Warranty terms and consumer guarantees.

1. Business and responsible party

The full warranty claim postal address and the identity of the warrantor are stated on the customer's quote, invoice or product-specific warranty schedule supplied at or around the time of sale. River City Water Filters is responsible for obligations that apply to goods or services it supplies. A separate manufacturer or supplier warranty is the responsibility of the warrantor named in its warranty schedule, although a customer may contact River City Water Filters for reasonable claim assistance.

2. What forms the warranty

The warranty documents, in order of product-specific detail, are:

1. the written quote and invoice;
2. the product-specific warranty schedule supplied with the product;
3. the manufacturer's or supplier's warranty document, where applicable; and
4. these general warranty and claim terms.

If no written schedule identifies an additional voluntary warranty, no additional fixed-term warranty is offered by River City Water Filters. This does not affect automatic consumer guarantees under the law. Verbal statements do not vary the written voluntary warranty unless confirmed in writing by the relevant warrantor.

3. Duration and start date

The duration is only the period stated for the particular covered component in the product-specific warranty schedule. It begins on the installation date shown on the invoice, or the purchase date if installation is not supplied or arranged. Replacement of a component does not restart or extend the original voluntary warranty unless the schedule or applicable law says otherwise.

Filter cartridges, seals and other consumables are not covered for normal depletion or scheduled replacement. Any separate defect warranty for a consumable is limited to the written manufacturer or supplier warranty and rights available under law.

4. Conditions of additional voluntary cover

To claim the additional voluntary warranty, the customer must, where relevant:

• provide proof of purchase and the product-specific warranty schedule;
• have the system installed by a suitably licensed plumber where plumbing work requires a licence;
• use the product only for the water source, pressure, temperature, flow and purpose stated by the manufacturer;
• follow installation, use, flushing, maintenance and cartridge replacement instructions;
• take reasonable steps to prevent further damage after discovering a problem; and
• allow reasonable inspection and provide reasonable access to the product.

Failure to meet a voluntary warranty condition affects that additional warranty only to the extent the failure caused or contributed to the claimed problem. It does not remove rights that cannot be excluded by law.

5. Voluntary warranty exclusions

To the maximum extent permitted by law, additional voluntary cover does not apply to:

• normal wear, cosmetic change, cartridge depletion, routine servicing or maintenance;
• taste, odour, contaminant reduction, flow or water-quality outcomes not expressly stated in the written product specification;
• damage caused by unsuitable source water, excessive sediment, scale, iron, chemicals, microbiological contamination or water conditions outside product specifications;
• water pressure, temperature, freezing, water hammer, flood, fire, storm, power surge, pests or other external events outside product specifications;
• misuse, neglect, impact, unauthorised modification, relocation, bypass, repair or use of incompatible parts or cartridges;
• incorrect installation, pre-existing plumbing faults, inaccessible pipework, leaks or workmanship not supplied by the relevant warrantor;
• failure to replace cartridges or perform maintenance at the required interval; or
• labour, plumbing, travel, access, removal, reinstatement, freight or consequential costs unless the written schedule or applicable law says they are covered.

An exclusion is not applied where doing so would unlawfully exclude or restrict an Australian Consumer Law remedy.

6. How to make a claim

1. Stop using the system if continued use may cause damage or create a safety risk.
2. Email rivercitywaterfilters@gmail.com or call the River City Team on 1300 850 865.
3. Provide the customer's name, installation address, invoice or job number, purchase and installation date, product model and serial number, installer details, maintenance history and a clear description of the problem.
4. Attach photographs or video and copies of the invoice and warranty schedule where reasonably requested.
5. Keep the product and affected parts until the claim is assessed, unless disposal is necessary for safety.

River City Water Filters will acknowledge the claim, identify the responsible warrantor, request any reasonably necessary information and explain the next assessment step. The customer must not incur third-party repair or replacement costs expecting reimbursement without written approval, except for reasonable urgent action needed to prevent injury or further damage.

7. Assessment, remedies and claim expenses

The product may need to be inspected on site or returned as reasonably directed. If the claim is accepted under an additional voluntary warranty, the warrantor will provide the remedy stated in the product-specific schedule, which may be repair, replacement with the same or an equivalent component, re-performance of a covered service, or refund of the covered component.

The product-specific schedule states who pays reasonable inspection, freight, travel, access, removal and reinstallation costs. Do not send a product or engage a contractor at the warrantor's expense without written approval. Where the claim is valid under the Australian Consumer Law, responsibility for expenses and remedies will be determined by that law and cannot be reduced by these terms. To request reimbursement of an approved expense, provide the written approval and an itemised receipt by email.

8. Installation and independent plumbers

Plumbing work will be performed by a suitably qualified plumber. Where the quote or invoice identifies an independent plumber as the supplier of installation services, that plumber is responsible for their own licence, workmanship and service warranty. River City Water Filters does not assume or extend that separate workmanship warranty. This allocation does not remove any rights or remedies a customer has against River City Water Filters where River City Water Filters is legally responsible for supplying or arranging the relevant service.

9. Limits that apply only where lawful

Nothing in these terms excludes, restricts or modifies a consumer guarantee, remedy or liability that cannot be excluded under the Australian Consumer Law. For any liability that the law permits to be limited, liability under an additional voluntary warranty is limited to the remedy stated in the product-specific warranty schedule and does not include indirect or consequential loss. This limitation does not apply to reasonably foreseeable loss or damage for which compensation is available under the Australian Consumer Law.

11. Privacy and records

Claim and registration information is collected to verify purchases, assess claims, contact customers and liaise with installers, suppliers or manufacturers. See the privacy policy for more information. Customers should retain their invoice, warranty schedule, installation record and maintenance receipts.

These are general website terms. The product-specific warranty schedule supplied at or around the time of sale must be read with them. River City Water Filters may update these general terms for future sales, but an update does not reduce rights or an accepted written warranty applying to an earlier purchase.