Returns, refunds and warranty

Warranty

Every complete system has a 12-month warranty from the date of shipment, plus 5 years on the carbon fibre pressure housings and end caps.

Parts bought on their own have the same cover: 5 years on our carbon fibre pressure housings and end caps, and 12 months on other parts.

If something fails because of a defect, or isn't up to our factory specification, we'll repair or replace it. We decide which once we've examined it.

What the warranty doesn't cover

• Damage from misuse, neglect, accident, incorrect installation, or use that goes against our instructions.
• Parts where the serial number has been removed, defaced or altered.
• Normal wear and maintenance items: pre-filter cartridges, pump seals, pump packing, pump valve assemblies, pump crankcase oil and gauge calibration. Seal kits and the storage chemical are consumables too.
• Membrane damage from iron fouling (rust), chemical attack, oil, drying out, temperatures above 45°C or below 0°C, or pressure over 1200 psi.

Your rights under the Consumer Guarantees Act still apply.

Making a warranty claim

1. Contact us before you send anything. Tell us when and where you bought it, and what the system is doing. Include the serial number if your system has one. It helps, but isn't essential.
2. We may be able to help you fix it on board. If we need to see the part, we'll tell you where to send it.
3. Under our warranty, you cover the cost of removing the part and sending it to us. Once it's repaired or replaced, we pay to send it back to you.

Changing your mind

If you've bought a part from our online shop and change your mind, you can return it within 14 days of delivery, as long as it's unused and in its original packaging.

• Contact us first, before you send it back.
• You pay the return freight.
• We refund the price of the item less a 15% restocking charge. The original shipping cost isn't refunded.

For complete systems and other orders we've quoted, contact us to talk it through.

Damaged, faulty or wrong items

If your order arrives damaged or faulty, or isn't what you ordered, contact us as soon as you can, with photos if possible. We'll put it right with a repair, replacement or refund, as the Consumer Guarantees Act requires. The restocking charge doesn't apply.

Refunds

Refunds go back to the card you paid with, once we've received and checked the returned item. Your bank may take 5 to 10 working days to show it. We refund in New Zealand dollars, so for an overseas card the amount you see can differ slightly with the exchange rate.

Contact us

Email sales@openoceanwater.com about orders and returns, or info@openoceanwater.com about warranty and technical problems. You can also call Pete on +64 21 167 6269.