Warranty Policy

The company under the name VELUDA WATER FILTERS S.A., with the trade name VELUDA WATER FILTERS (hereinafter referred to as the Company), provides a manufacturer’s warranty to consumers who purchase products it supplies within the European Economic Area and Third Countries. Consumers may request warranty services from the product supplier, who will, in turn, claim 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 asserting or rejecting the warranty claim.

General Information on Commercial Warranty:

Veluda Water Filters products are designed and manufactured according to the requirements and specifications of European legislation. The Company guarantees the proper functioning and performance of its products within the terms of this warranty. It covers all defects that occur within the warranty period, which are proven to result from manufacturer errors and/or omissions or from material quality. The warranty period is set at 2 years and begins from the product delivery date, which is evidenced solely by the original proof of purchase or a valid shipping, delivery, or receipt document. We recommend checking the condition of the products and the integrity of their packaging upon delivery to identify any visible defects and report them to the product supplier within 24 hours of receipt. A prerequisite for the warranty’s validity is the retention of the legal proof of purchase.

General Terms of Commercial Warranty:

1.The 2-year warranty period applies from the first date of purchase of the product. To validate the warranty, presentation of the original proof of purchase is required. The serial number on the product must be complete and undamaged. The customer must provide the proof of purchase to the product supplier, who is responsible for the assertion or rejection of the warranty. Warranty claims require compliance with the technical operating specifications of the product, as described in the user manual included in the product packaging.

2.The warranty covers manufacturing defects only and does not apply to consumable parts included in the product, which are not covered by the warranty. The warranty does not cover used or expired filters. Additionally, the warranty for filters and membranes does not apply to machines not installed by an authorized Company technician, as device functionality may significantly reduce their lifespan. Technician labor for installation and periodic replacement of consumables is not included in this warranty.

3.The operation of the machines requires the provision of potable water in accordance with European Directive and Greek legislation. If this is not the case, the customer must inform the Company, as specialized recommendations may be necessary to reduce microorganism populations and chemical contaminants. If the water supply does not meet potable water standards, the Company is not responsible for the water quality provided by the device, and the customer must, at their own responsibility, conduct water testing to ensure its suitability.

4.During the warranty period, the Company’s obligation is limited to repair or replacement free of charge of any component proven or reasonably suspected to be defective, at the time and in the manner determined by the Company.

5.The warranty does not cover wear or damage resulting from improper use by the purchaser, according to the operating instructions and technical specifications, or from user negligence, total or partial modification of the product, or use of unapproved components/consumables. In such cases, repair or replacement is solely the customer’s responsibility and must be performed only by the Company’s specialized technical personnel to maintain warranty validity.

6.Any Company product can be returned within 14 days for a refund, provided the customer has the proof of purchase and the product is unused and returned intact. Refunds do not apply to machines that have already been installed or filters that have been exposed to water for health reasons.

7.Payment for products and services must be made according to the agreed terms. In case of late payment or outstanding balances, the Company is not obliged to perform maintenance, repairs, or honor the warranty until the balance is settled. Generally, invoices are payable in cash, and legal interest applies after 30 days.

8.Information regarding warranty extensions or current promotions is provided by the respective product supplier.

Special Terms of Commercial Warranty

A. Service:

1.Products must operate according to their technical specifications. If network pressure exceeds the recommended level, the customer must install a pressure reducer in the water network, and the Company will provide a machine pressure reducer (at an additional cost). Otherwise, the Company is not responsible for fluctuations in network pressure, leaks, device damage, or property damage. The warranty does not include the purchase or installation cost of the pressure reducer, valve, or supply fitting, as their operation depends on network water pressure and quality, which are beyond the Company’s control. The Company’s responsibility concerns the proper operation of the systems per specifications, using suitable equipment, and promptly replacing parts when required, according to warranty terms.

2.Installation of a Veluda machine requires that the Company technician be provided with the electrical installation plan, as well as electrical line protection via circuit breaker and residual current device (RCD) according to product specifications. To prevent machine damage from voltage or frequency fluctuations, a voltage stabilizer or uninterruptible power supply (UPS) is recommended. Failure to do so may risk serious damage to electronic components not covered by the warranty.

3.All work related to the operation of the sold product must be carried out exclusively by the Company’s specialized technicians or authorized Veluda partners. The customer must inform them of any desired service so they can take appropriate action. Unauthorized third-party intervention voids the warranty. Authorized personnel are exclusively the Company’s official partners, franchisees, and certified technicians.

4.The customer must disinfect and clean all exposed parts according to the Company’s instructions and recommended disinfectants to prevent microorganism growth at the faucet and cooler, where contamination can enter the water. 

5.The customer must ensure the machine is installed in a secure, shaded area not exposed to excessive sunlight or heat, as sunlight may cause premature aging of pipes, algae growth, overheating of plastic components, and general malfunctions.

6.Malfunction notifications must be reported immediately and within 24 hours to the Company. Continued use after malfunction may worsen damage and should be avoided until a technician visit. The warranty does not cover damage resulting from continued use of a malfunctioning device.

7.When absent from the machine location, the customer must close the water supply valve. For absences over 24 hours, machines with tanks must have the valve closed, the tank emptied, and electricity disconnected. Direct-flow machines without antimicrobial protection must have operation ensured during absence, as stagnant water can promote microbial growth. Antimicrobial protection reduces risk but does not replace proper use, maintenance, and basic operation, especially during extended inactivity.

8.Proper and safe operation requires regular maintenance according to the manufacturer’s manual included in the product packaging. Maintenance includes replacement of filters and other components, which must be performed only with genuine Company-approved parts at the prescribed intervals. Maintenance is the customer’s responsibility after notification, as neglect may cause malfunctions. Regular maintenance and consumable replacement are mandatory throughout the product’s life, including the two-year warranty period, which is void if maintenance is not performed as scheduled. Maintenance and replacement costs are borne by the customer and are not considered free warranty services. Compliance does not extend the two-year warranty.

9.The Company recommends replacement of device parts, solenoid valve, and quick connectors every 3 years to prevent leaks. If the customer refuses after written recommendation from a technician or authorized partner, the Company bears no responsibility for potential leaks or property damage. Annual consumable replacement without necessary maintenance, as per the manufacturer’s manual and Company technicians, does not constitute proper use under these warranty terms.

10.Spare parts have a 2-year warranty from the device purchase date. Free replacement of a part does not renew the warranty. After the initial warranty, any purchased spare part carries a 2-year warranty from its purchase date.

11.The Company is not liable for health or property damage caused by the customer’s negligence or failure to follow the above terms.

12.The Company reserves the right to unilaterally modify the warranty terms, provided the customer is notified electronically or in print and revised terms are posted on the Company’s website.