Warranty Policy

1. Warranty Coverage

Aquanello Ltd ("Aquanello," "we," "us," or "our") warrants to the original purchaser that Aquanello products will be free from defects in materials and workmanship under normal residential use for the following periods from the date of purchase.

Kitchen and bathroom taps and mixers, cold water taps, bath fillers, shower sets and shower mixers, hand showers, shower heads, riser rails, applied finishes, and accessories are covered for five years. Flexible connection hoses, shower hoses, and installation accessories supplied with or alongside the product are covered for one year.

For commercial installations, all warranty periods stated above are reduced by half.

2. Warranty Conditions

This warranty is valid only when all of the following conditions are met.

The product was purchased from an authorised Aquanello dealer or distributor. Products purchased from unauthorised sellers, including unauthorised online marketplaces, auction sites, or secondhand purchases, are not covered by this warranty.

The product was installed by a qualified professional in accordance with Aquanello installation guidelines and all applicable local plumbing codes. Installation by non-professionals or improper installation voids this warranty entirely.

The product has been used only for its intended purpose in a standard residential or commercial kitchen or bathroom environment.

The product has been maintained in accordance with Aquanello care and maintenance guidelines and included with each product. Failure to follow care and maintenance guidelines voids this warranty.

Proof of purchase is provided when making a warranty claim. Acceptable proof includes the original receipt or invoice showing the date of purchase, product description, and place of purchase.

For all taps and mixers, the ceramic cartridge must be cleaned at least once annually as specified in the Aquanello care and maintenance guidelines. Failure to perform this annual maintenance voids the warranty for all cartridge-related issues including leaks, drips, stiff handles, and reduced water flow.

Water pressure at the installation does not exceed 5 bar (72 psi). Where supply pressure exceeds 5 bar, a pressure reducer must be fitted before the product is put into service.

Any shipping damage must be reported to the dealer within forty-eight (48) hours of delivery. Failure to report damage within this timeframe voids any claim related to shipping damage.

3. What Is Covered

This warranty covers only genuine manufacturing defects. Under this warranty, Aquanello will, at its sole discretion, repair or replace any product or component that is found to be defective in materials or workmanship at the time of manufacture.

For taps and mixers, this means defects in the tap body or internal mechanism present at manufacture that prevent normal function, including porosity or casting faults in the solid brass or stainless steel body.

For applied finishes, this means defects in coating application present at manufacture such as peeling, flaking, bubbling, or separation from the base material occurring despite proper care. Products supplied in stainless steel are solid material rather than coated, so this paragraph does not apply to them.

For shower sets and shower components, this means manufacturing defects in shower bodies, diverters, riser rails, brackets, and shower heads that prevent normal function.

For accessories, this means structural or functional defects present at manufacture and identifiable at the time of installation.

Any condition that develops after purchase through use, wear, water conditions, installation, or maintenance is not a manufacturing defect and is addressed in the following section.

4. What Is Not Covered

This warranty does not cover the following. This list is comprehensive and these exclusions apply regardless of when the issue occurs during the warranty period.

Colour Fading and Finish Changes

Any fading, dulling, discolouration, or change in appearance of applied finishes including chrome, black, bronze, gold, and copper. Colour changes are not manufacturing defects and are not covered under any circumstances, regardless of when they occur or how the product was used.

Any change in appearance of stainless steel including dulling, patina development, or colour variation. Products supplied in stainless steel are solid material rather than coated, so changes in their appearance are a property of the metal itself.

Scratches and Surface Damage

All scratches, scuffs, or surface marks on applied finishes.

All scratches on stainless steel taps and accessories. Stainless steel scratches with use; this is a characteristic of the material.

All chips, dents, or impact damage on any product.

Cartridge Issues Without Maintenance

Any cartridge-related issues where annual cleaning has not been performed. This includes leaks, drips, stiff or hard-to-turn handles, reduced water flow, and cartridge failure. The ceramic cartridge must be cleaned at least once per year; failure to do so voids the warranty for any cartridge-related claim.

Rubber, Silicone, and Seal Degradation

All degradation, hardening, cracking, shrinking, discolouration, or failure of rubber seals, gaskets, O-rings, and silicone components. This applies to all products including tap cartridges, shower hoses, connection hoses, waste sets, and drainage components. Rubber and silicone are consumable materials that degrade naturally over time and are not covered regardless of the age of the product.

Consumable Components

All consumable parts including aerators, washers, O-rings, rubber seals, gaskets, and spray-jet nozzles. These parts are designed to be replaced periodically and are not covered.

