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The Water Well (Pty) Ltd (Waterwell) hereby warrants to the original purchaser of its products that they will be free of defects in quality and workmanship when used for the purpose for which they are intended and in accordance with the operating and assembly instructions contained on the packaging and or the product manual included with the product.
Waterwell Warranty Policy adheres to the Consumer Protection Act (CPA) and has been revised to accommodate the CPA . This warranty extends for the first twelve (12) months beginning at the date of purchase of the product, and not to any expendables attached or installed by the customer. This warranty will extend only to the product provided at the date of the purchase and not to any expendables attached or installed by the customer. If the product requires installation then the warranty will only apply if the product has been installed by a suitably qualified installer in accordance with the installation instructions supplied with the product and in compliance with any applicable legislation.
Caution. Where water purifiers and filters are installed Waterwell will not be held liable for consequential damages caused by leaking and or spillage. It is imperative that a suitably qualified person does all installation work. A list of certified agents in your area can be obtained from our help line 0860 0WWELL (0860 099355). Valid warranty repairs are subject to obtaining an official authorisation number obtained form our Head Office in Durban. Any other authorisation numbers obtained from other service providers or agents will not be recognised and the units in question may be subject to a charge.
During the warranty period, Waterwell or its authorised service network will repair or replace, subject to legislative requirements, any defective Product or parts thereof with new or factory rebuilt replacement items and return the Product to the Consumer in working condition, within 21 days from receipt of goods. No charge will be made to the Consumer for either parts or labour in repairing or replacing the Product. The external housing and cosmetic parts shall be free of defects at the time of shipment and therefore shall not be covered under these warranty terms. Consumables such as seals, filters and filter cartridges are not covered under this warranty.
This warranty extends only to Consumers who purchase the Product within South African Borders. The faulty product must be returned to the supplier accompanied by the proof of purchase to exercise the warranty. The Consumer shall have no coverage of benefits under this limited warrantee if any of the following conditions are applicable:
- The Product has been subject to : abnormal use, abnormal conditions, improper storage, exposure to moisture or dampness, exposure to excessive temperature or other such environmental conditions, unauthorised modifications, unauthorised connections, unauthorised repair including but not limited to use of unauthorised spare parts in repairs, misuse, neglect, abuse, accident, alteration, improper installation. Acts of God, spillage of foods or liquids, maladjustment of customer controls or other acts which are beyond reasonable control of Waterwell, including deficiencies in consumable parts such as fuses and breakage or damage to antennas, unless caused directly by defects in materials or workmanship and normal wear and tear of the Product.
- Waterwell was not notified by Consumer of the alleged defect or malfunction of the Product during the applicable warranty period.
- The Product was used with or connected to an accessory not supplied by Waterwell, not fit for use with Waterwell products or used other than for its intended use.
Refunds are Applicable if:
- A Customer purchases a product and it is defective / faulty
- A Customer purchases a product and the unit is damaged / or parts are missing
- A Customer purchases a product and does not adhere to the standards as claimed on the packaging,
- A Customer purchases a product and it is not the same unit as stated on the packaging
The customer must notify the supplier from whom they purchased the product within the warranty period. Any claim in terms of this warranty must be supported by a proof of purchase. If proof of purchase is not supplied then repair and or service charges may be payable by the purchaser.
Waterwell reserves the right to test any goods returned under this warranty to determine the validity of any claim and where the claim is not valid then an inspection charge of R100.00 will be charged to the customer.
Exclusions for refunds, credits and or exchanges.
- The goods were inspected prior to purchase and the customer subsequently changed their mind
- Goods that have been damaged due to negligence, misuse, disaster, tampering, unauthorised repair or abuse.
- Goods that are permanently installed
- Where the installation and operational instructions have not been followed
- Goods not used for the purpose for which they are intended
- Used Filters and Filter Cartridges in unsealed packaging. This is for health and safety reasons
NOTE:In the event of consumers returning goods because they have changed their mind, Waterwell is not obliged by law to accept returns and refund monies. However provisions are provided for the retailer to honour these returns and refunds out of goodwill/courtesy.
Full Credits
Full credits will only be passed for out of box failures if the goods are returned unused in their original packaging.
Goods will be tested within 5 days of receipt by our workshop to prove the validity of the claim. In the event that the claim is invalid an inspection fee of R100.00 will be charged to the customer.
Partial Credits
Where goods are returned not in their original packaging for any reason within 60 days of purchase then a 10% fee will be levied to the customer at Waterwell’s discretion.
Repair Policy
All repairs carried out within the initial warranty period will be covered by the original warranty. Repairs that overlap the intial warranty period ie repairs done in month 10 of a 12 month warranty will be covered for 3 months (90 days) from the date of repair. This does not extend to other parts but covers only the part repaired. Warranty claims made for goods that are found to be in working order by our workshop will incur an inspection fee of R100.00
All repairs that fall within our Exclusions or are Out of Warranty repairs will be quoted for and the customer will be required to authorise the repair in writing and prepay the cost of repair and transport charges.
Filters, Seals and other consumables will not be replaced during warranty repairs.
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