This Warranty Policy (the “Policy”) sets out how Sanipex Group remedies defects in products purchased from our websites, showrooms and remote ordering channels. Read this Policy together with the Terms and Conditions of Sale (the “Terms”), the Returns & Refunds Policy and the Installations Policy. Manufacturer warranties operate in addition to, and do not derogate from, non‑waivable statutory rights.

This Policy applies to goods purchased directly from Sanipex Group via our websites, showrooms or remote ordering channels. It covers remedies for defects in materials or workmanship arising under normal, fair usage and proper installation and maintenance.

• Manufacturer Warranties. Many Products are covered by a manufacturer warranty with its own terms (duration, coverage, validation). Where applicable, those terms apply and we facilitate your claim.
• Sanipex Limited Warranty. Where manufacturer terms are absent or silent, we provide a limited warranty for eligible Products. This also includes any extended or promotional warranties.

4.1 Warranty Period. Products are warranted to be free from material manufacturing defects and design defaults on the purchase date and for the duration stated on the Product Technical Specification sheet or Product Manual (the “Warranty Period”).

4.2 Registration. Where specified, warranty registration or serial-number activation must be completed within thirty (30) days of delivery as stated on the product page or documentation.

4.3 Professional Installation. Where required, evidence of installation by a qualified installer may be requested (installer details, credentials, commissioning report).

4.4 Site & Usage Evidence. We may request photographs, maintenance logs, and water/power quality reports to confirm fair usage and suitable site conditions.

4.5 Serial Capture at Installation. Where the product bears a serial number, you consent to its capture and secure storage at installation/commissioning for validation and future claim administration.

4.6 Access for Verification. You shall provide safe, reasonable access so the serial number and condition can be verified. If housed within cabinetry or fixed joinery, our technician may temporarily remove the product solely to verify and assess, where safe and proportionate.

4.7 Non‑Sanipex Installation. If installed by others, a site visit may be required to validate serial/condition before activation or service. Where no warrantable issue is found, a call‑out charge may apply (see Sections 6.4 and 9).

5.1 Nature and Scope. Sanipex Group or a manufacturer may offer an extended or promotional warranty that lengthens the Warranty Period or adds cover (an “Extended Warranty”). Unless expressly stated otherwise, an Extended Warranty mirrors the defects covered and the exclusions in the originating warranty, subject to the terms of this Policy.

5.2 Eligibility Conditions. Eligibility may require timely registration within thirty (30) days of original product purchase, serial and proof‑of‑purchase validation, evidence of professional installation where required, reasonable pre‑activation inspection or remote diagnostics, and adherence to maintenance in the Product Manual.

5.3 What Is Not Extended. Unless expressly stated, Extended Warranties do not include consumables or routine service items; wear to finishes; labour, removal/re‑installation, making‑good or access costs; or any exclusion in Section 9.

5.4 Duration and Start. Extended cover runs consecutively to the standard Warranty Period (or as stated in the Warranty certificate). Replacements supplied under an Extended Warranty do not restart the extended term unless required by law; remaining time runs from the original purchase date.

5.5 Administration and Claims. Claims under an Extended Warranty follow the same Customer Service channel and inspection process in accordance with the standard Warranty and in any case, as delineated in Section 6. If a manufacturer program applies, the manufacturer’s terms govern in addition to this Policy.

5.6 Transfer and Territory. Unless expressly stated, Extended Warranties are non‑transferable and valid only in the territory of original purchase.

5.7 Promotional Extensions. If an Extended Warranty is offered as a promotion (e.g., free extension upon registration), failure to meet the conditions reverts cover to the standard Warranty Period.

5.8 Paid Plans. Paid extensions or service plans may be governed by separate written terms which prevail for payment, renewal and cancellation mechanics.

5.9 Serial Registration Condition. Extended cover requires successful serial‑number registration linked to the specific installed unit.

5.10 Post‑Installation Opt‑In. Where a warranty extension is permitted after delivery or installation, it must be purchased within twelve (12) months from the date of purchase. We may require a pre activation inspection to confirm the product’s condition and the absence of preexisting damage, misuse, or unauthorized repair. Products with fewer than six (6) months remaining under the original warranty are not eligible for a warranty extension.

