The PWP Warranty
Why buy from the Pure Water People
Guaranteed for longer
10 year guarantee now included on all water softeners. Working with the highest quality system enables us to provide the industries longest warranty.
Manufacturer accredited repairs
Our engineering team are endorsed by our manufacturers to carry out repairs only using manufacturer approved parts.
Complete support
Real support from real people. We have a dedicated support team to ensure your satisfaction.
Water Softeners and Drinking Systems
All Water Softeners and Drinking Systems have a 10-year warranty at no extra cost.
Our warranty provides a repair service delivered by authorised service technicians.
This is available to you in the event of a breakdown of any functioning part of your product during the guarantee period. The guarantee details for your products are outlined below.
Product Faults
Should your product develop an issue, you can look to find a solution using our troubleshooting guide or the manufacturer’s handbook.
If you cannot find a solution, you can call our technical support team. Call 0117 910 9988, 9am - 5pm weekdays, 10am - 1pm Saturdays (call charges will depend on your telephone provider).
Have your customer/agreement number and date of purchase to hand when you call. You’ll find all of this information on your original receipt - this acts as your warranty, so please make sure you keep it safe.
In some cases you may also be asked for the product’s serial number. We’ll help you find it when you call.
If we can't repair your product, we'll replace it with the same model, or a model with an equivalent specification, in a small number of cases this may be a manufacturer approved refurbished or a remanufactured unit. If no equivalent product is available, we'll either offer you the nearest equivalent specification. Regardless, we'll always do our best to make sure you're satisfied with the outcome.
What your guarantee doesn't cover
Accidental damage – For example if your product has been knocked. You may find that this type of damage is covered by your household contents insurance policy.
Repair costs caused by external factors, fire, theft, and weather (including lightning damage).
Repair costs caused by the failure to follow the manufacturer's general care, maintenance instructions and installation guidelines.
Failure due to an incorrect or abnormal electrical supply or signal lead connection, defects in external wiring or in the electrical connection not forming part of the product covered.
Consumables such as filters, batteries, fuses, light bulbs, door-seals and other consumables.
Any wear or damage to any outside boxing provided with your system.
If the product has been used commercially or for business purposes.
Cosmetic damage such as scratches, dents, corrosion or colour, where the function of the product is unaffected.
Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item.
Any costs relating to the servicing, inspecting or cleaning of the product.
Deliberate damage or neglect of the product.
Taps, tri-flow taps and instant boiling taps are supplied with the manufacturers warranty and are not afforded the additional cover of the PWP warranty.
3rd party applications – Certain smart devices can run 3rd party applications, these 3rd party content providers may alter, remove or stop supporting these apps at any time, and therefore we cannot guarantee an app's availability.
Services for goods bought and used outside of the UK, the Isle of Man and the Channel Islands.
Call out Fee for an engineer to attend your home, should a repair visit be required.
Important information
The Pure Water People Warranty provides rights separate to the rights provided by the Consumer Rights Act 2015 with regard to the quality of the goods that you receive or the services that are provided. You have the right to choose whether to claim service under the Pure Water People Warranty or under their consumer statutory rights, which are unaffected by this guarantee.