Warranty

AFTERSALES SERVICE & WARRANTY POLICY 2026

1. Purpose

This policy establishes official guidelines for handling product complaints, warranty claims, and after-sales service for Fluidra products distributed in Indonesia. The purpose of this policy is to ensure:

1. Consistent after-sales service standards
2. Clear responsibilities between Fluidra Indonesia and Authorized Distributors
3. Efficient complaint handling and resolution
4. Appropriate warranty governance and cost control

This policy serves as an official reference for all Authorized Distributors in handling customer complaints related to Fluidra products.

2. Scope

This policy applies to:

1. All Fluidra products distributed in Indonesia
2. All Authorized Fluidra Distributors
3. All after-sales service activities, including:
   • Product complaints
   • Warranty verification
   • Technical inspections
   • Product repairs
   • Spare part replacement
   • Technical supervision

3. Warranty Period Reference

This After-Sales Service Policy is implemented in accordance with the Distributor Agreement between Fluidra Indonesia and the Authorized Distributor.

Warranty Period

After the product is sold and delivered to the end customer, an additional 1 (one) year warranty period will apply to the end customer, calculated from the date of product delivery to the end customer.

4. Distributor First Handling Rule

The initial warranty handling will be carried out by the authorized distributor before escalating the case to Fluidra Indonesia.

Distributor responsibilities include:

1. Taking the first action when an end customer files a complaint
2. Performing initial troubleshooting and basic technical verification
3. Checking the installation condition and operational parameters
4. Ensuring that the complaint is supported by complete documentation

Cases can only be escalated to Fluidra Indonesia if:

1. The issue cannot be resolved by the distributor, or
2. Technical support from Fluidra’s Aftersales team is required.

Failure to perform initial troubleshooting may result in delays or rejection of the complaint handling process. To support the distributor’s initial handling requirements, Fluidra Indonesia provides special and periodic training for Authorized Distributor technicians.

5. Complaint Submission Requirements

To ensure proper warranty validation and complaint handling, all required documentation must be submitted in full during the complaint submission process. Incomplete documentation may result in delays or failures in the warranty verification process.

Customers are required to provide the following documents to the Authorized Distributor:

1. Proof of purchase from the distributor
2. Photos showing the damaged components or parts
3. Video showing the unit still installed and in operation for technical investigation purposes

These documents serve as initial evidence to support a complaint filed with the distributor.

6. Warranty Coverage

The warranty is only valid if:

1. The product is still within the official warranty period
2. The product was purchased through an Authorized Distributor
3. The damage is caused by a manufacturing defect or product quality issue.

The warranty coverage includes:

1. Replacement of spare parts (FOC – Free of Charge)
2. Technical evaluation by the Fluidra Aftersales Team

Accommodation costs are not included in the warranty coverage for on-site supervision services, unless specifically agreed upon.

7. Warranty Exclusions

The warranty does not apply under the following conditions:

1. Improper installation
2. Improper electrical connection
3. Water chemistry imbalance or improper water treatment
4. Misuse or improper operation
5. Damage due to impact or external factors
6. Unauthorized modification or repair
7. Damage due to the environment or natural disasters

If any of the above conditions are found, the case will be categorized as Non-Warranty (Paid Service).

8. Warranty Claim Rejection Policy

Fluidra Indonesia reserves the right to reject warranty claims under the following conditions:

1. Damage not caused by a manufacturing defect
2. The product is outside the warranty period
3. Product identification or purchase documents cannot be verified
4. The product has been modified or repaired without authorization

The final decision regarding warranty eligibility rests solely with Fluidra Indonesia after a technical evaluation has been conducted.

9. Complaint Closure

A complaint will be considered closed if:

1. Repair or replacement has been completed
2. The distributor or customer rejects the repair offer
3. Required approval is not granted
4. The investigation cannot proceed due to incomplete documentation