Terms & Conditions

Offgrid Water Terms and Conditions

1. Acceptance of Terms

By placing an order, paying an invoice, purchasing through our website, or accepting delivery of any product from Offgrid Water, you agree to these Terms and Conditions.

These terms apply to all water filtration systems, filters, pumps, UV units, fittings, parts, accessories, replacement cartridges, refurbished products, discounted products, pre-sale products and any other related products supplied by Offgrid Water.

Nothing in these terms affects your statutory rights.

2. Product Purpose and Suitability

Offgrid Water supplies water filtration systems and related products for off-grid, marine, canal boat, rainwater, borehole, river, stream and similar water-use applications.

Water quality varies significantly by source, location, season, storage method, rainfall, nearby activity, tank condition, contamination events and customer use. No water source should be assumed to be safe to drink without appropriate testing and correct system use.

Customers are responsible for choosing a product suitable for their intended use, water source, installation environment and required output water quality. Any guidance given by Offgrid Water is based on the information provided by the customer and is not a substitute for professional water testing, plumbing advice, electrical advice, marine engineering advice or regulatory compliance checks.

3. Product Information, Instructions and Product Variation

Specifications, instructions, filter change guidance and maintenance information may be provided on the Offgrid Water website, by PDF, by email, in physical instructions, or through product pages.

Customers must read and follow the instructions provided. This includes, where relevant, flushing systems before use, installing filters in the correct order, using suitable fittings, checking for leaks, replacing filters, replacing UV lamps, and maintaining tanks and pipework.

The product supplied may vary slightly in colour, layout, design, fittings, housings, labels, brackets or appearance. This is because products are updated and improved over time, and components may be sourced from different manufacturers. Such variation does not mean the product is faulty, provided it performs substantially the same function as described.

Photographs and videos on our website are illustrative and may show example installations, previous versions, optional components or customer installations.

4. Installation

Unless expressly agreed in writing, Offgrid Water does not provide installation services.

The customer is responsible for installation, mounting, connection, plumbing, electrical supply, leak checking, commissioning, flushing and safe operation of the product.

Any installation help provided by Offgrid Water is offered as a courtesy and does not make Offgrid Water responsible for the customer’s boat, property, plumbing, electrics, tank, water source, fittings, pipework, batteries, chargers, inverters, engine bay, bilge, water damage or wider installation.

Products may require basic tightening, adjustment or inspection after delivery. This can include tightening filter housings, clamps, fittings, screws, brackets and pipe connections. This is normal for products shipped by courier and does not automatically mean that the product is faulty.

Customers must not leave any system running unattended until they have confirmed that it is correctly installed, leak-free and operating safely.

5. Water Testing and Water Safety

Customers are strongly advised to test both source water and output water before relying on any system for drinking water.

This is particularly important where water is taken from canals, rivers, lakes, rainwater systems, boreholes, tanks, streams or any source that may be affected by sewage, fuel, chemicals, agricultural run-off, stagnant water, algae, heavy metals, dead animals, industrial contamination or unknown contamination.

Offgrid Water is not responsible for water contamination, illness, poor water quality, taste, odour, discolouration or failed water tests caused by:

  1. unsuitable or heavily contaminated source water;
  2. failure to test water;
  3. incorrect installation;
  4. incorrect flushing;
  5. incorrect filter order;
  6. expired, blocked or exhausted filters;
  7. failure to replace UV lamps or consumables;
  8. incorrect voltage, wiring or power supply;
  9. low battery voltage or unstable power;
  10. poor tank hygiene;
  11. contamination after filtration;
  12. customer modification;
  13. third-party modification;
  14. use outside the intended purpose of the product.

6. Tank Installations

Customers using water tanks, including canal boat tanks, rainwater tanks, storage tanks or similar installations, are responsible for keeping those tanks clean and safe.

Where appropriate, customers should disinfect tanks after filling and maintain them in line with suitable water hygiene guidance. For canal boat and tank installations, customers may need to add chlorine or use suitable tank treatment to prevent bacterial growth before water reaches later filtration stages. The exact amount and method will depend on the tank size, product used and manufacturer instructions.

Second-stage and final-stage filtration systems may remove or reduce chlorine before consumption when installed and maintained correctly. However, this does not remove the customer’s responsibility to maintain a clean tank and test water where necessary.

7. Filters, UV Lamps and Consumables

Filters, cartridges, UV lamps, seals, O-rings and similar items are consumables.

Filter and UV replacement intervals are guidance only. Actual replacement frequency depends on source water quality, sediment load, biological load, chemical contamination, tank condition, water volume, pressure, flow rate and desired output quality.

Some customers will need to replace filters more frequently than the general guidance suggests. Reduced flow, taste change, odour, pressure build-up, discolouration, visible sediment, leaks, pump strain, unusual noise or water-test results may indicate that filters need replacing earlier.

