Water Softener Warranty Information
We are pleased to offer a warranty on our range of domestic water softeners to give you peace of mind with your purchase. This page contains a general overview of the warranty coverage for our systems, with any terms specific to individual models being available within the product manual. Digital copies of the product manual can be found on the relevant product page, or can be requested with a member of our team. A breakdown of warranty coverage, the warranty process and any applicable exclusions can be found below.
General Warranty Statement
Our warranty covers the product for two years from the date of delivery for defective materials and workmanship under normal use; when installed and operated within recommended parameters. No warranty is made with respect to defects not reported within the warranty period and/or defects or damages due to neglect, misuse, alterations, accident, misapplication, physical damage, fire, acts of god, freezing, hot water or similar causes.
For outdoor installations where the softener is not under cover a suitable weatherproof and insulated cover must be used for the warranty to remain valid. In the event of a fault appearing within the warranty period it must be reported immediately by the customer and the goods returned for inspection or be made available to inspect in situ at the manufacturers discretion.
Should the failure be due to manufacture or other workmanship it will be repaired or at the manufacturers discretion, replaced free of charge. If any return carriage was paid, then a refund will be issued for these carriage costs. If the failure is found not to be covered by warranty then the customer will be responsible for any carriage paid and we will advise of the repair costs before proceeding any further with your claim.
For additional terms relating to our product warranty please refer to sections 5.1 – 5.11 on our Terms & Conditions page.
Warranty terms relate solely to products under our Domestic Water Softeners product category.
The Warranty Process
Step 1. Investigate
Once a claim has been raised we will begin to investigate the issue which may involve us reaching out by phone or email to discuss. We aim to do this within 24-48 hours.
Step 2. Diagnose
We will then diagnose your softener using several troubleshooting steps. If we're unable to get it working in situ then we'll discuss options for collection.
Step 3. Resolve
If you had to return your softener then we will look to repair or replace in a timely manner. We'll ensure that you are kept updated throughout the entire process.
Warranty Questions
All warranty claims should be submitted to a member of our team either through our Support page, or over the phone on 01622 933 853 at any time within the designated warranty period. We’ll talk you through the next steps from there.
The two year warranty period starts from the date your water softener is delivered. There is no need to register or sign up for the warranty, we automatically register each customer using the order details provided at checkout.
After raising your warranty claim, a member of our team will be in contact to discuss your issue. From there we will arrange a collection or review available postage options. Before your water softener is collected, please ensure the following:
- That salt and water is thoroughly removed from the water softener
- That the unit is thoroughly packaged to prevent damage in transit
- That you take a photo of the unit before and after packaging
- That you provide us an approximate weight and dimensions
Our warranty procedure ensures we are able to fully investigate any issues that arise with our softeners. Each softener is tested rigorously through thousands of regeneration cycles to ensure a level of performance, so issues are rare. In most cases issues can be resolved with the softener in place, however in some cases it may need to be sent back to us for investigation. Once the softener has been sent back, we will keep you updated throughout.
We urge all of our customers to double check the unit has been installed and setup correctly to prevent unnecessary claims.
If your water softener is found not to be faulty, then any collection and/or delivery costs will be chargeable as defined under our terms and conditions. For this reason, we take several preventative steps to carefully diagnose your water softener before it gets to this point, which helps to reduce any unnecessary costs.