Warranty and after-sales service guide

1. Warranty period

The warranty period starts from the date of installation, the whole machine is guaranteed for one year, and the consumables are not covered by the warranty (consumables include various filter elements).

2. Warranty conditions

The user should follow the following rules, otherwise the warranty rights will be lost:

The user should purchase this product from a legal retailer through legal means.

• Users should keep the purchase invoice and warranty card in a safe place.
• The installation of the machine should be completed by an authorized service team, or installed with qualifications recognized by some national authorities. (Should not install by yourself without guidance)
• The use of the machine should strictly follow the random instruction manual.
• The user should ensure that the product is used under proper conditions of use.
•  If maintenance and maintenance are required during use, please contact the designated professional service provider.
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3. Exceptional conditions

• Obtain this product through illegal means or illegal means.
• Machines for which the invoice is missing or the warranty card is missing and the relevant
  supporting materials cannot be provided.
• Failure or damage caused by installation without a qualified installation team, or installation by oneself without the guidance of the manufacturer.

  Unreasonable use, use in violation of the “Installation and Operation Manual” to cause malfunction
  or damage.

• Exceeding the normal conditions of use, forcing the product to cause failure or damage (for
  example, the water pressure is too low or too high).

• Man-made (intentional or unintentional) machine damage.

• Damage to the machine caused by force majeure (such as natural disasters, wars, etc.).

• Machines repaired by unauthorized professionals.

4. Warranty service

During the warranty period, the company will provide a full range of warranty services in accordance with regulations, provided that the warranty conditions are met and the exception conditions are not violated, and the machine fails or is damaged, the warranty services will include:

• Repair malfunctioning machines for free;
• Free replacement of faulty parts;
• Items regulated by other national laws and regulations (including the “Consumer Rights Protection Law” and “Product Quality Law”).

5. After sales service procedures

1) When users find malfunctions when using our products, please turn off the water source immediately. After confirming that all conditions meet the requirements, you should contact the designated service provider in time.

2) When the maintenance personnel comes to provide service, the user should present a valid invoice and introduce the service personnel to the usage status and malfunctions. After verifying the machine, the service personnel shall carry out the corresponding inspection and maintenance work.

3) If the cause of the failure is not covered by the warranty, the user should pay the service fee according to the charging standard shown by the service personnel.’

6. Refunds

Please contact us at marketing@salsius.com to arrange for a refund. Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase. There are certain situations where only partial refunds are granted. Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at marketing@salsius.com.