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Warranty and returns

Every SUPERPURE product carries a 12-month limited warranty. If something isn’t working the way it should, contact us. If it’s our fault, we fix it. Here is exactly what that covers, how to claim, and how returns work.

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The 12-month limited warranty

SUPERPURE products are warranted against defects in materials and workmanship for 12 months from the date you bought them.

What it covers

  • Defects in materials and workmanship.
  • Under normal, intended use.
  • For 12 months from the date of purchase. Open Box products carry a 6-month limited warranty.
  • Wherever you bought your SUPERPURE product: our own store, Takealot, Amazon SA, Makro or a stockist.

What it does not cover

  • Consumables such as filter cartridges, membranes and other single-use parts. These wear out by design, and each one has its own replacement interval.
  • Damage from chemicals that are not approved for the product.
  • Damage from water pressure or flow that is too high. If your home's pressure is above 4.5 bar, fit a pressure regulator before the filter, as our range pages advise.
  • Damage from power surges, water getting onto electronics, or other electrical problems outside the product.
  • Damage from poor or skipped maintenance.
  • Products that have been modified or repaired by someone we have not authorised.
  • Damage from an installation that does not follow the product's instructions and stated limits, such as the maximum water pressure.
  • Products used for something they were not made for, or run in abnormal conditions.
  • Damage from freezing or from UV exposure, such as being left in direct sunlight.

Installing it yourself is fine. A DIY install does not affect your warranty. Follow the manual and the stated limits, such as the maximum water pressure. Damage caused by an installation that does not follow the instructions is not covered.

Lifespans and replacement intervals are estimates. They vary with your water quality, how much you use, where the product is installed and how it is maintained.

How to claim

Contact us as soon as you think something is faulty, whichever shop you bought it from.

  1. 1

    Get in touch

    Email or phone us. The details are just below.

  2. 2

    Send your proof of purchase

    An invoice, order confirmation or receipt from whichever shop you bought from is fine.

  3. 3

    Tell us what is wrong

    A clear description of the problem, with photos or a short video where they help. Without enough evidence we may not be able to approve a return or replacement.

  4. 4

    We assess it

    We process claims and return requests within 10 business days.

  5. 5

    We repair or replace it

    If the fault is covered, we repair or replace the product. Which one is our call after we have assessed it.

Email sales@definitivewater.co.za or phone 021 851 0133 (office hours). Not sure it’s a fault? Ask Flo or try troubleshooting by symptom first.

Returns

SUPERPURE doesn’t sell from this site, so how a return works depends on why you are returning it.

It’s faulty

Contact us directly, wherever you bought it. A faulty product is a warranty claim, and we handle those ourselves. How to claim

You changed your mind

Start the return with the shop you bought from. Each shop applies its own returns policy.

Bought from The Water Filter Factory, our own store

  • Within 14 days of purchase: a full refund, if the product is unused, undamaged and in its original packaging with all accessories and documents.
  • From 15 to 60 days: the same conditions, less an 8% restocking fee.
  • After 60 days: returns are not accepted.
  • Shipping costs are not refundable, and you pay the return shipping unless we agree otherwise.
The store’s full returns policy (opens The Water Filter Factory in a new tab)

Bought from Takealot, Amazon SA or Makro

Each marketplace applies its own returns policy, so start the return with them.

Liability, in plain words

  • If a product is covered, our remedy is to repair or replace it.
  • We are not liable for incidental, consequential or indirect losses that come from using our products.
  • Nothing on this page limits your rights under the Consumer Protection Act.
  • We may update this policy. The date at the top of the page shows when it last changed.
Support and contact details