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SHIPMENT, PRODUCT RETURN AND REFUND POLICY

 

Product Shipping

If the delivery address is located in Limassol city and your order is above 20€, our staff will deliver your product/s for FREE to your requested location. If your order is below the amount of 20€, there is an additional delivery charge of 10€. There is an additional free pick-up service available at checkout that you can collect your payed product from a physical address in Limassol. For deliveries in Limassol, there is a payment option ‘Cash upon delivery’ that you can request at checkout. If your delivery address is located in other cities of Cyprus (Nicosia, Pafos or Larnaca) your product/s will be shipped via a payed selected shipment method with tracking number (ACS, AKIS Express, etc.). We will provide you with a link to track your package online or the courier office that you can collect your package. Packages are generally dispatched within 1-2 days (if product in stock) after receipt of payment.

 

Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment and the delivery location. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects. Your package will be sufficiently sized and your items will be well-protected to minimize delivery cost and damage to the products.

There is also the choice of product collection by the customer after agreeing it with Neowater Ltd Company.

 

 

Product Return and Refund Policy

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14-day return policy

Should the purchased goods be not suitable to you for some reason, you have the right to return the product within 14 days and get 100% refund on the products, except the cost of delivery. This is only the case if the product was not used by the buyer e.g. product connected to the water supply and removed.

Return policy does not apply to products such as opened consumables including used disposable filter elements and reverse osmosis membranes. Additionally, the return policy does not apply to goods that are not suitable for returning due to health protection or hygiene reasons and if the goods have been opened following delivery.

In order to return the product, please e-mail us at info@neowatercy.com.

We will refund the sum paid for the returned product to the purchaser’s bank account/card without delay, but no later than within 14 days from the date we receive the withdrawal email from the purchaser. NeoWater Ltd may refuse to make a refund until the purchaser has returned the item to the seller so it can inspect its condition.

 

Order cancellation before shipping

If you cancel your order before it has been shipped, all payments made under this order will be refunded to you in full. The money will be returned using the same payment method that was used for the purchase.

 

Order cancellation after shipping

If you cancel your order after it has been shipped, it is your responsibility to return the product to our warehouse. We will provide you the return location by email. If you cancel your order after it has been shipped, we will refund all payments you for the products at the time of ordering, except the cost of delivery. The money will be returned using the same payment method that was used for the purchase.
We won’t process the refund until we have received the goods back and inspect their condition.

 

Product return and refund policy

Before returning goods please contact us by email at info@neowatercy.com and mention your order number. This will help us track the return of goods and make a proper replacement of the goods or issue refund. All returnable goods must be unused, undamaged, and must be in resellable condition. Returnable goods must be in original packaging, with all its contents. All returnable goods will be checked before being replaced or refunded. Please take care of the safety of returnable goods, because we have the right to deduct from the refund an amount of evaluated possible damage caused to the product because of improper treatment.

 

Return of faulty products

If the product (part of the product) is defective or faulty, we are happy to replace it (part of it), provided there is any in stock, or issue a refund. We will arrange a delivery of faulty goods to our warehouse, picking up the goods using our courier or by person. At the same time, you have the option to return the goods to our warehouse yourself after contacting us and let us know about the issue. All returnable goods will be checked before being replaced or refunded. In the case of return of faulty goods all payments under the order will be refunded to you in full, including the cost of delivery of the goods to our warehouse if the goods were sent to us by you yourself rather than through our courier or staff.
The money will be returned using the same payment method that was used for the purchase.

 

Customer service contact details

When selecting items for purchase please note that only you know exactly what you need! Please, when choosing replacement filters or accessories in our Web Store, pay attention to the corresponding product code. If you do not know the product code, please do not hesitate to contact us for help.

 

Claiming conditions

1. Private persons can present their claims in relation to the purchased goods during 12 months’ time starting from the date the product has been handed over to the client. The longer period may be presumed by applicable laws depending on territory so these term limitation may not be applicable to you. You may enjoy longer period based on your Billing or Delivery address or residency. Manufacturer’s/Distributor's Warranty conditions apply. Legal persons can present their claims during time defined by the product manufacturer.
2. During the reclamation period the consumer can demand a free repair or replacement of defective goods. Should the malfunction be caused by manufacturer's fault, the cost of all manufacturing defects as well as work time and the cost of spare parts are covered. Transportation costs are not covered.
3. Claims can only be presented based on the original document certifying the purchase.
4. The right to present claims does not apply to product tutorials, adjustments, cleaning, marketable condition recovery, as well as the elimination of defects caused by failure to observe the rules of usage.
5. The right to present claims does not apply to damage caused during transportation after the goods have been handed over to the buyer.
6. During the reclamation period Neowater Ltd does not provide free repair services, should the product malfunction be caused by:

  • Natural wear and tear including filtration capacity and performance degradation of disposable filter elements and reverse osmosis membranes;

  • Improper use or maintenance (also if the device has been repaired or serviced by a person not authorized by Neowater Ltd);

  • Damaged, replaced or removed serial number, reference mark or label on the device and/or components;

  • Failure, of which the client was informed before buying the product at www.neowatercy.com Web Store;

  • External factors. External factors include, but are not limited to, thunderstorm, inappropriate supply voltage and power surges, inappropriate water pressure, humidity, temperature, ingress of liquids, mechanical damage, etc.

  • The product is out of order due to the owner's fault as a result of improper use, failure to follow the manual, negligent treatment or care, or excessive load.

  • Not inserting a pre-filter before the water purification systems as suggested by Neowater Ltd Company.

7. Neowater Ltd Company determines the liability based on the examination (diagnostics) carried out by an authorized representative of the Company. If the examination reveals that the failure was caused by the abovementioned factors, and the item must be repaired, the customer can order a billable repair. Devices damaged due to liquid or moisture (for electric parts), and/or having mechanical damages, are only repaired for a fee.
8. Defectation fee is to be paid for examination (diagnostics) of the device if Neowater Ltd Company is not liable for the malfunction, and if the product cannot be repaired. The client also pays the defectation fee, should no fault be detected during examination (diagnostics) of the device and the unit operates in accordance with the manufacturer's specifications.
9. Private persons are exempt from paying the defectation fee during the first 6 months after purchase.
10. Should the customer not agree with Neowater Ltd Company standpoint, the customer must confirm that:

  • The defect is present (based on evaluation by authorized expert);

  • The defect or its cause was present at the time of delivery;

  • Neowater Ltd Company is responsible for the defect.

11. In order to present your claim, please send a withdrawal email info@neowatercy.com
12. Please take care of the safety of returnable goods, because we have the right to deduct from the refund an amount of evaluated possible damage caused to the product because of improper treatment.

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Manufacturer's Warranty

Manufacturer’s Warranty of the product covers arising material defects as well as manufacturing defects during the period designated by the manufacturer. Manufacturer’s Warranty differentiates hardware technical characteristics and recovery of the condition that product had before the defect (replacement to a new device and derogation from the terms of Sale and Purchase Contract are not implied by the Manufacturer’s Warranty). Manufacturer’s Warranty does not cover the costs which emerged during the devices’ usage, during data loss or under the decrease in productivity. Products’ warranty periods and degrees of services can vary depending on the products’ type and territory. Manufacturer’s Warranty of the product can be found on the documentation pages attached to the device. We highly recommend you to closely read the terms of Manufacturer’s Warranty for a particular product provided by a manufacturer before making a purchase.

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