Warranty and Returns Policy

Warranty 

WATER WISE WATER TRUCKS AUSTRALIA PTY LTD (Water Wise) warrants their parts against defects in material or workmanship for a period of 12 months.
 
This warranty is limited to the repair or replacement of defective items.  To receive warranty consideration all defective parts must be returned to Water Wise for inspection, freight prepaid, or at the option of Water Wise held at the distributor’s place of business for inspection by an authorized representative of Water Wise for a period of 6 months.
 
Water Wise reserves the right to inspect any defective items prior to any warranty consideration being issued.  This warranty will not cover failures due to neglect, improper use, improper maintenance, accidental damage or operator abuse.  Hydraulic pumps, PTO’s and special equipment manufactured by others are covered by the warranty of the respective manufacturer.
 
In no event shall Water Wise be held liable for special, commercial, consequential or other damages, expenses or legal fees, with respect to the sale of said equipment or its use or operation.
 

Faulty Items

If items are faulty on delivery please contact us soon as possible through the resolution centre in "My Account" or by telephone.

We will issue a Return Authority (RA) Number and organise a date and time (4 hour window) for pick up through our freight carrier.

Upon return to our warehouse we will inspect the item and repair or replace at our discretion.
 

Change of Mind Returns

All items may be returned for change of mind provided they are unused and in resaleable condition. We do not offer returns for change of mind on products that are 'purchased in' items as we do not usually stock these items.

 

We offer change of mind returns within 7 days from date of delivery.

Please contact us by telephone or through the resolution centre in the "My Account" section with your invoice number and we will issue you a Return Authority (RA) Number.  You will  be required to arrange return shipping to our store in Victoria. 
15 Mephan Street
Footscray VIC 3011

A 10% restocking fee applies to all items returned for change of mind reasons. Original shipping costs are non refundable. 

 

For change of mind we will calulate the refund amount and credit this back to your account. The refund amount is calculated as the original invoice cost minus original shipping cost and our 10% restocking fee.

The following conditions need to be met for change of mind returns:

•  The item to be returned must be in new 100% resalable condition, with all internal and external packaging, any accessories, instruction manual or labels included when sent back.  We reserve the right to reject any change of mind returns in the event that we find the received product not in new 100% resalable condition and is damaged or in a condition we feel unfit for resell.  If the item is rejected for a change of mind return when we receive the product, we will charge you a 15% restocking and handling fee (instead of 10%), for the time and resources involved, upon determining that the item is not in 100% resalable condition but can be sold as refurbished product. 
• Do not stick or write anything extra on the packaging of the item, only do so on the external packaging of the item.
• The item returned has to be securely packaged so the returning courier can safely deliver it.
• The item must be returned within 10 days from the date of issue of your RA number for the item.

Procedure to Claim

Contact WATER WISE WATER TRUCKS AUSTRALIA PTY LTD (Water Wise) prior to any major warranty work being performed.  This will enable Water Wise to give the dealer assistance and instructions, special procedures or special parts may be required to perform the repairs in a timely and professional manner.  This procedure MUST be followed in the event of a structural failure as Water Wise may want to inspect the failure prior to any repairs being performed.
 
Within thirty (30) days after the repair work is performed the dealer will need to submit a Water Wise Warranty Claim Form and return the defective parts to Water Wise freight prepaid if requested.  The following information must be contained in the Water Wise Warranty Claim form; Part model or Serial Number of the Water Wise Tank and prime mover make, model and serial number; date the part or tank was put into service; total number of hours on part or tank; date of failure; part causing failure and what was done to correct problem. (Please attach photos)
 
In no event will Water Wise be held responsible for work performed by a dealer or user when the unit is being field installed by someone other than Water Wise.
 
Warranty Claim Allowance
Water Wise will reimburse its dealers at the prevailing original equipment manufacturer rate of up to $XX.XX per hour for replacement or repair of defective parts and workmanship during the warranty period.  Water Wise does not pay any over-time rate, travel time, travel expense or mileage for warranty work.
 
Water Wise will reimburse their dealers only for parts used from their stock or ordered from Water Wise for warranty replacement. All defective parts must be returned to Water Wise, Ascot Vale, Victoria, freight prepaid attention warranty department or at Water Wise’ discretion held at the dealer’s place of business for a maximum of 6 months for inspection by Water Wise.  After inspection by Water Wise, if the parts are found to be defective due to material or workmanship, Water Wise will reimburse it’s dealer at the dealers cost for the defective part.  Supporting invoices for parts must accompany your written warranty claim.