Service & warranty

You chose an H2Ot product because you want it to simply work. We take care of that together: you and your installer on site, us with the knowledge and parts from the Netherlands.

Installation

You arrange installation yourself: you choose who fits the product — your own installer or plumber, or you do it yourself if you're really handy. Installation is not included in the price. The user guide for your product explains how to connect it and put it into use.

Check for leaks during the first 24 hours, and also after every replacement of a cartridge or membrane. For a whole-house installation we recommend a leak protection device (water stop).

Doesn't it work when connected?

Let us know within 24 hours of installation. We will then replace the product free of charge. This applies if the product is installed within 3 months of delivery. Your installer's costs remain at your own expense.

Fault or broken part

First contact the installer who fitted the product for you. They know your situation and solve most problems on the spot. Is a part broken? Then you or your installer can report it to us.

  • Within warranty: we send the replacement part to you free of charge, and your installer replaces it. Your installer's costs are at your own expense.
  • Installed it yourself? The same applies: you receive the part and replace it yourself.
  • Outside warranty: then you pay for the part. We let you know the cost in advance.

What do we need when you report a problem?

  • Your order number
  • Which product and size you have
  • A short description of what is wrong
  • If possible, a photo of the part or the error message

Warranty

You get a 2-year warranty on the main components, from the day of delivery. Cartridges, membranes, resins and salt are consumables and are not covered by the warranty. A fault that was already present on delivery is always covered by your statutory rights. The full terms are set out in our terms and conditions (article 15).

Maintenance

  • ZeNO: you top up the salt 2 to 4 times a year. How often depends mainly on the hardness of your water. Once a year you carry out a service check: yourself, possibly together with your installer. What to check is set out in the user guide.
  • ViruLEX for the whole house: clean the membrane once a month. You buy the cleaning agent yourself; it is not included.
  • Filters and cartridges (such as SorCA): you only replace the filter element, according to the interval in the user guide.

Replacing on time keeps your water good and your warranty valid. The intervals are in your product's user guide. You can find it via the QR code on your packing slip and in your order confirmation.

Contact

Email info@h2ot.nl or call +31 6 3891 6733. Include your order number so we can help you faster. We reply within 4 working days.