Warranty Policy
The company under the corporate name VELUDA WATER FILTERS S.A. and the trade name VELUDA WATER FILTERS (hereinafter referred to as the “Company”) provides a manufacturer’s warranty to consumers who purchase products distributed by the Company within the European Economic Area and Third Countries. Consumers may request warranty services from the product supplier, who in turn shall claim the provision of warranty services from the Company. For claims under this warranty, consumers must present the original proof of purchase to the product supplier (when the product was initially sold to the consumer), who is responsible for determining whether the warranty claim is valid or not.
General Information on Commercial Warranty:
Veluda Water Filters products are designed and manufactured in accordance with the requirements and specifications of European legislation. The Company guarantees the proper operation and performance of its products, under the terms of this policy. It covers all defects occurring within the warranty period that are demonstrably due to manufacturer negligence and/or omissions or material quality. The duration of the warranty is defined as two (2) years and begins from the date of delivery of the products, which is proven solely by the original proof of purchase or a valid dispatch, delivery, or receipt document. We recommend that upon delivery of your order, you check the condition of the products and the integrity of their packaging in order to identify any visible defects and inform the final product supplier within 24 hours of receipt. A necessary condition for the validity of the warranty is the retention of the legal purchase document.
General Terms of Commercial Warranty:
1. The 2-year warranty period applies from the initial date of purchase of the product. For the warranty to be valid, presentation of the original proof of purchase is required. The serial number affixed to the product must be complete and undamaged. The customer must present the proof of purchase to the product supplier, who is responsible for determining whether the warranty claim is accepted. In order to claim the warranty, the product must comply with the technical operating specifications, as described in the corresponding user manual included in the product packaging.
2. The warranty covers manufacturing defects only and does not apply to consumable items included in the product, which are not covered by the warranty. The warranty does not cover filters that have been used or have expired. Furthermore, the warranty for filters and membranes does not apply to machines that have not been installed by an authorized Company technician, as improper operation of the device may significantly reduce their expected service life. Finally, technician labor for installation and periodic replacement of consumables is not included in this warranty.
3. The operation of the machines presupposes the supply of water intended for human consumption in accordance with European Directives and Greek legislation. In case this condition is not met, the customer must inform the Company, as specialized solutions must be provided on a case-by-case basis in order to achieve the reduction of microorganisms and chemical contaminants. When network water is outside drinking water specifications, the Company bears no responsibility for the quality of water provided by the device, and the customer is responsible, at their own expense, for conducting water analysis to ensure network water suitability.
4. During the warranty period, the Company’s obligation is limited to the repair or replacement, free of charge to the customer, of any spare part that is determined or presumed by the Company to be defective, at the time and in the manner determined by the Company.
5. The warranty does not include wear or damage to any product that is found to result from improper use by the purchaser, contrary to the user instructions and technical specifications, nor damage or malfunction caused by user fault, total or partial modification of the product, or the use of non-approved spare parts or consumables. In such cases, repair or replacement costs shall be borne exclusively by the customer and shall be carried out only by the Company’s specialized technical personnel in order for the product warranty to remain valid.
6. Any Company product may be returned within 14 days with a refund, provided that the customer has the proof of purchase and the product has not been used and is returned intact. Refunds do not apply to machines that have already been installed or to filters that have been wetted, for health protection reasons.
7. Payment for products and services must be made in accordance with the agreed terms. In the event of late payment of a credit installment or the existence of an outstanding balance, the Company is not obliged to carry out maintenance or repair work or to implement the terms of this warranty until settlement of the balance. In general, invoices are payable in cash, and after 30 days, statutory interest is applied.
8. For information regarding warranty extension options or current promotional actions, the responsible party for providing information is the respective product supplier.
Special Terms of Commercial Warranty:
Α. Service:
1. The products must operate in accordance with their technical manufacturing specifications. If network pressure exceeds the recommended limits, the customer must install a network pressure reducer, and the Company must install a machine pressure reducer (at extra charge). Otherwise, the Company bears no responsibility for pressure fluctuations in the network and therefore is not liable for any leaks, device damage, or damage to the customer’s property.
