WARRANTY POLICY

Introduction:
PTGEM GROUP LIMITED. (“PTGEM”) manufactures its products with the highest standard of workmanship, using the best materials available through state-of-the-art process. PTGEM proudly warrants its products as follows:

Warranty for our Products (from Date of Invoice):
Our salt cell is covered by a two （2） year warranty on electrolytic cell for residential use as long as they have not exceeded 10,000 hours of use. and one （1） year warranty for commercial applications. Our power supply and controller have a warranty period of 2 years.
Water flow switch:1 year
PH probe:1 year
ORP probe:1 year
TDS probe:1 year
Acid （alkali） pump:1 year

This warranty shall not apply in the event of:
1. Damage caused by careless handling, improper repackaging, or shipping.
2. Damage due to misapplication, misuse, abuse or failure to operate and install the equipment as specified in the owner’s manual.
3. Damage caused by misuse, abuse or failure to operate and install the equipment out of the scope of a professional level demanded in similar equipment or installation type.
4. Damage due to unauthorized product modifications or failure to use original replacement parts of PTGEM.
5. Damage caused by negligence or failure to properly maintain products as specified in the owner’s manual.
6. Damage caused by failure to maintain water chemistry in conformity with the standards of the swimming pool industry for any length of time.
7. Damage caused by water freezing inside the product.
8. Accidental damage, fire or other circumstances outside the control of PTGEM
9. any willful modification, alteration or repair in any way made to any part of the product by any person that is not authorized by PTGEM.
10. Wear & tear parts.
11. Damage caused by the misapplication of electricity, natural calamities, or physical force.

Warranty Process
warranty process in 3 Steps:
Summary of PTGEM’s warranty process in 3 Steps:
1. Warranty against the warranty: Customer contacts PTGEM’s salesperson and provides completed details of the warranty which includes:
· Information about the failed/damaged products e.g. the product part number(s) and serial number(s)
· Description of the complaint/failure
· Relevant pictures
2. Once the complaint is received, it will be reviewed by PTGEM’s Quality Department in accordance with the “PTGEM Warranty Policy” in the PTGEM Product Catalogue.
3. After the investigation is completed, PTGEM will inform the distributor of the said products and follow up with the customer accordingly.

PTGEM’s Liability for the Products
 PTGEM warrants that its products are of sound material and workmanship. Should a defect become evident during the term of the warranty, PTGEM will, at its option, repair or replace such item or part at its own cost and expense. The customer will need to follow the above warranty process from PTGEM in order to obtain the benefit of this warranty. This guarantee is given to the owner of the equipment, and it is not transferable.
PTGEM is not, however, responsible under this warranty for any cost of shipping or transportation for the return of the products to PTGEM and the delivery of repaired or replacement product to the customer. PTGEM shall not be liable for any loss of time, inconvenience, incidental expenses such as labor cost, phone calls, legal cost or material cost incurred in connection with the replacement or removal of the product, and any other consequential or incidental damage on persons or assets. PTGEM will not be responsible for any business profit loss due to the operation stop and the non-conformity product. No indemnity or damages can be claimed on any account what so ever.

Warranty or Representations by Others
No dealer or other person has the authority to provide any warranty on behalf of PTGEM or its brands/group. Accordingly, PTGEM shall not responsible for any of such warranty or representation.
PTGEM Warranty Policy: This document supersedes all previous versions of our statements/publications.
PTGEM GROUP LIMITED. reserves the final right to exercise all warranties in case of disputes.

Reminder again
The manufacturer will not be liable for any consequential loss or damage caused by operation outside the prescribed limits as outlined the specified parameter range, damage caused by corrosion, excess damp, incorrect installation, connection to an incorrect mains power supply, changes to internal wiring, misuse, abuse, negligence, accidental damage, normal wear and tear, or damage caused by water entry.
The salt content in the swimming pool water is an important factor affecting the electrode life. The lower the salt content, the shorter the electrode life. It is recommended that the salt content should not be less than 3,000 ppm under any circumstances, it is recommended to maintain a salt content of over 5,000ppm.
Note: This warranty is strictly in-factory repair. In the case of failure, the complete unit must be returned to the manufacturer or their designated agent. All forward and return costs are the responsibility of the owner.
International buyers – please note: Import duties, taxes and charges are not included in the item price or postage costs. These charges are the buyer`s responsibility. Please check with your country’s custom office to determine what these additional costs will be prior to buying.