Water Pressure Damage

Any damage to taps, cartridges, hoses, connections, or other components caused by water pressure exceeding 5 bar (72 psi). This includes leaks, burst hoses, cartridge failure, and any related damage. A pressure reducer must be installed if water pressure exceeds 5 bar; failure to do so voids the warranty for any pressure-related damage.

Water Conditions and Limescale

Any damage, build-up, or staining caused by hard water, mineral deposits, limescale, calcium build-up, iron content, or corrosive water conditions. Water spots, mineral staining, and limescale build-up are not manufacturing defects.

Any reduction in flow rate or change in spray pattern caused by limescale in aerators, shower heads, or hand showers.

Any damage to taps or cartridges caused by sediment, debris, or particles in the water supply.

Chemical Damage

Any damage caused by harsh chemicals, including damage to tap bodies, finishes, hoses, waste sets, and any other components. This includes damage from bleach, ammonia, chlorine-based products, acidic cleaners, descaling products not approved by Aquanello, chemical drain cleaners, and any cleaning products not recommended in the Aquanello care and maintenance guidelines. Use of harsh chemicals voids the warranty for any related damage.

Improper Care and Cleaning

Any damage caused by abrasive cleaners, scouring pads, steel wool, or abrasive cleaning tools.

Any damage resulting from failure to follow Aquanello care and maintenance guidelines.

Installation Issues

Any damage resulting from installation by a non-professional. All Aquanello products must be installed by a qualified professional; installation by homeowners, non-qualified individuals, or improper installation voids the warranty entirely.

Any damage caused during installation including scratches, dents, chips, overtightening, or incorrect fitting.

Any issues arising from installation that does not comply with Aquanello installation guidelines or applicable plumbing codes.

Any damage caused by installing products in environments they were not designed for.

Shipping Damage Not Reported Within 48 Hours

Any shipping damage that is not reported to the dealer within forty-eight (48) hours of delivery. Products must be inspected immediately upon delivery. Damage reported after 48 hours will not be considered shipping damage and will not be covered. Photographic evidence of damage must be provided at the time of reporting.

External Causes

Any damage caused by freezing, flooding, fire, lightning, earthquakes, power surges, acts of nature, or other events beyond Aquanello's control.

Unauthorised Modifications

Any damage resulting from repair, modification, or alteration by anyone other than Aquanello or an authorised service provider. This includes drilling, cutting, welding, bending, or modifying products in any way.

Misuse and Abuse

Any damage caused by accident, misuse, negligence, or use for purposes other than intended.

Any damage from using excessive force on handles, spouts, or other components.

Any damage caused by allowing a pull-out spray hose to retract forcefully rather than guiding it back by hand.

Normal Wear and Tear

All normal wear and tear including gradual dulling, minor surface marks, and changes in appearance consistent with regular use over time.

Labour and Installation Costs

All costs associated with removal, installation, reinstallation, diagnosis, or service of products. This includes plumber fees, contractor costs, and any labour required to access, remove, repair, or install products.

Consequential Damages

All water damage, property damage, mould, mildew, personal injury, lost time, business interruption, or any other incidental, special, or consequential damages arising from product defects, product failure, or any warranty claim.

Products from Unauthorised Sellers

All products purchased from unauthorised sellers including unauthorised online marketplaces, auction sites, liquidation sales, grey market sellers, or secondhand purchases.

5. Care and Maintenance Requirements

Failure to follow these care and maintenance requirements voids the warranty for any related damage.

For all products, clean regularly with mild soap and warm water only. Wipe dry after each use to prevent water spots and mineral build-up. Do not use abrasive cleaners, scouring pads, steel wool, or harsh chemicals under any circumstances.

For applied finishes, wipe with a soft damp cloth and use only mild soap for cleaning. Do not use any abrasive cleaners or harsh chemicals. Dry after cleaning to prevent water spots. Colour changes over time are normal and not covered by warranty.

For stainless steel, wipe in the direction of the grain when cleaning. Rinse thoroughly after using any cleaning product and dry immediately. Do not leave acidic substances sitting on the surface.

For taps and mixers, clean the ceramic cartridge at least once annually by removing it and flushing with clean water. This is mandatory to maintain warranty coverage. Clean the aerator regularly by unscrewing and rinsing to remove debris. Do not use excessive force on handles or spouts. For pull-out spray heads, guide the hose back gently and avoid letting it retract forcefully.

For shower sets, hand showers, and shower heads, clear the spray jets regularly by rubbing the nozzles with a fingertip or soft cloth. Do not immerse shower heads in descaling solution. Check that hoses are not kinked or twisted during use, and replace any hose showing signs of wear.

For waste and drainage components, clean the strainer regularly. For push-button wastes, press gently and avoid using excessive force. Check rubber seals periodically and replace if worn. Rubber seal wear is not covered by warranty.