The Company is also not responsible for possible damage to the pressure reducer due to improper use or network pressure fluctuations. The warranty does not include the purchase and installation cost of the pressure reducer, shut-off valve, and supply connector, as their operation depends directly on network pressure and water quality, factors beyond the Company’s control. The Company’s responsibility concerns the proper operation of the systems according to their specifications, the use of appropriate equipment, and the prompt replacement of components when required, in accordance with warranty terms.
2. For the installation of a Veluda machine, it is necessary that the Company’s technician is provided with the electrical installation diagram, as well as protection of the electrical line with a fuse and residual current device (current rating according to product specifications). To prevent damage due to voltage or frequency fluctuations, the installation of a voltage stabilizer or uninterruptible power supply (UPS) is recommended.Otherwise, due to power fluctuations, there is a risk of serious damage to the electronic components of the devices, which will not be covered under the Warranty Terms.
3. All work related to the operation of the sold product must be carried out exclusively by specialized Company technicians or authorized Veluda partners. The customer must inform the Company’s specialized technicians or partners of any requested work so that they may take appropriate action. In the event of intervention by unauthorized third parties, the warranty becomes void. Authorized parties are exclusively official partners, franchisees, and certified Company technicians.
4. The customer must disinfect and clean all environmentally exposed parts in accordance with the instructions and specialized disinfection products recommended by the Company, in order to prevent the growth of microorganisms at the faucet outlet and cooler, points from which they may be transferred to the water.
5. The customer must ensure that the machine is installed in a protected and shaded area, not exposed to excessive solar radiation or other heat sources, as sunlight may cause premature aging of tubing, algae growth inside the tank, overheating of plastic parts, and general device malfunction.
6. Notification of machine malfunction or damage must be made immediately and within 24 hours by the customer to the Company. Continued use of the device after the appearance of a malfunction may worsen the damage and should be avoided until a Company technician visit. The warranty does not cover damage caused by continued operation of a device that has already malfunctioned.
7. During periods when the customer is absent from the premises where the machine is installed, the water supply valve must be closed. For absences exceeding 24 hours, for machines with tanks, the customer must close the water supply valve, empty the tank, and disconnect the electrical power supply. For direct-flow machines without special antimicrobial protection, operation must be ensured during absence, as water stagnation may lead to the growth of microorganisms. The presence of antimicrobial protection reduces the risk of microbial growth but does not replace proper use, maintenance, and basic operating instructions, especially in cases of prolonged inactivity.
8. The proper and safe operation of all devices distributed and installed by the Company requires regular maintenance in accordance with the manufacturer’s manual included in the product packaging. Regular maintenance includes replacement of filters and other spare parts, which must be carried out exclusively with genuine and approved Company spare parts at the specified maintenance intervals according to their specifications. Maintenance of the machine is the customer’s obligation after notifying the Company, as failure to do so may cause device malfunction.
Regular maintenance and replacement of consumables are mandatory throughout the product’s lifetime, including during the two-year warranty period, which shall not apply if such maintenance is not carried out at the intervals defined by the Company. Maintenance and consumable replacement work at the prescribed intervals is borne exclusively by the customer and is not considered free work provided under the warranty, in accordance with paragraph 2 of the General Warranty Terms. Compliance with mandatory maintenance and consumable replacement does not extend the duration of the two-year product warranty.
9. The Company recommends replacement of device components, solenoid valves, and quick connectors at least every three (3) years of operation to prevent leaks. If, following written recommendation by a specialized technician or authorized Company partner, the customer does not accept replacement, the Company bears no responsibility for any leakage with or without damage to the customer’s property. Simple annual replacement of consumables (filters) without carrying out the necessary maintenance work as indicated by the manufacturer’s manual and the Company’s specialized technicians does not constitute proper use of the product under the present special commercial warranty terms.
10. Spare parts of the device carry a two-year warranty from the date of purchase of the device. Free replacement of a spare part does not renew the warranty. After expiration of the original warranty, the purchase of any spare part carries a two-year warranty from its purchase date.
11. The Company bears no responsibility for damage to the health or property of the customer when such damage is caused by customer fault or failure to comply with the above.
12. The Company reserves the right to unilaterally amend the warranty terms, provided that the customer is informed by any electronic or printed means and that the revised terms are published on the Company’s website.