Our Refunds & Returns Policy

Warranty and Return Policy for drpl’s Online Store

We take pride in the quality and performance of our shower filters and components. This warranty and return policy outlines our commitment to your satisfaction.

General Warranty

Warranty Period:
All drpl products are covered by a 12-month limited warranty against defects in materials and workmanship. The warranty period begins on the date of purchase.

What is Covered:
This warranty covers defects in materials and workmanship. It does not cover normal wear and tear, damage caused by misuse, neglect, improper installation, improper maintenance, or modification of the product.

What is Not Covered:
The warranty does not cover the following:

  1. Consumable items like filters and membranes
  2. Damage caused by chemicals not approved for use with the product
  3. Damage caused by excessive water pressure or flow rates
  4. Damage caused by power surges, exposure of electronics to water, or other external electrical problems
  5. Damage caused by improper or insufficient maintenance
  6. Products that have been modified or repaired by unauthorized personnel
  7. Products used outside of their intended purpose or application
  8. Damage caused by freezing or UV exposure

Returns

  • Return Policy: You may return any unused and undamaged product within 14 days of purchase for a full refund. All returned products must be in their original packaging, with all accessories and documentation.
  • Restocking Fee: An 8% restocking fee will apply to returns made after 14 days but within 60 days of purchase. No returns will be accepted after 60 days.
  • Defective Products: If your product is defective, please contact us immediately. We will arrange for a replacement or repair. Defective products will be handled at our discretion.
  • Shipping Costs: Shipping costs are non-refundable.

Exceptions

  • Industrial Components: Due to the specialized nature of industrial water filtration components, all sales are final and non-returnable. Please contact us for warranty repairs or replacements.
  • Products Requiring Installation: Products that require professional installation must be installed by a qualified technician to qualify for warranty coverage. Damage caused by improper installation is not covered under warranty.

Claims Procedure

  • To make a warranty claim or return a product, please contact us at sales@definitivewater.co.za.
  • You will need to provide proof of purchase and a description of the issue. This may include photos or videos of the problem. We reserve the right to decline a return or replacement if a clear description (including visual evidence) is not provided.
  • We will process your claim or return request within no more than 10 business days.