Politique de remboursement

SANTEVIA RETURN POLICY

The following policy applies to purchases made directly from Santevia Water Systems Inc. If you purchased your product from a retailer or through an online marketplace other than directly from Santevia, you must return your product to that retailer and subject to their return policy.

Santevia Water Systems Inc. guarantees your satisfaction with our products. If you are unsatisfied for any reason with your product purchased directly from Santevia, you may contact us and return or exchange it within 30-days of the original delivery date.

To initiate a return, please email us at help@santevia.com.

To be eligible for a return, you must have the original packaging and you must be able to provide your order number as proof of purchase. Any item that is returned without its original packaging or is missing parts for reasons not due to our error will result in a 20% restocking fee and only a partial refund will be issued.

After 30 days we are unable to provide you with a refund or exchange for your order. If your product is defective, you can initiate a warranty request by contacting us at help@santevia.com.

Refunds
Once your product is received and inspected, we will send you an email to confirm receipt of your returned item and when your refund is processed. Refunds will be processed on the original method of payment and may take up to 7-10 business days to appear on your statement.

Shipping

The purchaser is responsible for paying his/her own return shipping costs unless the reason for return is a consequence of Santevia’s error. Shipping costs are non-refundable. Any shipping fees paid on the original order will not be refunded to you.

For convenience and to provide customers the cheapest shipping option, Santevia will provide a return label and the cost will be deducted from your refund. The return address will be pre-populated on the return label. Any return must include the Return Authorization number obtained from the Santevia Customer Experience team so that we can refund/exchange your product correctly. We are not responsible for any returns that do not include a return authorization number.

 

PRODUCT WARRANTY

Standard Limited Product Warranty

  A.   Coverage Period

Santevia Water Systems Inc. (“Santevia”) warrants your Santevia product against defects in materials and workmanship for a period of time, either thirty (30) or ninety (90) days from the date of purchase (“Standard Warranty Period”) of the applicable product below.

30-Day Warranty

    • All Santevia filters (pitchers, countertop, dispenser)
    • Santevia Shower Filter
    • Santevia Bath Filter
    • Santevia Water Bottle Filter
    • Santevia Water Bottles

90-Day Warranty

    • Gravity Water System - Countertop or Dispenser Model
    • Glass Water System
    • Classic or MINA Pitchers

  B.   Coverage

Please examine all parts prior to assembly. During the Standard Warranty Period, if you discover any parts of the product are damaged or broken due to manufacturing or material defects, Santevia will replace those parts free of charge. To request a replacement under this warranty, please contact us at help@santevia.com. Our Quality Control department will examine all warranty claims.

Please note that proof of purchase is required when submitting a warranty claim. Failure to provide this will result in the rejection of your claim.

  C.  Exclusions

This warranty does not cover:

    • Damage caused by improper use, abuse, mishandling, or failure to follow the User Manual.
    • Damage resulting from accidents, acts of God, or natural disasters.
      Normal wear and tear, including minor scratches or imperfections that do not materially impair the operation of the product.
    • Use of water that is microbiologically unsafe or of unknown quality without proper disinfection.
    • Any Santevia product used with water other than potable water.

 

Extended Limited Lifetime Warranty Program (Beyond 90 Days)

For select Santevia products (as identified below), you may qualify for an Extended Product Lifetime Warranty (“Extended Warranty”) after registering your product on our website. This Extended Warranty is subject to the same conditions, limitations, and exclusions described in the Standard 90-day Limited Warranty, with the following additional terms:

  A.  Covered Products

The Extended Limited Product Lifetime Warranty Program covers the following Santevia products. The lifetime of each product below is deemed to be 10 years. All other Santevia products are only eligible for coverage under the applicable Standard 30-day or 90-day Limited Product Warranty.