5.11 Cabinetry Access. Where needed to view serials or assess condition, you authorise temporary removal from cabinetry/housing for inspection; if no warrantable defect is found, reasonable fees may apply (see Shipping Policy).

5.12 Multiple Identical Units. Each Extended Warranty must be tied to the unique serial number recorded for that specific installed unit.

6.1 Contact. Email or call the relevant customer service contact number listed on the website (during office hours). Provide model/serial, proof of purchase (sales receipt, order acceptance or invoice), description of the issue and supporting photos/video as relevant.

6.2 Diagnostics & Inspection. We may conduct remote diagnostics and, if required, arrange inspection. Where the product is in cabinetry or fixed joinery, access must be provided in line with clauses 4.6 and 5.11.

6.3 Outcome. If a warrantable defect is confirmed, remedies in Section 8 apply. Parts availability and manufacturer lead times may affect resolution times.

6.4 Charges. Call-out charges may apply where no warrantable issue is found or where conditions are unsafe or not ready, Applicable charges are set out in the Shipping & Delivery Policy (Section 4 – Shipping Fees and Surcharges).

7.1 Warranty terms are product-specific. The applicable Warranty Period for each product is stated on the Product Technical Specification Sheet, the warranty certificate (where issued), and/or the product listing page.

7.2 Where a warranty certificate is issued for a product, it forms part of this Policy and must be read together with it.

7.3 Where no specific Warranty Period is stated, the applicable statutory period under mandatory consumer protection law applies.

7.4 Warranty coverage, duration, and any applicable limitations are product specific and may vary by category and by component type (including, where relevant, core functional parts, surface finish or plating, and electronic components). The applicable warranty term for a product is the term expressly stated in the product’s technical data sheet and, where issued, the warranty certificate. These documents form part of the warranty terms and should be read together.

7.5 If both a technical data sheet and a warranty certificate are issued for the same product and there is any inconsistency between them, the warranty certificate will prevail to the extent of that inconsistency, unless the technical data sheet states a longer warranty period or more favourable coverage in clear and express terms, in which case that more favourable position will apply. For the avoidance of doubt, consumables, wear items, and items intended to be replaced through ordinary use are excluded unless expressly included in writing. Products subject to manufacturer tolerances or inherent material characteristics, including tiles, stone, and slabs, are covered only to the extent expressly stated in the technical data sheet or warranty certificate, and any structural or performance warranty applies only where expressly provided. Nothing in this clause limits any non-excludable statutory rights or remedies that apply under mandatory law.

8.1 Sequence. Where law does not mandate otherwise, we may first offer repair or replacement within a reasonable time. If neither is feasible, a refund or credit may be offered at our discretion.

8.2 Equivalent Replacement. If the product is discontinued or parts are unavailable, we may supply a functionally equivalent current‑range model of at least equal value.

8.3 Period Continuity. Replacement of a component or product does not restart the Warranty Period unless required by law; the remaining period runs from the original purchase date.

8.4 Labour & Ancillary Works. Labour/installation, removal/re‑installation, making‑good and access costs are not covered unless mandated by law.

9.1 General principle – This Policy and any warranty certificate issued by Sanipex Group cover only defects in materials and or manufacturing (where applicable, workmanship of Sanipex personnel in relation to installation services provided by Sanipex Group) arising during the Warranty Period under normal, fair usage and proper installation, operation, and maintenance. To the fullest extent permitted by applicable law, the remedies in this Policy do not apply to the matters in this Section 9 below.

9.2 Non fair usage and unsuitable conditions – Any non-fair usage, misuse, abuse, negligence, accident, impact, or operation outside the Product’s rated or specified parameters (including temperatures, pressures, voltages, operating ranges, load limits, water parameters, and environment), This includes commercial, public or high-traffic use of goods rated or specified for domestic or residential use and any failure to perform routine maintenance, including descaling, filter changes, seal renewal, lubrication, calibration, tightening, inspection, and cleaning in accordance with Product instructions.

