We back the hardware in our filtration systems with a 5-year warranty against defects. This page explains what’s covered, how to make a claim, and how the warranty works alongside your rights under the Australian Consumer Law.
What’s covered
We warrant the following against defects in materials and workmanship for 5 years from the date of purchase or, if we installed your system, from the date of installation:
- filter housings
- mounting brackets
- dedicated filter taps
- other hardware supplied with your system, such as fittings, valves and pressure gauges
If a covered part is defective, we’ll repair or replace it.
Cartridges, membranes and UV lamps
Filter cartridges, reverse osmosis membranes and UV lamps are consumables. They wear out with normal use and need replacing on a schedule, so they’re covered against manufacturing defects on delivery rather than for the full warranty period. If one arrives faulty, contact us and we’ll replace it. The consumer guarantees still apply to consumables too.
Conditions
This warranty applies when:
- genuine replacement cartridges are used and changed on the recommended schedule
- plumbed-in systems are installed by a licensed plumber in line with the plumbing regulations in your state or territory
- water pressure is within the product’s specification. If your mains pressure is above 500 kPa, have a pressure limiting valve fitted before the system.
- the system is used and maintained according to its instructions
What’s not covered
- damage from freezing, bursts or other external causes
- misuse, neglect, accidental damage or unauthorised modification
- damage caused by water hammer or pressure outside the product’s specification
- faults caused by incorrect installation by someone other than us
- cosmetic wear, such as scratches or fading, that doesn’t affect performance
How to make a claim
- Contact us by phone, email or post using the details below. Include your order number, a description of the problem, and photos of the part and how it’s installed.
- We may ask for more information, arrange an inspection, or ask you to send the part to us.
- If your claim is accepted, we’ll repair or replace the defective part and let you know what happens next.
Costs of claiming
If your claim is accepted, we’ll pay for the repair or replacement part and for sending it to you within Australia. If we ask you to send a part to us, keep your postage receipt and include it with your claim, and we’ll reimburse your reasonable postage costs.
Other costs of claiming, such as a plumber you engage to remove or refit a part, are yours under this warranty. You may still be entitled to compensation for those costs under the consumer guarantees.
Who provides this warranty
This warranty is given by:
- Home Water Filter Systems
- Address: [Business address]
- Phone: 1300 000 000
- Email: hello@homewaterfiltersystems.com.au
For returns and refunds outside this warranty, see our shipping and returns policy.