    • Glass Water System
    • Gravity Water System (Countertop or Dispenser)
    • MINA Pitcher
    • Classic Pitcher
  • Eligibility & Registration
    • You must complete the product registration on Santevia.com (or any official Santevia website registration page) within ninety (90) days of the original purchase date.
    • The Extended Warranty applies only to the original purchaser and is non-transferable.
  • Coverage
    • During the Extended Warranty period, if a covered part of your product is found to be defective due to breakage, Santevia will replace the part free of charge (excluding shipping and handling charges). Normal wear and tear, including minor scratches or imperfections that do not materially impair the operation of the product, are excluded.
    • Replacement filters are NOT included in the Extended Warranty and remain subject to the thirty (30) day warranty from the date of purchase.
    • Shipping and handling costs for any replacement parts under the Extended Warranty are the responsibility of the customer.
  • How to Obtain Service
    • Contact Santevia Customer Service at help@santevia.com with your product details, proof of purchase, and a clear description of the problem.
    • If your claim is approved, you will be responsible for any applicable shipping and handling fees. Once the applicable shipping and handling fees are paid, the warranty order will be processed.
  • Limitations
    • The Extended Warranty does not cover damage caused by improper use, accidents, natural disasters, or any other exclusions as stated in the “Exclusions” section of the Standard Warranty.
    • This Extended Warranty is limited to the replacement of broken parts only.
    • This Extended Warranty will be void if the product has been repaired or altered.

General Limitations of Liability

  • Incidental or Consequential Damages
    The warrantor assumes no responsibility for incidental or consequential damages arising out of misuse of the product, or the use of any unauthorized attachment. Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation may not apply to you.

  • Implied Warranties
    To the extent permitted by local law, this warranty is in lieu of any other warranty, express or implied, including any implied warranty of merchantability or fitness for a particular purpose, and precludes any other obligation on the part of Santevia, its distributors, or dealers.  This warranty gives you specific legal rights, and you may also have other rights that vary from province to province or state to state.

  • Liability Limit
    Any liability shall, in all instances, be limited to replacing the defective part, and such liability shall terminate upon expiration of the applicable warranty period.

 

Restrictions on Replacement Parts and Abuse of Program

  • Legitimate Part Replacements Only
    The Extended Warranty covers the replacement of individual defective parts necessary to keep your existing Santevia product in working order. It does not cover the repeated or complete rebuilding of a system through multiple part replacements, nor does it cover requests for parts that are not actually defective.

  • Evidence of Defect
    Santevia reserves the right to request proof of purchase and/or require photographs, videos, or the return of a defective part before approving a warranty replacement. Any parts found not to be defective under the terms of this warranty will not be replaced.

  • Abuse or Excessive Claims
    If Santevia, in its sole discretion, determines that a customer is making repeated claims or otherwise attempting to abuse the program (for example, by continually requesting additional parts to effectively rebuild or create multiple systems), Santevia reserves the right to deny any current or future warranty claims, and/or revoke participation in the Extended Warranty program.

  • Limitations and Voiding of Warranty
    The warranty will be void if products are used contrary to the instructions in the User Manual or subjected to abuse, misuse, or improper maintenance. Customers whose claims are denied under this section will still be able to purchase replacement parts, subject to availability, but those parts will not be covered under the warranty.

 

Product Discontinuation

In the event that Santevia discontinues the production or sale of a product or any of its parts, and a replacement part is no longer available, Santevia will not provide a substitute or alternate product free of charge. In such instances, any applicable warranty coverage for the discontinued product or part shall conclude, and Santevia shall have no further obligation to provide warranty service or replacement. This clause applies to the Extended Warranty programs, except where otherwise prohibited by law.

Modification or Cancellation of the Program

Santevia reserves the right to modify, suspend, or cancel the Extended Warranty program at any time, for any reason, and without prior notice. Such modification or cancellation will not affect claims made under the Extended Warranty prior to the date of modification or cancellation. Any warranty claims submitted before the effective date of modification or cancellation will be addressed in accordance with the terms in effect on the date the claim was submitted.