Warranty Terms
Overview
Every Dewhot gas appliance comes with a manufacturer’s warranty, guaranteeing the repair or replacement of any defective components resulting from the manufacturing process, as diagnosed by a Dewhot Technician. The warranty period starts from the date of purchase or installation by the customer, whichever occurs first, and is subject to the following Warranty Terms and Conditions:
Warranty Period
One Year Manufacturer Warranty
- All Dewhot gas appliances (geysers, hobs, and space heaters)
for both domestic and commercial installations that have been issued with a Certificate of Compliance (COC).
Two Year Part Warranty
- Copper Radiators for Constant Temperature units: domestic use only
- Copper Radiators for 20L & 30L Fan Forced Gas Geysers : domestic use only
Warranty Activation
All products must be registered on the Dewhot Warranty Portal to activate the warranty. Once registered, the product must be assigned to the relevant reseller or Dewhot Depot. Warranty Portal
Dewhot strives to ensure a positive customer experience but reserves the right to terminate communication or void the warranty due to profanity, mistreatment, false claims, or accusations made in person, telephonically, via email, social media, or any other way. False claims may result in legal action.
Dewhot does not issue swap-out units.
Responsibility
Dewhot (Supplier)
- Offers remote technical assistance to support the product, customer, and/or installer by providing on-site quick-checks for fault resolution and further advanced diagnostics if necessary.
- Reserves the right to request site and installation images and videos from customers and/or installers to diagnose or resolve issues.
- Covers call-out fees and parts replacement if a warranty fault is confirmed by a Dewhot Technician.
- Not responsible for any damage in transit.
Installer
- Assesses intended usage (single or multiple use) and evaluates the site for water quality and pressure.
- Recommends the appropriate model type and size based on assessments.
- Conducts installation according to Dewhot instructions, including adherence to pipe sizing charts, LPGSA regulations, and issuance of a COC.
Customer
- Bears costs for call-out fees, repair or replacement of parts, and transportation if the fault or damage is due to conditions that invalidate the warranty (e.g., incorrect or illegal installation, misuse, neglect, or external factors).
Product Protection
- Install a gas filter to protect the gas section and burner from contaminated gas.
Tip: Install the gas filter before the gas regulator.
Tip: Bleed the gas bottle for 1-2 seconds before installation to ensure clean gas. - Use over-pressurization valves in locations with fluctuating water pressure.
- Use anti-freeze valves in regions with severe cold weather.
Solar to Gas Applications
- Every solar to gas valve must be fitted with a tempering valve to safeguard against potential damage, such as preventing plastic components from melting inside the valve, and to prevent damage to the gas geyser.
- Failure to install the solar valve correctly will void the warranty.
Repair Conditions
- The Warranty “Void” seal should not be tampered with unless explicit approval is granted by a Dewhot technician to a Gas Installer for the purpose of repairing the unit.
- A unit will undergo WARRANTY REPAIR if it complies with the warranty terms and is diagnosed by a Dewhot technician as a factory fault. Dewhot will cover repair costs and, if necessary, courier expenses.
- A “loan unit” will not be provided. However, remote technical assistance will be offered for initial quick testing and diagnosis. If a factory fault is identified, Dewhot will authorize a qualified installer to repair or replace faulty parts, covering one call-out fee up to a predetermined amount, and replace all necessary parts for the warranty repair. The remaining warranty period will be valid following any repair.
While in Transit
- Dewhot does not accept responsibility for any damage to the appliance during transit. The appliance must be packaged properly, preferably in its original packaging. Document the condition of the unit before shipping in case there is an incident and you need to claim against the courier.
Cancellations
- Any cancellation of a “paid order” will result in a full refund within 14 days, unless the unit is damaged (courier costs incurred will also be deducted). If a unit has been installed, used, and returned, a 10% handling fee will apply (with deduction of courier costs, if any).
- No refunds will be issued after 14 days for any shipped units. Units not installed and approved by a registered gas installer (affiliated with the SAQCC gas association) will not be eligible for a refund or warranty.
- Units not returned in their original packaging will not qualify for a refund.
- Any units modified or repaired (during the warranty period) by anyone other than a registered LP gas practitioner will not be covered under the warranty.
Installation Requirements
Certificate of Compliance (COC)
- Installations must be completed by a qualified, registered LPGSA installer and issued a valid COC that correlates with the product’s serial number.
- Changes to the original installation may negate the COC and/or require a reissue.
Indoor Installations
- Must be flued with a 300mm length before a gradual bend to exit the room. Do not bend downwards to avoid triggering the unit’s temperature sensor to switch off.
- 20L indoor flue must move horizontally after the 90° bend to prevent condensation from running into the geyser.
Outdoor Installations
- Must use a weather box for models: 8L, 12L & 16L Low Pressure, 12L & 16L Constant Temperature, and 20L Fan Forced.
- If a type B or C unit is installed outdoors, it must be installed with a weather box and a flue.
- Altering flue sensors on any unit will void the warranty.
- Cyclone flues are encouraged in coastal areas with high levels of condensation, wind, or rain.
Mobile Installations
- Do not require a weather box if there is sufficient weather protection (e.g., under cover/roofing). If left outside unprotected for extended periods, a weather box is needed.
When the Reseller Refuses to Support the Product
- If the original gas installer refuses to support the installation and/or product, the responsibility lies between the customer and the installer.
- Dewhot can assist with the diagnosis, but the following must be arranged:
- A recommended Dewhot installer must be called out to perform initial remote on-site diagnostics and repairs. If irreparable on-site, the unit must be removed and couriered back to the Dewhot branch from where it was purchased. By law, only qualified installers can remove these units.
- If repaired on-site by the installer but the product is out of warranty, the customer will be liable for the call-out, repair, and spare parts.
Customer Cost Liability
- The customer will be responsible for all repair costs, including parts, installer call-out fees, and other related costs if the unit is:
- Not installed by a registered installer.
- Not issued with a COC.
- Not an actual warranty-related issue (please perform self-checks for simple operational errors).
- Outside of its warranty period.
- Not met all the warranty requirements.
- Not submitted via the Warranty Portal with necessary fault description and related photos/videos.
Note: Discuss call-out fees upfront with the installer as these can vary and might be outside of Dewhot’s agreed rates.
Disputes
- When there is a dispute between the reseller and Dewhot, because the installer represents the customer, the installer needs to remove the unit and arrange for it to be collected and delivered to the nearest Dewhot branch.
- If the unit is not faulty or the issue is not warranty-related, the customer will be responsible for all the costs incurred.
