Warranty, after-sales service
Warranty Period
Warranty for electrical appliances is two years from date of invoice issuance.
Warranty for supplies and spare parts is six months from date of invoice issuance.
Warranty policy
General rules and conditions
You must bring the original invoice.
Warranty means repairing the product, and replacement is only for products that cannot be repaired. However, in the event of a manufacturing defect in the product during the first operation, and within six days from date of sale invoice, the product can be replaced or returned.
The product must be within the warranty period and according to the original sales invoice.
Warranty includes any defect or defect in the product resulting from a manufacturing defect. Warranty does not include any defect or malfunction due to misuse, poor installation, maloperation, or failure to comply with the instructions for regular maintenance of the product.
The warranty does not include consumables in the product that need to be replaced periodically.
Tampering with the product, disassembling it, maintaining it at non-specialized centers, or using non-original spare parts will void the warranty.
The customer is responsible for bringing the product to one of the approved maintenance centers of Samnan Water Solutions Company. In the event that the customer requests an on-site maintenance service, the customer will bear the external maintenance fees according to the specified prices, in addition to the spare parts/ products that are not covered by the warranty.
The product is examined at maintenance centers of Samnan Water Solutions Company, and if the warranty conditions are met, Samnan Water Solutions Company bears the cost of maintenance and damaged spare parts due to a manufacturing defect, or the replacement of the product if it cannot be repaired. Samnan Water Solutions Company does not bear any costs resulting from any damages that occur due to a defect in the product whatever the reasons.
Installation, operation and periodic maintenance must be carried out in accordance with recommendations of user manual.
When leaking or a defect occurs in the product, use must be stopped immediately and sent to the nearest authorized maintenance center. Warranty does not include any additional damage due to delayed repair of the product.
Electrical supply voltage must be identical to nominal voltage, with a difference not exceeding 5% with load at motor terminals. However, in case of artesian wells, a decrease is allowed not to exceed 3%.
The product (except for submersibles) must be installed in a well-ventilated, dry place, preventing water from falling on it. Desalination units must also be installed in an air-conditioned place away from sunlight.
Powering with generator electricity may damage some of electrical parts in the product and void its warranty.
Pumps are suitable for clean water and presence of high salt or sulfur levels may lead to damage to pump parts and are not covered by the warranty.
Delivery: Additional fees may apply if the location is outside urban area covered by our branches.
Installation: Installation fees are charged for the central products inside and outside the urban area covered by our branches (pumps – submersibles – heaters – softeners – central filter – jumbo filter – pressure tanks – pressure devices).
Warranty conditions for pumps and submersibles
The above general rules and conditions are an integral part of warranty terms.
Dry operation or operation without water flow causes damage to pump / submersible parts, and they must be protected using appropriate protection by a float, sensor, or pressure switch, taking into account their installation in a way that prevents dry operation. Submersible operation must be prohibited except in the case of complete submersion, with cooling water flowing at the rate specified in the case of artesian submersibles.
A capillary cable for submersibles must be used, sized to suit the load, to avoid voltage drops during operation.
In the case of automatic operation of 1-phase pumps/submersibles, a float with an operating amperage of no less than the nominal ampere of the pump/submersible must be used. Otherwise, a control panel must be used.
An appropriately sized breaker must be used to protect 1 phase pumps/submersibles from short circuits.
3-phase pumps/submersibles must be operated by a control panel equipped with protections of appropriate sizes to protect against short circuit currents, overload, increase or decrease in voltage, and interruption of a phase, and must include sensors in the case of sewage submersibles and artesian submersibles.
Pumps 1 phase, 3 to 5 HP, must be installed on a control panel to protect them from overloads and short circuits.
Successive and repeated operation and stopping of pumps/ submersibles causes damage to the motor, and it must be taken into account when choosing posters that the time between stopping and operating should not be less than 5 minutes, and for submersibles it should not be less than 15 minutes.
Actual operating point must be within the appropriate operating range of the pump/plunger at a flow rate less than the minimum or exceeding the maximum may result in repeated damage and is not covered by the warranty.
