Dewhot Warranty Terms & Conditions

1. Warranty Overview

Dewhot (Pty) Ltd provides a two-year limited warranty on all Dewhot gas appliances, covering defects in materials and workmanship under normal residential use.

This warranty is:

• Free of charge for all qualifying units purchased after June 15, 2025
• Transferable to subsequent property owners. Ownership transfer must be completed through the Dewhot Warranty Portal under the ‘Transfer Ownership’ section
• Valid only for units registered within 30 days of purchase and installation, provided all registration requirements are met

2. Eligibility & Activation Requirements

To activate and maintain warranty eligibility:

• The unit must be installed by a qualified technician (registered on SAQCC) and in accordance with relevant local regulations. Correct and proper installations are not the responsibility of Dewhot and can affect warranty’s validity
• A valid Certificate of Compliance (COC) must be issued at the time of installation
• The unit must be registered on Dewhot’s warranty portal within 30 days of installation
• Registration requires uploading installation photos (appliance and cylinder) and the COC documentation

3. Warranty Coverage

Warranty includes coverage for:

• All internal and external components listed in Dewhot’s Warranty Coverage Sheet (available on request via warranty@dewhot.com)
• Dewhot reserves the right to inspect the unit prior to authorizing repairs or replacements
• The warranty only covers the Dewhot appliance, and does not cover any plumbing or electrical parts that form part of the installation

4. What Is Not Covered

The following exclusions may cause the warranty to become void and may incur a service charge and/or costs of parts and labour:

• Installation errors or damage caused by incorrect installation
• Damage from improper use, external factors (e.g. lightning, flooding), or environmental conditions
• Accidental damage to the appliance or any component including Acts of God; failure due to misuse; incorrect installation; attempts to repair the geyser other than by a qualified technician
• Failure due to limescale buildup or poor water quality
• Parts listed under the Warranty Exclusions Sheet (available upon request)
• Where it is found there is nothing wrong with the geyser
• Where the fault is related to a discharge from the pressure relief valve due to faulty plumbing
• Where leaks are related to plumbing and not the geyser or heater components
• Where the supply of gas, electricity or water does not comply with relevant codes or acts. i.e. non-potable water or dirty gas
• Where the geyser or geyser component has failed because of:
  • Excessive water pressure / temperature / corrosive atmosphere / ice / frost
  • Geyser location / position that does not comply with installation instructions
  • Poor quality gas supply, oil residue

5. Claim Process

a. Please first run through our warranty procedure before contacting Dewhot to lodge a claim via phone, email, or the online portal.

b. Provide:

• Proof of purchase
• Certificate of Compliance (COC)
• Warranty registration confirmation

c. Dewhot will assess the issue remotely. If unresolved:

• A technician will be dispatched (within defined service areas)
• If outside of service areas, the unit may need to be sent to a Dewhot warehouse or exchanged through a recognised installer
• Repairs will be prioritised
• If repair is not possible, the unit will be replaced
• Refunds are only offered when a repair or a replacement does not resolve the issue.

6. Service Area

Dewhot service technicians operate within a 50 km radius of our regional warehouses located in Cape Town, Johannesburg, and Durban. Support outside of these areas will be managed through authorised agents or courier-based solutions.

7. Transferability

This warranty is transferable to new owners of the property where the unit is installed, provided all original conditions are met and passed along, including:

• Proof of Purchase
• Certificate of Compliance (COC)
• Original warranty registration confirmation

Re-registration under the new owner’s name is required. The warranty remains valid for the remainder of the original two-year term and does not reset.

A gap of up to 3 months between the proof of purchase and Certificate of Compliance (COC) is permitted to accommodate ownership transfer and installation delays. The warranty becomes fully effective only upon valid COC submission. Extensions may be granted on a case-by-case basis at Dewhot’s discretion.

8. Limitations

• The warranty period is fixed at 2 years from the date of purchase and does not restart upon transfer or repair
• Dewhot is not liable for indirect, incidental, or consequential damages arising from product failure
• Any unauthorized modification of the unit voids this warranty

9. Finality of Closed Cases

Once a warranty case has been formally closed by Dewhot—either through successful repair, replacement, or communicated resolution—no further claims, rework, or refunds will be accepted for that specific issue. Reopening previously resolved cases is not permitted, and any subsequent claims must be submitted as a new, separate case with its own supporting documentation.

10. Call-Out Coverage

If a third-party or non-Dewhot Preferred Installer is appointed to handle a warranty-related service request, Dewhot will cover the cost of the first call-out associated with the reported issue.

After this initial visit:

• Any additional diagnostics, call-outs, or repairs will become the responsibility of the installer (if due to installation error or failure to bring the correct parts), or the customer (if unrelated to a manufacturing fault)
• All parts required for valid warranty claims will continue to be covered by Dewhot
• Labor charges for more than two visits per issue may not be reimbursed, particularly where return visits are due to the installer’s failure to bring the necessary components
• Additional service costs will only be covered if pre-approved in writing by Dewhot

11. Contact

For support or claims please contact your nearest Dewhot distribution center. All locations and contact details can be found at Dewhot.co.za