6. Claim Procedure

Warranty claims are resolved through the point of purchase, and there are two ways to start one.

If you bought your Aquanello product from a dealer or retailer, contact them first. They hold the invoice, they know the purchase, and they are best placed to arrange a repair, a replacement, or an inspection. If you would rather come to us directly, use the warranty claim form on our website; we will normally pass the claim to the retailer who sold you the product, along with the details you have given, so that you do not have to submit them a second time.

If you are an authorised Aquanello dealer-partner, submit your claim through the warranty claim form, whether on your own account or on behalf of a customer who bought through you.

Whichever route you take, we need the same information: your name and contact details, proof of purchase showing the date and product details, the product name, article number, and finish, clear photographs showing the defect from multiple angles, and a description of the issue including when it was first noticed and anything you have already tried.

Your dealer will review the claim and coordinate with Aquanello where needed. Additional information, photographs, or return of the product or component may be requested for inspection.

Aquanello reserves the right to inspect any product before approving a warranty claim. Products may need to be returned at the customer's expense for inspection.

If the claim is approved, your dealer will arrange resolution at Aquanello's sole discretion. Resolution may include providing replacement parts, replacing the product with the same or comparable model, or issuing a credit toward the original purchase. Aquanello does not provide cash refunds under this warranty, which does not affect any statutory right to a price reduction or refund you may have as a consumer.

For approved claims, replacement products or parts will be shipped to the dealer or directly to the customer as agreed. Return shipping of defective products is the responsibility of the customer unless otherwise arranged.

Aquanello aims to respond to warranty claims within five (5) business days of receiving complete information.

7. Product Returns

Aquanello may require return of the defective product or component for inspection before processing a warranty claim. Products must be returned in clean condition with all original components. Return shipping is the responsibility of the customer.

Aquanello reserves the right to deny warranty claims if returned products show evidence of misuse, improper installation, improper maintenance, damage not covered under this warranty, or any attempt to conceal the cause of damage.

8. Replacement Products

Replacement products or components may be new or refurbished at Aquanello's sole discretion. Replacements are warranted for the remainder of the original warranty period or ninety (90) days from the date of replacement, whichever is longer.

If the exact product, model, or finish is no longer available, Aquanello will provide a comparable replacement at its sole discretion. Aquanello reserves the right to substitute products or finishes with alternatives it deems equivalent.

9. Transfer of Warranty

This warranty is transferable to subsequent owners of the property where the product is installed. The warranty period remains based on the original purchase date and is not extended by transfer of ownership. Proof of original purchase is required for all warranty claims regardless of ownership.

10. Limitations of Liability

To the fullest extent permitted by applicable law, the following limitations apply.

Aquanello's liability under this warranty is limited exclusively to repair or replacement of the defective product or component, or credit toward a replacement, at Aquanello's sole discretion.

Aquanello shall not be liable for any incidental, special, consequential, or punitive damages, including but not limited to water damage, property damage, mould or mildew damage, loss of use, business interruption, personal injury, or any other damages arising from the use or inability to use the product.

Aquanello shall not be liable for any costs associated with removal, installation, or reinstallation of products.

Aquanello's total liability under this warranty shall not exceed the original purchase price of the product.

Any implied warranties, including warranties of merchantability and fitness for a particular purpose, are limited in duration to the period of this express warranty.

This warranty is granted in addition to, and does not limit, the statutory rights of consumers under Bulgarian and European Union consumer protection law. Some jurisdictions do not allow limitations on implied warranties or exclusion of incidental or consequential damages, so the above limitations may not apply to you. This warranty gives you specific legal rights, and you may have other rights that vary by jurisdiction.

11. Governing Law and Disputes

This warranty shall be governed by and construed in accordance with the laws of the Republic of Bulgaria. Any disputes arising from this warranty shall be subject to the exclusive jurisdiction of the courts of Bulgaria, without prejudice to any mandatory consumer rights available in the purchaser's country of residence.

12. Severability

If any provision of this warranty is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

13. Entire Agreement

This warranty constitutes the entire warranty provided by Aquanello for its products and supersedes all prior or contemporaneous agreements, representations, or warranties, whether written or oral. No dealer, retailer, agent, or employee is authorised to modify this warranty or make additional warranties on behalf of Aquanello.

14. Contact Information

For warranty claims, contact the dealer or retailer where you purchased your Aquanello product, or use the warranty claim form on our website. For all other warranty enquiries, contact us directly.

Aquanello Ltd, 111R Tsarigradsko Shose Bld.,  1784, Sofia,, Bulgaria, info@aquanello.com, +35924374118