Warranty Policy

Last updated: 18 September 2026

At Finerfilters, we aim to provide quality products and fair aftercare support. This Warranty Policy explains the warranty cover that may apply to selected products, what is excluded, and how to make a warranty claim.

1. Your statutory rights

Nothing in this Warranty Policy affects your statutory rights.

If goods are faulty, not as described, or do not do what they are supposed to do, you may still be entitled to a repair, replacement, refund or another remedy under applicable consumer law, regardless of any manufacturer’s warranty or product guarantee.

2. Products that may be covered

Some products sold by Finerfilters may be supplied with:

• a manufacturer’s warranty;
• a Finerfilters-backed warranty period; or
• product-specific warranty terms stated on the product page, packaging, instruction manual or accompanying documentation.

Where a product has its own specific warranty terms, those product-specific terms will apply in addition to this policy.

3. What warranty cover is generally intended to cover

Where a warranty applies, it is generally intended to cover defects in materials or workmanship during the stated warranty period.

Where appropriate, an accepted warranty claim may result in the repair of the product, replacement of the affected product or component, or another appropriate remedy.

4. What is not covered

Unless expressly stated otherwise, warranty cover does not apply to:

• misuse or abuse of the product;
• use outside the product’s intended purpose;
• incorrect, unsafe or improper installation;
• damage caused by freezing, hot water, fire, unsuitable or excessive water pressure, or other environmental conditions;
• accidental damage;
• failure to carry out required maintenance;
• unauthorised repairs, alterations or modifications;
• normal wear and tear;
• compatibility issues caused by incorrect product selection where accurate compatibility information was available or advice was not sought before installation;
• damage to surrounding fixtures, fittings or property caused by incorrect installation or use; or
• issues arising from failure to follow the installation, operation or maintenance instructions supplied with the product.

5. Consumables and service-life items

Consumable products and service-life items are generally not covered for normal depletion through use.

This includes, where applicable:

• filter cartridges;
• replacement media;
• resin;
• membranes; and
• other replacement elements intended to be changed periodically as part of normal maintenance.

This exclusion relates to normal use and depletion. It does not affect your statutory rights where a consumable product is faulty, damaged, not as described or otherwise does not conform to the contract at the time it is supplied.

6. Conditions of warranty

Where a warranty applies, it may only remain valid if the product:

• has been used in accordance with the product instructions;
• has been installed correctly;
• has been maintained as required;
• has not been altered, misused or exposed to conditions outside its intended operating range; and
• has been used with suitable components, fittings, replacement parts and operating conditions.

We may ask for reasonable information or evidence to help determine whether the product has been installed, used and maintained correctly.

7. Installation and third-party contractors

Finerfilters does not provide installation services unless installation has been expressly agreed in writing as part of your order.

If you choose to appoint a plumber, installer or other contractor, that person is engaged directly by you and does not act on behalf of Finerfilters. You are responsible for selecting a suitably qualified and competent person and for agreeing the scope and cost of the work directly with that person.

The appointment of a plumber or installer does not automatically make Finerfilters responsible for the installer’s work, charges, advice, actions or omissions.

Finerfilters is not responsible for:

• the quality, suitability or safety of work carried out by an independently appointed plumber, installer or contractor;
• incorrect installation, alteration, adjustment or removal of a product;
• the use of unsuitable fittings, connections, tools or installation methods;
• damage caused by installation errors, unsuitable fittings, excessive water pressure, freezing, misuse or failure to follow the supplied instructions;
• damage caused by a third party while installing, inspecting, adjusting, removing or reinstalling a product; or
• the contractual relationship between you and your chosen plumber, installer or contractor.

If you are unsure whether a product is suitable for your system, appliance, water pressure, connections or intended application, please contact Finerfilters before installation begins.

8. Plumber, removal and reinstallation costs

If you believe a product is faulty, damaged, incorrect or unsuitable, please contact Finerfilters before arranging paid diagnostic work, repairs, alterations, removal or reinstallation.

Finerfilters must be given a reasonable opportunity to:

• provide technical support;
• request photographs, videos or other evidence;
• ask you or your installer to carry out reasonable troubleshooting checks;
• inspect or test the product; and
• determine the appropriate remedy.