Consumables are not covered by warranty unless faulty on arrival.

Offgrid Water does not provide a filter replacement or routine maintenance service unless expressly agreed in writing.

8. Pumps, Power and Flow Rate

Pump performance depends on installation conditions, power supply, pipe length, suction height, fittings, restrictions, filter condition, source water, voltage, airlocks and system layout.

Advertised or stated flow rates are based on typical or manufacturer conditions and may not be achieved in every installation.

Customers are responsible for ensuring that pumps receive the correct voltage and adequate power supply. Low battery voltage, undersized wiring, poor connections, unsuitable transformers, incorrect fuses, excessive suction lift, blocked filters, dry running, airlocks, overheating or incorrect installation may damage pumps and may void warranty cover.

Pumps must not be forced to operate against avoidable restrictions or unsuitable installations.

9. Troubleshooting and Evidence

Where a customer reports an issue, Offgrid Water may ask for reasonable evidence before providing replacement parts, repair support, refunds, repair assessment or warranty assistance.

This may include photographs, videos, installation photos, water-flow checks, power-supply checks, voltage checks, pressure checks, filter photos, fitting photos, proof of purchase and a clear description of the fault.

Customers agree to carry out reasonable basic troubleshooting where requested. This may include checking:

  1. power supply;
  2. switches and fuses;
  3. battery voltage;
  4. pump operation;
  5. flow direction;
  6. blocked filters;
  7. filter seating;
  8. leaks;
  9. airlocks;
  10. suction-side restrictions;
  11. pipe kinks;
  12. tank outlet restrictions;
  13. whether water flows with cartridges temporarily removed;
  14. whether fittings or housings require tightening.

Offgrid Water may be unable to diagnose or resolve a problem if the customer does not provide the requested information or refuses reasonable troubleshooting.

10. Support Boundaries

Offgrid Water provides product support for products supplied by Offgrid Water.

Support does not include general plumbing work, boat repairs, electrical repairs, tank cleaning, tank diagnosis, third-party component diagnosis, emergency call-outs, water-source management, or ongoing maintenance unless expressly agreed in writing.

Advice provided by Offgrid Water is given in good faith and based on the information supplied by the customer. It does not make Offgrid Water responsible for the customer’s wider installation, boat, property, plumbing, electrics, tank, batteries, chargers, inverters, pipework or water source.

If an issue is caused by incorrect installation, lack of maintenance, contamination, customer modification, third-party work, unsuitable power supply, blocked filters, misuse, lack of access, or refusal to troubleshoot, Offgrid Water may refuse free repair or replacement and may offer paid parts or paid support instead.

11. Customer Conduct

Offgrid Water aims to support customers fairly and reasonably.

Customers are expected to communicate respectfully and provide accurate information when requesting help.

Offgrid Water may restrict communication to email or written support where a customer is abusive, threatening, repeatedly contacts outside reasonable hours, refuses reasonable troubleshooting, provides misleading information, or demands support outside the scope of the product, warranty or statutory rights.

This does not affect statutory rights.

12. Warranty

Offgrid Water provides a two-year warranty for mechanical and electrical faults on eligible systems, subject to the exclusions in these terms.

Pumps are covered by a one-year warranty.

The warranty covers replacement parts where Offgrid Water determines that a covered fault exists. Customers are responsible for postage and delivery costs for inspection, repair or replacement unless otherwise required by law.

Where possible, products are designed so that replacement parts can be fitted simply. Offgrid Water may offer repair assistance in certain regions, but this is subject to availability and is provided on a courtesy basis only.

The warranty does not cover:

  1. fair wear and tear;
  2. consumables, including filters, cartridges, UV lamps, seals and O-rings;
  3. routine maintenance;
  4. tightening filters, housings, screws, clamps or fittings;
  5. leaks caused by poor installation or lack of checking;
  6. blocked, exhausted or incorrectly fitted filters;
  7. damage caused by unsuitable source water;
  8. contamination caused by tank, pipework or source-water issues;
  9. incorrect voltage, wiring or power supply;
  10. low battery voltage or unstable power;
  11. pump damage caused by dry running, overheating, suction restrictions or blocked filters;
  12. freezing, heat damage or environmental damage;
  13. customer modification;
  14. third-party modification or repair without prior approval;
  15. use outside the intended purpose of the product;
  16. damage during return shipping due to poor packaging.

Using third-party repair services without prior approval from Offgrid Water may void the warranty.

Discounted, refurbished, pre-sale, clearance or sale items may have different warranty terms, which will be stated at the time of purchase where applicable. This does not affect statutory rights relating to faulty or misdescribed goods.

13. Returns and Cancellations

For non-customised products purchased online, customers may have the right to cancel within 14 days of receiving the goods.