9.3 Installation, commissioning, and site readiness – Any defect, failure, or damage arising from incorrect installation, commissioning, connection, configuration, or integration, including installation contrary to Product instructions, technical data sheets, applicable laws, codes, and regulations, or good plumbing and electrical fitting practice. This includes inadequate ventilation, waterproofing, drainage, falls, earthing and bonding, surge protection, isolation valves, structural support, fixings, movement accommodation, and substrate preparation for third party building elements (including tiles and stone). Installer workmanship outcomes (including alignment, lippage, adhesive selection, movement joints, grouting and sealing, and substrate readiness) are excluded. This exclusion also applies to: (a) cracks, chips, fractures, or damage to countertops, slabs, tiles, or cladding caused by drilling, cutting, or grinding by any person other than Sanipex personnel; (b) damage resulting from vibration or impact from structural, civil, mechanical, or fit-out works carried out adjacent to or in the vicinity of the installed product; (c) damage arising from modification to supporting cabinetry, substrates, or structures after installation has commenced; and (d) any crack, chip, fracture, or damage caused by force or impact applied to the installed product by the customer, any contractor, or any third party during or after the installation.

9.4 Water and power supply – Any defect, failure, or damage caused by unsuitable water or power supply, including limescale and scaling, aggressive water chemistry, debris or contamination, irregular or excessive pressure, water hammer, and power surges, spikes, or unstable power supply where protection is not installed and maintained.

9.5 Finish, appearance, and tolerances – Fair wear and tear, patina, cosmetic ageing, and surface or finish change from normal use, including discolouration, tarnishing, oxidation, micro scratching, staining, spotting, or etching, where not caused by a manufacturing defect and or not affecting core function. This includes damage caused by abrasive or aggressive cleaning agents or chemicals and exposure to non-designed or improper environments, including chlorinated atmospheres unless specified. Natural variation and characteristics (including shade, tone, veining) and dimensional or appearance characteristics within manufacturer or industry tolerances, including for tiles and stone, are excluded.

9.6 Consumables and routine service – All consumables and perishable items, including filters, seals, O rings, washers, hoses, lamps, bulbs, batteries, and similar items, and routine servicing and maintenance, including lubrication, calibration, descaling, cleaning, resealing, and periodic replacement of service parts.

9.7 Mishandling, transport, and force majeure – Any damage arising from mishandling, third party handling, storage, delivery, or transport (including ex works movement), and damage from external causes or force majeure, including flood, fire, earthquake, lightning, typhoon, storm, war, armed conflict, military operations, civil disturbances or terrorism.

9.8 Unauthorised works and interference – Any repairs, servicing, installation, modification, alteration, tampering, or use of non-approved parts by unauthorised persons, and any damage due to physical or electromagnetic interference, static discharge, or flame exposure. Any tampering, unauthorised modification, or unauthorised repair may void warranty coverage for the Product to the fullest extent permitted by applicable law.

9.9 Traceability and identification – Products with removed, altered, defaced, or unreadable serial numbers, batch numbers, labels, or other identification marks.

9.10 Indirect and consequential loss – Any indirect, incidental, special, or consequential loss or damage, including loss of use, loss of time, loss of profit, loss of business or goodwill, or loss of data, to the fullest extent permitted by applicable law.

9.11 Nothing in this Policy limits or excludes any rights or remedies that cannot be lawfully limited or excluded under applicable mandatory law.

9.12 Save where Sanipex Group has carried out installations, warranties expressly exclude installer workmanship. We are not liable for removal/re‑installation or making‑good costs unless reasonably required to remove and refit the product itself, with no obligation to undertake building or finishing works or as required by law.

You agree to provide reasonable evidence and safe access for inspection, diagnostics and remedy, including temporary removal of access panels or cabinetry where reasonably necessary.

We aim to support spare‑parts availability for reasonable periods consistent with manufacturer guidance. If a model is discontinued, we may offer an equivalent replacement or refund/credit consistent with Section 8.

Nothing in this Policy limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded or limited. Subject to mandatory consumer protections, our maximum liability under this Policy is limited to the price paid for the affected products.

Where the remedy is refund or exchange, the process and any logistics or fees are handled through the Returns & Refunds Policy. Delivery, collection and re‑delivery service levels and charges are set out in the Shipping & Delivery Policy.

Contact details for Sanipex Group entities are available on the relevant website Imprint and Contact page. For Warranty claims or questions, write to [email protected].