Warranty
Urban Purify Warranty Policy
At Urban Purify, we stand behind the quality of our products. This warranty policy outlines the coverage, conditions, and exclusions for both subscription and non-subscription purchases.
1. Warranty Coverage Overview
Urban Purify warranties apply only to manufacturing defects under normal household use and proper maintenance. Warranty coverage differs depending on whether the product was purchased under an active subscription or as a one-time, non-subscription purchase.
2. Subscription Purchases – Lifetime Warranty
- Customers who receive a stainless steel filter housing as part of an active Urban Purify subscription are covered by a lifetime warranty on the stainless steel filter housing.
- This warranty covers manufacturing defects in the stainless steel housing only.
- The warranty remains valid only while the subscription is active and in good standing.
- Filter cartridges must be replaced in accordance with the selected subscription plan, every 2 or 3 months.
- For warranty eligibility, replacement cartridges must be genuine Urban Purify cartridges purchased directly from Urban Purify.
- The lifetime warranty does not cover damage resulting from misuse, neglect, improper installation, unauthorised modifications, use of third-party or non-genuine cartridges, overdue cartridge replacement, normal wear and tear, or issues related to water quality caused by expired or clogged cartridges.
- If a subscription is cancelled, paused for an extended period, or otherwise becomes inactive, the lifetime warranty is void.
3. Non-Subscription Purchases – 12-Month Limited Warranty
- Customers who purchase the stainless steel filter housing without a subscription are covered by a 12-month limited warranty from the original purchase date.
- This warranty covers manufacturing defects in the stainless steel housing only.
- To remain eligible for warranty coverage, the filter must be used according to product guidelines and the filtration cartridge must be replaced every 3 months, depending on usage and water quality.
- For warranty eligibility, replacement cartridges must be genuine Urban Purify cartridges purchased directly from Urban Purify.
- Failure to replace cartridges within the recommended timeframe, or use of third-party or non-genuine cartridges, is considered improper maintenance and may void warranty coverage.
- This warranty does not cover reduced performance due to cartridge exhaustion, damage caused by overdue cartridge replacement, misuse, neglect, improper installation, unauthorised modifications, or normal wear and tear.
- Urban Purify may request proof of cartridge replacement and/or photos of the product when assessing a warranty claim.
4. Cartridge and Maintenance Disclaimer
Filter cartridges are consumable items and are not covered under warranty.
Using non-genuine cartridges or using a filter beyond the recommended cartridge lifespan may reduce filtration performance, impact water quality, and place unnecessary strain on the filter system. Warranty claims related to performance or damage caused by non-genuine or overdue cartridges may be declined.
5. Warranty Claim Process
- To submit a warranty claim, customers must email info@urbanpurify.com and include their order number, a description of the issue, and clear photos or videos of the product.
- Urban Purify reserves the right to request additional information, request return of the product for inspection, and repair, replace, or refund the product at its discretion if a claim is approved.
6. Exclusions and Limitations
- This warranty does not cover cosmetic damage that does not affect functionality, damage caused by accidents or external factors, commercial or non-household use, or courier damage, which is addressed under separate shipping policies.
7. Changes to This Warranty Policy
- Urban Purify reserves the right to update or modify this warranty policy at any time. The version in effect at the time of purchase will apply.
For all warranty enquiries, please contact info@urbanpurify.com