To cancel, the customer must notify Offgrid Water clearly and return the goods within the required period. The customer is responsible for the direct cost of return shipping unless otherwise agreed or required by law.

Returned products must be unused beyond what is necessary to inspect them, clean, drained, complete, safely packaged and returned with all supplied parts.

The customer may be liable for any diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

14. Custom, Bespoke and Made-to-Order Products

Some Offgrid Water products are customised, configured, made to order, modified or assembled to customer requirements.

Where a product is custom, bespoke, made to order, configured to customer specification, or modified specifically for the customer, cancellation rights may not apply once production, ordering, assembly or modification has begun.

Once such an order is confirmed and work has started, it may not be possible to cancel or change the order.

This does not affect statutory rights relating to faulty or misdescribed goods.

15. Sale, Discounted, Refurbished and Pre-Sale Items

Sale, discounted, refurbished, clearance and pre-sale items may be non-returnable unless faulty or misdescribed.

Such items may have cosmetic marks, previous use, older components, limited availability, different lead times or reduced warranty terms, depending on the product listing or invoice.

This does not affect statutory rights relating to faulty or misdescribed goods.

16. Damaged or Defective Goods

Customers should inspect goods on receipt and contact Offgrid Water as soon as possible if goods arrive damaged, incomplete or defective.

Customers may be asked to provide photographs, videos, packaging photographs, courier labels and a clear description of the issue.

Customers must not continue using a product if it appears unsafe, damaged, leaking, electrically faulty or otherwise unsuitable for use.

17. Return Condition and Hygiene

Returned products must be clean, drained and safe to handle.

For hygiene and safety reasons, Offgrid Water may refuse or reduce a refund for products returned contaminated, damaged, incomplete, modified, poorly packaged, filled with water, or containing biological matter, fuel, chemicals, sewage, oil, sludge, insects, mould or other contamination.

This does not affect statutory rights where goods are faulty or misdescribed.

18. International Customers

These terms apply to all customers, regardless of location.

Warranty services, shipping, repair options, import duties, taxes, delivery times and handling may vary depending on the customer’s country or region.

International customers are responsible for any import duties, taxes, customs charges or local compliance requirements unless otherwise agreed in writing.

19. Website Use

Users must not misuse the Offgrid Water website.

This includes attempting to interfere with the website, scrape content, copy product pages for commercial use, reverse engineer pages, upload malicious code, access accounts without permission, submit false information, or use the website in a way that is unlawful or harmful to Offgrid Water or other users.

Offgrid Water may block, restrict or report users who misuse the website.

20. Intellectual Property and Website Content

All content on the Offgrid Water website, including text, product descriptions, photographs, videos, diagrams, manuals, PDFs, graphics, logos, product names, layouts and other materials, is owned by or licensed to Offgrid Water unless otherwise stated.

Customers and website visitors may view and use website content for personal purchasing, installation and maintenance purposes only.

No content may be copied, reproduced, scraped, republished, modified, sold, used for competitor research, used commercially, or used to train AI systems without prior written permission from Offgrid Water.

Offgrid Water reserves all rights in its website content, product materials, manuals, photographs, videos, branding and other intellectual property.

21. Reviews, Feedback and Customer Content

Where customers submit reviews, photographs, videos, comments, feedback or testimonials, they grant Offgrid Water permission to use, reproduce and display that content for marketing, support, product improvement and website purposes.

Customers must only submit content that is accurate, lawful and theirs to share.

Offgrid Water may remove or refuse to publish content that is abusive, misleading, defamatory, unlawful, spam, irrelevant, or contains private information about another person.

22. Pricing, Availability and Errors

Offgrid Water tries to keep website information accurate, but errors may occur.

Product descriptions, prices, availability, specifications, photographs, delivery estimates and lead times may be corrected or updated at any time.

If an obvious pricing, stock or description error occurs, Offgrid Water may cancel the order and refund the customer.

23. Limitation of Liability

Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or breach of statutory consumer rights.

Subject to the above, Offgrid Water is not responsible for indirect or consequential losses, including loss of use, loss of enjoyment, lost time, travel costs, third-party labour costs, plumbing costs, boatyard fees, electrician fees, tank-cleaning costs, loss of water supply, damage caused by incorrect installation, or losses caused by failing to follow instructions.

24. Future Products

These terms apply to all current and future products supplied by Offgrid Water unless separate terms are expressly provided.

25. Changes to These Terms

Offgrid Water may update these terms from time to time.

The terms that apply to a customer’s order are the terms in force at the time the order is placed, unless a change is required by law or agreed with the customer.

26. Governing Law

These terms are governed by the laws of England and Wales.

If the customer is a consumer, they may also have mandatory rights in the country where they live.