1. Product & Warranty Coverage
1.1 Standard Warranty Period:
The MG10 and other Aqua Ubique products come with a 12-month warranty, which can be extended to 2 years if the customer becomes a member of Aqua Ubique’s filter subscription program and installs filters as they arrive.
1.2 Coverage:
This warranty covers both parts and labour for defects in materials or workmanship.
1.3 Exclusions:
This warranty does not cover:
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Damage from misuse, abuse, neglect, or improper maintenance
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Damage from power surges or electrical faults (customers are recommended to install a surge protector)
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Damage caused by connecting the unit to pressurised external water lines
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Normal wear and tear or cosmetic damage
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Damage caused by unauthorised modifications or repairs
1.4 Product Performance Disclaimer:
Atmospheric Water Generators (AWGs) are humidity and temperature dependent. Aqua Ubique will make best efforts to estimate water production at the customer’s location, but actual output depends on climate conditions that are outside our control. As such, customers are responsible for conducting their own research before purchasing a machine. A machine not generating water is not grounds for a full refund unless it has a mechanical fault that prevents water production, as determined by Aqua Ubique.
1.5 Extended Warranty Option:
Customers who join Aqua Ubique’s filter subscription program and install filters as they arrive will receive an extended 2-year warranty.
1.6 Australian Consumer Law (ACL) Notice:
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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.
2. Returns & Refunds
2.1 Return Conditions for Purchased Units:
Customers may return a purchased unit if:
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The unit is defective or faulty within the warranty period
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They have changed their mind within the first 3 months of purchase (refund issued minus freight costs)
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The product does not perform as expected, provided the claim is made within the first 3 months (refund issued minus freight costs)
2.2 Change of Mind Returns:
If a customer changes their mind within 3 months of purchase, they can return the product for a refund, less freight costs. The unit must be returned in an undamaged condition.
2.3 Packaging Requirements:
The original packaging is not required for returns. However, customers must package the unit securely to prevent damage in transit. Aqua Ubique requires photos of the packaged unit before pick-up. Specific packaging instructions will be provided when a return is activated.
2.4 Freight Responsibility:
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If a machine is returned due to a suspected fault, Aqua Ubique will cover freight costs, but the customer is responsible for securely packaging the unit.
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If the returned unit is found to be not faulty, the customer will be responsible for all return freight costs.
2.5 Leased Units:
This policy applies only to purchased units. Lease returns are covered under a separate agreement.
3. Fault Diagnosis & Repair Process
3.1 Remote Diagnosis:
If a machine has a suspected fault, the customer must work with Aqua Ubique to remotely diagnose the issue. This may include:
3.2 Initiating a Warranty Claim:
Customers must email water@aquaubique.com.au to initiate a claim.
3.3 Repair Location:
Repairs may be conducted on-site or require the unit to be shipped back, depending on the issue.
3.4 Turnaround Time:
Repairs and replacements are typically completed within 30 days, subject to customer location, stock availability, and freight times.
3.5 Temporary Replacement Units:
Aqua Ubique does not provide temporary replacement units. However, the warranty period will be paused from the day the customer reports the fault until the day the repaired unit is returned.
3.6 Irreparable Units:
If a product is deemed irreparable under warranty, it will be replaced with a refurbished unit.
3.7 Return Inspection Process:
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Once returned, Aqua Ubique will inspect the machine.
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If the machine is found to be faulty, Aqua Ubique will replace the unit at no charge.
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If the machine is not found to be faulty, the customer will be responsible for all return freight costs.
4. Delivery Policy
4.1 Delivery Areas:
Aqua Ubique delivers Australia-wide. International customers should use the Contact Us form to discuss shipping options.
4.2 Delivery Timeframe:
Orders will typically ship within 5 business days, provided stock is available.
4.3 Shipping Costs:
Delivery costs are included in all invoices.
4.4 Damaged Shipments:
If a unit arrives damaged or with missing parts, customers must immediately take photos and email them to Aqua Ubique before opening the box.
4.5 Delivery Method & Requirements:
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Customers must be present to receive the unit. Failure to be present my result in failed-delivery charges.
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Delivery does not include installation; customers must install the unit themselves following the instruction manual included in the box.
5. Customer Rights Under Australian Consumer Law (ACL)
This warranty does not limit customers’ rights under the Australian Consumer Law (ACL). Customers are entitled to a repair, replacement, or refund if their product does not meet the consumer guarantees under ACL.
For major failures, customers can choose between a refund, replacement, or compensation for any loss suffered. For minor failures, Aqua Ubique will provide a repair or replacement at no cost.
If you have any questions or need to make a claim, contact us at water@aquaubique.com.au.