A drop in temperature below zero degrees Celsius leads to freezing of water inside pump and results in severe damage to pump parts and is not covered by the warranty. Pump must be emptied of water after it stops.
Pumps/submersibles (except sewage submersibles) are suitable for pumping clean water. The presence of sediments in the water may lead to damage to the pump parts and are not covered by the warranty.
Sewage submersibles of all types are suitable for pumping sewage water. Warranty is voided if sand, gravel, or long pieces are present in the water, which leads to damage to parts of the submersible and are not covered by warranty, except for sewage submersibles equipped with a float.
Plunger must be operated at a minimum once a week to avoid the plunger becoming stiff due to its storage under water. Applications that require the plunger to be operated at frequent intervals require that the plunger be removed from water after use, and it must be washed before storage, taking into account the rotation of the plunger shaft before restarting it.
Volumetric pumps (with small impellers) become stiff quickly once they stop operating, and should be operated at a minimum of every 3 days.
Warranty is voided if the plunger is operated directly on a center pivot or garden sprinkler network.
Warranty conditions for pressure devices, pressure tanks, pressure switches and electric floats
The above general rules and conditions are an integral part of warranty terms.
Nominal pump amps must not exceed amps of pressure device/ electric float/pressure switch.
Maximum pumping height shall not exceed 80 percent of the specified restart pressure of the compressor.
Maximum pump pressure must not exceed the operating pressure of the pressure tank/pressure switch/pressure device.
Air pressure in pressure tank must be adjusted to be equal to restart pressure of pump.
Air pressure in pressure tank must be monitored every six months as maximum to compensate for the air leaking through the calf.
Successive operation and stopping of pump void the warranty, and time between stopping and restarting must not be less than 5 minutes.
Warranty conditions for desalination units
The above general rules and conditions are an integral part of warranty terms.
Desalination units used to feed an open tank are not covered by the warranty.
Operating desalination units continuously without stopping voids the warranty.
Desalination units must be used with a pressure tank whose capacity does not exceed 15 percent of the device’s productivity.
Stopping the use of desalination units for a period exceeding two weeks may lead to damage of some parts and may require replacement of filters and is not covered by the warranty.
Desalination units are suitable for public network water whose salts do not exceed 900 mg/L. Using well water or high-salt water during a public network water outage leads to damage of some parts of the unit and is not covered by the warranty.
In the event of an increase in rate of water consumption, the primary treatment filters must be replaced according to the water consumption, and the replacement must be 375 gallons/day, and the replacement must be every 2,500 gallons for the 75-gallon/day units and 5,000 gallons for the 225-day units. Failure to replace them will lead to damage to reverse osmosis membranes and some components of desalination unit and are not covered by the warranty.
Failure to replace filters regularly according to filter replacement schedule or consumption rate (whichever comes first) voids the warranty.
Closing drain water line will cause serious damage to the product and is not covered by the warranty.
Return and replacement policy
Return or replacement policy applies to products purchased through Samnan sales outlets.
Products purchased through a distributor will not be returned or replaced.
Returns or replacements can only be made based on the original invoice.
Customer has the right to return within 7 days from date of invoice, including official holidays.
Customer has the right to replace within 14 days from date of invoice, including official holidays.
None of liquid or chemical materials will be returned or replaced.
Goods that were sold with a promotional offer, return or replacement policy applies to all accessories of the offer without any curtail.
Private sales contracts or special orders are excluded from this policy.
Procedures
Verify from the branch official that goods are intact and not used.
In the event that purchases are returned without being replaced with other items of same or higher value, price difference will be returned to the customer in same way they were paid (cash/credit cards/bank check/purchase vouchers).
Returned or replaced goods must be in same original condition when purchased, unused, not dismantled or operated, and in same packaging or exterior box and in the original condition in which it was received from the exhibition.
Warranty policy is subject to the terms and conditions described in product manual or terms and conditions of warranty policy shown on Samnan website.