Warranty and returns

1. Warranty period

All new Definitive Water Technologies products carry a 12-month limited warranty against defects in materials and workmanship. Products supplied as open box carry a 6-month limited warranty. The warranty period begins on the invoice date.

2. What the warranty covers

Defects in materials and workmanship under normal, intended use.

3. What the warranty does not cover

• Consumable items such as filters, membranes and other single-use components.
• Damage caused by chemicals not approved for use with the product.
• Damage caused by excessive water pressure or flow rates.
• Damage from power surges, exposure of electronics to water, or other external electrical problems.
• Damage caused by improper or insufficient maintenance.
• Products that have been modified or repaired by unauthorised personnel.
• Products used outside their intended purpose or application.
• Damage from freezing or ultraviolet exposure.

4. Warranty disclaimer

Product lifespans quoted anywhere on this site or in our documentation are estimates, and vary with water quality, usage conditions, environmental factors and maintenance practices. Warranty coverage does not apply to any product that has been used outside its intended purpose, improperly installed, modified or subjected to abnormal operating conditions. Warranty claims and final eligibility determinations are made at the sole discretion of Definitive Water Technologies.

5. Returns

Standard stock

• Unused, undamaged standard stock may be returned within 14 days of invoice for a full refund.
• Returned products must be in their original packaging with all accessories and documentation included.
• Eligible standard stock returned between 15 and 60 days of invoice incurs an 8% restocking fee.
• No returns are accepted more than 60 days after invoice.

Defective products

If you believe a product is defective within its warranty period, contact us as soon as you notice it. We will arrange repair or replacement at our discretion after assessment.

Freight

Freight and delivery charges are not refundable, and the customer is responsible for the cost of returning goods unless otherwise agreed in writing.

6. Exceptions

Industrial components

Because of the specialised nature of industrial water treatment components, all sales of these items are final and they are not returnable. Warranty repairs and replacements are unaffected — contact us.

Custom-assembled products

Products custom assembled to your specification are not returnable. This includes systems built using particular fittings, pipe, housings, media, filters or other components you have specified. In most cases those components have been removed from their packaging, cut to length or otherwise altered during assembly, which makes them unsuitable for resale. Check that every requirement is correct before placing an order for a custom build.

Products requiring installation

Items that require professional installation must be installed by a qualified person to be eligible for warranty coverage. Damage caused by improper installation is not covered.

7. How to make a claim

1. Contact the branch that supplied the goods, or email sales@definitivewater.co.za.
2. Provide proof of purchase and a clear description of the problem.
3. Include photographs or video where they help show the fault.
4. We may decline a return or replacement where the evidence provided is insufficient to assess the claim.
5. We process claims and return requests within 10 business days.

8. Limitation of liability

The sole remedy under this warranty and returns policy is the repair or replacement of the defective product. To the extent permitted by South African law, Definitive Water Technologies is not liable for any incidental, consequential or indirect damages arising from the use of its products. Statutory rights that cannot be excluded, including under the Consumer Protection Act where it applies, are unaffected by anything in this policy.

9. Changes to this policy

This policy may change without prior notice. The version published here on the date of your invoice is the one that applies to that sale. See also our terms of use and privacy policy.