We will not normally reimburse costs incurred without our prior written approval, including:

• plumber or installer call-out charges;
• diagnostic or inspection charges;
• installation charges;
• removal or disconnection costs;
• reinstallation costs;
• replacement parts sourced independently;
• remedial-work charges;
• third-party labour charges;
• transport arranged independently by the customer; or
• damage or additional costs caused by unauthorised repairs, adjustments, alterations or replacement work.

The fact that a plumber or installer has attended, removed a product or carried out work does not automatically establish that the product was faulty or that Finerfilters is responsible for that cost.

Where Finerfilters agrees in advance to contribute towards a third-party cost, the amount and scope of that contribution must be confirmed by Finerfilters in writing before the work begins.

Nothing in this section excludes or limits your statutory rights. Where goods are confirmed to be faulty and applicable consumer law requires Finerfilters to meet reasonable and necessary costs associated with providing a repair or replacement, we will do so in accordance with those legal obligations.

9. Reporting a problem before installation

Where reasonably possible, please inspect the product, components and packaging before installation begins.

Please contact us before installation if:

• the product appears damaged;
• any parts appear to be missing;
• the product received is different from the product ordered;
• you believe the product may be incompatible with your system;
• the connections or measurements do not appear suitable; or
• you have any concerns about the installation requirements.

Customers and installers should not continue with installation where there is an obvious concern about damage, missing components, compatibility or suitability.

We may not reimburse installation, removal, reinstallation or remedial costs incurred after work continued despite an issue being visible or reasonably identifiable before installation.

10. How to make a warranty claim

If you believe your product has developed a fault covered by warranty, please contact us with:

• your order number or proof of purchase;
• the product name or SKU, where possible;
• a clear description of the issue;
• details of when the issue began;
• details of how the product was installed and maintained;
• photographs or videos showing the product, installation and reported issue, where appropriate; and
• details of any troubleshooting, repairs, alterations or third-party work already carried out.

We may ask you to carry out reasonable checks, provide further information, or return the item for inspection before deciding whether a repair, replacement or another outcome is appropriate.

Please do not arrange paid remedial work, removal, modification or reinstallation on the assumption that Finerfilters will reimburse the cost.

If product-specific warranty terms include additional instructions or claim arrangements, those terms will also apply.

11. Inspection and testing

We reserve the right to inspect and test a product before accepting a warranty claim or confirming that the product is faulty.

Customers must allow Finerfilters a reasonable opportunity to investigate the reported issue and provide an appropriate remedy.

Where testing shows that the product is not faulty, or that the issue was caused by incorrect installation, misuse, unsuitable operating conditions, lack of maintenance or another excluded cause, the claim may not be covered by warranty.

We will explain the outcome of our assessment and any available next steps.

12. Warranty outcomes

Where a valid warranty claim is accepted, we may, depending on the circumstances:

• repair the product;
• replace the defective component;
• replace the product;
• provide another appropriate remedy; or
• provide a refund where required by applicable consumer law.

The appropriate outcome will depend on factors including the nature of the fault, the product involved, the applicable warranty terms, product availability and your statutory rights.

Where repair or replacement is appropriate, we will aim to provide the remedy within a reasonable time and without significant inconvenience.

13. Replacement products and components

Where a product or component is replaced under warranty, the replacement may be the same item or a suitable equivalent where the original product is no longer available.

The provision of a replacement does not automatically restart or extend the original warranty period unless this is expressly stated in the applicable product-specific warranty terms.

Your statutory rights remain unaffected.

14. Proof of purchase

To assess a warranty claim, we may require proof that the product was purchased from Finerfilters or an authorised seller.

Acceptable proof may include:

• an order confirmation;
• an invoice;
• a receipt;
• an order number; or
• other reasonable evidence showing when and where the product was purchased.

We may also require sufficient information to identify the product and verify that the person making the claim is the purchaser or is authorised to act on the purchaser’s behalf.

15. Contact us

If you need help with a warranty claim, please contact:

Finerfilters Limited
Customer support: 01704 807600
General enquiries: enquiries@finerfilters.co.uk

Please include your order number and as much information about the issue as possible so that we can review the matter efficiently.

If the warranty terms supplied with a specific product direct you to another contact route or manufacturer process, please follow the instructions provided with that product.