Warranty Coverage

Velo Water products are built to the highest standards and are covered against defects in materials
and workmanship under normal use and proper installation.

Product warranties are separate from installation workmanship warranties.
If your installation was completed by a Velo Approved Installer, installation workmanship is covered for 12 months.

Warranty Activation
Each Velo Water system includes a unique serial number located on the tap, boiler, and chiller. These serial num-
bers must be registered to activate your warranty coverage.

• If installed by a Velo Approved Installer: Your installer will upload all serial numbers directly into the Velo
Hub portal. Your warranty coverage will commence from the date of installation.
• If installed by your own licensed installer: You must visit https://velohub.online/warranty/register
• within 14 days of installation and upload your serial numbers on the warranty page to activate coverage.

Customers choosing their own installer must also upload a copy of their installation invoice as proof of profes-
sional installation. For assistance, contact support@velowater.com.au.

Making a Warranty Claim
1. Submit a claim: email support@velowater.com.au with the below details:
• Product serial numbers
• Proof of purchase or installation
• Description of the issue

2. Assessment: Once received, Velo Water will review your claim and verify:
• Valid registration and active warranty coverage
• Proper installation by a licensed professional
• Ongoing filter maintenance (every 6 months as per Velo guidelines).

3. Resolution: If your warranty claim is approved, Velo Water will provide a return shipping label at no cost for the return of the chiller or boiler unit. Velo Water will cover all return freight costs associated with approved warranty claims.
• The 2-year warranty covers both parts and labour and excludes consumable items such as filters.
• This warranty only applies where the product has been installed and/or used in accordance with the user manual and installation instructions by a licensed plumber and in compliance with AS/NZS 3500.1 and AS/NZS 3500.2. Proof of compliant installation may be requested.
• If the warranty claim is found to be invalid or the warranty conditions have not been met, Velo Water reserves the right to charge reasonable inspection, labour, freight, and associated service fees.
• We may request that the product be returned to us for inspection and/or repair. Return instructions will be provided once the warranty claim has been lodged.
• For video instructions on how to safely disconnect the boiler or chiller unit, please visit Velo Water or contact .

4. Maintenance Compliance: If filters have not been replaced every 6 months (or evidence cannot be provided via order history or proof of purchase), Velo reserves the right to decline the claim due to lack of required maintenance.

Exclusions
This warranty does not cover damage or faults resulting from:
• Incorrect installation, modification, or relocation by unauthorised persons
• Improper use, neglect, or misuse (including running without water or CO2)
• Scale buildup caused by missed filter replacements
• Contaminated water supply, excessive pressure, or inadequate ventilation
• Excessive wear and tear or cosmetic damage
• Insect, vermin, or pest interference
• Natural disasters or electrical surges
• Any alterations, modifications, or relocation of the Velo system not performed by a licensed professional or authorised technician will void warranty coverage.
• Supplied CO2 regulators to be used at all times, using non supplied CO2 regulator will damage unit and void warranty

Ownership and Risk
Ownership of the product transfers to the customer once full payment has been received.
Until then, all goods remain the property of Velo Water.
Risk in the goods (including insurance responsibility) passes to the customer upon delivery.

Your Consumer Rights
This warranty is provided in addition to your rights under the Australian Consumer Law (ACL).
Our goods come with guarantees that cannot be excluded under the ACL.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Where permitted by law, Velo Water’s liability is limited (under section 64A of the ACL) to:
• Replacement or repair of the goods, or
• Payment of the cost of replacement or repair.

Warranty Service & Replacement
Velo products are covered by a comprehensive warranty against defects in materials and workmanship. Warranty service methods may vary depending on customer location, installation type, and the nature of the issue.

Residential Installations
Where a warranty replacement is approved, Velo will supply a replacement unit and cover all reasonable freight costs associated with the replacement.
Residential warranty replacements are designed to be completed by the customer or their nominated installer by following Velo’s provided draining, disconnection, and installation guidelines.

For customers who prefer not to complete the replacement themselves, Velo can arrange a Velo-approved technician to carry out the swap for an additional fee, subject

to location and availability. Technician availability and pricing may vary by region.

Commercial Installations
Commercial installations are supported through on-site service by Velo-approved technicians. Where a warranty replacement is required, Velo will arrange assessment, repair, or replacement on site to minimise downtime. Service arrangements for commercial installations may vary depending on location and site requirements.

General
The appropriate warranty process will be determined by Velo based on the customer’s location, installation type, and the nature of the issue.

Velo will provide clear instructions and support throughout the warranty process to ensure replacements can be completed safely and efficiently.

Contact Information
Velo Water Support
Email: support@velowater.com.au
Website: www.velowater.com.au