Warranty Policy

1. What is covered

Eligible products supplied by Glaciaura carry a one-year warranty against manufacturing defect, counted from the invoice date.

A manufacturing defect means the part failed because of how it was made, not because of how it was used. In practice this covers faults such as:

• A pump or SMPS that fails electrically within normal operating conditions
• A housing, tank or valve body that leaks from a moulding or seam fault
• A component that does not perform to its rated specification out of the box
• A part supplied with an internal fault that appears in ordinary use

Where a defect is confirmed, the part is replaced. This is a replacement warranty, not a repair or refund guarantee.

2. Warranty periods by category

Different parts wear differently, so cover is set by category rather than applied as a single blanket term.

3. Consumables are treated differently

Filter cartridges and RO membranes are designed to be used up. A sediment filter clogs, a carbon block exhausts, a membrane loses rejection as it fouls — that is the part doing its job, not failing.

For this reason, consumables are covered only for defects present on arrival, such as a cracked cartridge, a physically damaged membrane, or an item that does not match what was ordered. Report these within 7 days of delivery.

Service life depends entirely on your input water. High TDS, high sediment or irregular servicing will shorten it substantially. Short life on a consumable is not a warranty claim, though we are happy to look at the numbers with you and suggest a better-suited specification.

4. What is not covered

The warranty does not extend to failures caused by anything other than a manufacturing defect. Specifically:

• Normal wear and exhaustion of consumable media
• Incorrect installation, wrong fitment, or use outside the stated specification
• Water quality damage — scaling, fouling, silt, iron or chemical attack
• Electrical faults from voltage fluctuation, surge, or supply outside the rated range
• Physical damage — impact, dropping, over-tightening, cracked threads
• Dry running of a pump, or operation without adequate inlet pressure
• Tampering, opening, modification or repair by an unauthorised person
• Consequential loss — water damage, downtime, lost business, labour or travel costs
• Products where the batch marking or serial number has been removed or defaced

Our liability under this policy is limited to replacing the defective part. It does not extend to any other loss arising from the failure.

5. How to raise a claim

Claims are raised on the same WhatsApp thread as your order, so the purchase history is already there. Send us:

1. Your invoice number and the date of purchase
2. The part name and quantity affected
3. A clear description of the fault and when it appeared
4. Photographs of the part, including any batch or serial marking
5. A short video showing the fault where it is intermittent, such as a leak or an electrical cut-out
6. For pumps and SMPS, the input voltage at the site if known

Please raise the claim as soon as the fault appears. Continuing to run a suspected faulty part can cause further damage that is then outside cover.

6. Assessment and outcome

Most claims are settled from photographs and a description. Where the fault is not clear from those, we will ask you to return the part for inspection, or refer it to the manufacturer where their warranty applies.

If the defect is confirmed

The part is replaced with the same item. If it is discontinued or out of stock, we will offer an equivalent replacement or a credit note against your account, whichever you prefer.

If the defect is not confirmed

We will tell you what we found and why it falls outside cover. The part is returned to you if you want it back, with freight payable by you. We do not charge an inspection fee.

Replacement stock is dispatched under our normal Shipping & Delivery terms once the claim is approved.

7. Freight on warranty claims

• Where a part must be returned for inspection, outbound freight to us is arranged and paid by you.
• Where the defect is confirmed, we bear the freight on the replacement being sent out, and reimburse or credit your return freight against the account.
• Where the defect is not confirmed, return freight in both directions is payable by you.

Please pack returns properly. Parts damaged in transit back to us because of inadequate packing cannot be assessed.

8. Dealers and trade accounts

If you bought through your dealer account, claims are raised through that account rather than by your end customer. This keeps your customer relationship with you, and lets us settle against your account rather than issuing separate refunds.

Dealers may batch claims across a period rather than raising each one individually. Invoice references are still needed per item.

The warranty passes to your customer for the remainder of its term from our original invoice date. It does not restart when you sell the part on.

9. When cover is void

Cover does not apply where:

• The item was not purchased from Glaciaura, or purchase cannot be evidenced by an invoice
• The warranty period had already expired when the fault was reported
• The part has been opened, modified or repaired by someone other than us or the manufacturer
• Batch or serial marking has been removed, altered or is illegible
• The fault falls within the exclusions in section 4

This policy is offered in addition to your rights under applicable consumer law, and does not limit them.

10. Contact us

Raise a warranty claim, or ask whether something is covered before you send it, on WhatsApp — it keeps the invoice, the photos and the outcome in one place.