Warranty, Returns & Exchanges Policy

Effective Date: July 31, 2026

This policy applies to Pureal products purchased from pureal.com.ph or an authorized Pureal Philippines dealer.

One-Year Limited Warranty

Pureal water purifier units come with a one-year limited warranty against confirmed manufacturing defects. The warranty begins on the original purchase date shown on the official receipt, invoice, or order record.

The warranty applies to Pureal Direct, Line Changer, Mini Changer, Hot & Cold, and other units expressly sold with warranty coverage.

Authorized Installation

The unit must be installed by the authorized Pureal Philippines team to qualify for warranty coverage, unless another arrangement is approved by Pureal Philippines in writing.

Damage caused by self-installation, unauthorized installation, modification, or repair may not be covered.

What the Warranty Covers

For a confirmed manufacturing defect, Pureal Philippines may provide:

• Troubleshooting or inspection

• Repair of the unit

• Replacement of a defective part

• Unit replacement

• Refund when repair or replacement is not reasonably available

The appropriate remedy will depend on the inspection findings, product condition, parts availability, and applicable consumer laws.

What Is Not Covered

The warranty does not cover:

• Replacement filters and consumable items

• Normal wear and tear

• Overdue or improper filter replacement

• Misuse, accidents, neglect, or improper handling

• Unauthorized installation, repair, modification, or relocation

• Use of incompatible or unauthorized filters and parts

• Unsuitable water pressure, temperature, or water source

• Sediment buildup caused by water conditions

• Fire, flood, pests, power fluctuations, or natural disasters

• Cosmetic damage that does not affect product operation

Damaged, Incorrect, or Incomplete Orders

Please inspect your order upon delivery and contact us within 48 hours if:

• The product arrived damaged

• The wrong item was delivered

• Parts or accessories are missing

• The product appears defective upon receipt

Keep the original packaging, accessories, manuals, and delivery materials while the request is being reviewed.

Return or Warranty Requirements

Please provide:

• Order number and proof of purchase

• Customer name and contact details

• Product model and serial number, when available

• Photos or videos of the concern

• Delivery or installation date

• Description of the issue

Pureal Philippines may conduct remote troubleshooting, an on-site inspection, or a product pull-out before approving a remedy.

Change of Mind

Refunds and exchanges are generally not accepted for change of mind, incorrect model or color selection, or when the product does not fit the customer’s space.

An unopened and unused product may be considered for exchange at Pureal Philippines’ discretion, subject to inspection, availability, and applicable delivery or handling charges.

This does not affect remedies for defective, damaged, incorrect, or misrepresented products.

Installed or Used Units

Installed, connected, or used units must be inspected before repair, replacement, exchange, or refund approval.

The concern will be assessed to determine whether it resulted from a manufacturing defect, installation issue, water conditions, plumbing, maintenance, or customer handling.

Replacement Filters

Opened, used, flushed, or installed filters cannot generally be returned for hygiene reasons, unless:

• The filter arrived damaged

• The wrong filter was delivered

• A manufacturing defect is confirmed

• Pureal Philippines supplied an incompatible filter

Exchanges

When the issue is caused by a confirmed defect, delivery damage, incorrect item, or fulfillment error, Pureal Philippines will coordinate the appropriate return or replacement.

Customers may be responsible for delivery, pick-up, reinstallation, or handling costs for discretionary returns or concerns not caused by Pureal Philippines.

Installation and Service Fees

Standard installation within Metro Manila starts at ₱1,000. Fees outside Metro Manila vary depending on location and site requirements.

Installation fees are generally non-refundable once the service has been completed.

Additional fees may apply for non-standard plumbing, extra materials, product relocation, reinstallation, difficult access, unsuccessful service visits, or provincial travel.

Purchases from Authorized Dealers

Dealer purchases may qualify for warranty support when the customer provides valid proof of purchase and the unit:

• Is authentic

• Has a valid serial number

• Was installed by the authorized Pureal team

• Was used and maintained correctly

Products purchased from unauthorized sellers may not qualify for warranty support.

Warranty After Repair or Replacement

A repaired or replaced unit remains covered for the remaining period of the original one-year warranty. Repair or replacement does not restart the warranty period unless otherwise required by law.

Consumer Rights

This policy supplements and does not restrict mandatory consumer rights under applicable Philippine law.

Contact Pureal Philippines

Please contact us before returning or shipping any product.

Email: contact@pureal.com.ph
Mobile: +63 963 581 7010
Website: pureal.com.ph

Pureal Philippines
Operated by Visionary Grand Corp.
1505 Jafer Place, Greenhills
San Juan City, Metro Manila, Philippines