1. Call-out fee
A call-out fee is charged every time Puritech must visit a client, even when a product is new. In Johannesburg and Pretoria the fee is R935 excluding VAT. Outside these areas, travel is calculated as kilometres multiplied by the round trip and the applicable per-kilometre rate, plus the R935 excluding VAT call-out fee.
2. Client checking of goods
As a high-volume wholesaler, Puritech does not open every individual package to assess its contents. Customers must inspect goods before leaving Puritech. If missing or defective goods are discovered later, courier costs for replacement or missing parts are for the customer's account.
3. Client satisfaction form
Clients must sign a satisfaction sheet after technical services. If this is not done, the service will by default be treated as satisfactory.
4. Courier damage, costs and collection
Puritech is not responsible for damage in transit by a customer's courier and does not cover courier costs for faulty products returned to its warehouse or sent back to the client. Goods must be collected within 48 hours; otherwise they may be returned to stock and the customer credited or refunded.
5. Electricity and load shedding
Extended outages affect water-filtration and purification plants. Customers must provide a stable electrical supply, such as a generator or solar system, and install a surge breaker on the distribution board supplying the plant. Puritech is not liable for equipment damage where these precautions are not followed, and applicable warranties may cease.
6. Faulty products and repair time
A valid invoice must be supplied within the warranty period and the product booked in for repair. Repairs normally take 2–14 days and may take up to three months when parts are unavailable locally.
If video, photos or other information do not allow a technician to diagnose the issue remotely, a site assessment can be arranged after the standard call-out and travel fees are paid. Further travel for replacement work remains the client's responsibility. Puritech does not cover courier costs for faulty parts returned for identification.
Water businesses should keep common spare parts such as solenoid valves, feed pumps and membranes to reduce downtime. Used failed components must be assessed and repaired, a process that may take up to three weeks.
7. On-site repairs
An invoice number is required even for a new machine. If a unit has been tampered with, or is out of warranty, a service fee of R550 excluding VAT applies.
8. Own installations
Puritech is not responsible for faults caused by a client's own installation. Incorrect installation voids the product guarantee. Request the user manual or electrical wiring diagram before installation. Technical assistance for own installations is a paid service. Puritech recommends using an approved qualified installer.
9. Puritech installations and recommended spare parts
Product prices are based on the items listed on the invoice. Extra services, additional travel, pipework and other work are not included and are charged separately.
Scenario 1 — installation time
A simple RO setup up to 1000 LPH is quoted on three installation days. Load shedding, an unprepared site, manufacturing defects, unavailable water or other unforeseen conditions can require extra days or trips. Payment for additional time and travel is required before technicians are dispatched again.
Scenario 2 — operating a water business
Business operators, especially those far from Puritech, should keep common spare parts or budget for them. Alternatively, a service contract or paid technician visit may be used when a breakdown occurs.
Scenario 3 — typical component exposure
On 250–1000 LPH plants, solenoids may cost around R500 and pumps around R2,000–R5,000 excluding VAT. Poor water quality, excessive operating hours, lightning and load shedding can damage electrical equipment and should be insured against.
10. Refund and order cancellation
Credit refunds take 1–7 working days from the date of request. Puritech reserves the right to charge a 10% administration fee on cancelled paid orders. Customers should check their order carefully before payment.
11. Refund or replacement
Puritech does not offer a refund or replacement period on industrial machinery that is not a consumer product.
12. Returns
When equipment has a problem, record a video describing and showing the issue so that Puritech can attempt to assist by telephone. If that is not possible, follow the standard return procedure.
12.2 Return procedure for products under warranty
In certain circumstances Puritech accepts an unused, undamaged product from the original owner in its original packaging within seven days of receipt. Warranty periods vary and should be confirmed with a sales agent or manager before purchase.
Warranty covers faulty components but not travel. Components must be sent to Puritech, booked in and factory tested; repair may take up to four weeks. Purchasing a replacement component during the assessment may help avoid downtime.
13. Warranty
- Membranes, media and filters are consumables and carry no warranty.
- Electrical items for industrial equipment carry a six-month warranty.
- Domestic and industrial pumps carry a six-month warranty, subject to assessment because poor water quality and excessive operation can cause damage.
- Courier fees to and from the Puritech warehouse are not covered.
14. Warranty on products and return procedure
In certain circumstances Puritech accepts an unused, undamaged product from the original owner in original packaging within seven days of receipt. Warranty periods differ by product and may be confirmed before purchase.
Faulty components are covered where applicable, but travel is not. Components must be returned, booked in and factory tested and may take up to four weeks to repair. A low-cost replacement part may be purchased to reduce downtime while assessment is under way.
15. Water analysis
A water analysis no older than three months is essential for borehole, dam, river and seawater applications so the correct equipment can be specified. Water quality changes over time; Puritech is not responsible for equipment failures where water quality has changed. If a failure occurs, retest the water and provide the results.
If equipment is purchased without the required water analysis, Puritech cannot be held responsible for resulting equipment failures. Keep an up-to-date analysis available whenever equipment is being selected.
16. Pumps and mechanical equipment
- For optimal performance, run pumps and mechanical equipment for 8–10 hours daily.
- Longer operation may cause malfunction that is not covered by guarantee or warranty.
- Equipment damaged by overuse must be replaced at the client's cost.
Membranes — domestic and industrial
- GPD membrane ratings are based on 24-hour operation, but Puritech recommends running membranes for 8–10 hours daily.
- Longer operation can cause blockage not covered by guarantee or warranty.
- A membrane blocked by overuse must be replaced at the client's cost.
Acceptance
By Puritech Management: the client confirms that the above terms and conditions have been read, accepted and understood.
View the current source terms on Puritech's website.