warranty & service terms.

1.1Applicability

The warranty applies to the original purchaser of a new AOX water dispenser purchased through AOX or its authorised sales channels in Singapore, subject to the following conditions:

• The dispenser is installed and used in Singapore.
• The dispenser is intended for household use or commercial use where installation has been carried out or approved by AOX.
• The dispenser has been installed, operated and maintained in accordance with AOX’s instructions and recommendations.
• The customer can provide proof of purchase, installation records or other information reasonably required to verify warranty eligibility.

1.2Promotional and Complimentary Products

Water dispensers obtained through lucky draws, promotional giveaways, prizes, gifts or other complimentary arrangements are excluded from the standard warranty unless expressly stated otherwise in writing.

Any warranty coverage provided for such products shall be governed by the specific terms of the relevant promotion or arrangement.

1.3Warranty Territory and Transferability

Warranty coverage is valid only for eligible dispensers installed in Singapore and is non-transferable unless expressly authorised by AOX.

These conditions do not affect any statutory rights that cannot lawfully be excluded.

2.1Warranty Duration

All eligible new AOX water dispensers are covered by a standard warranty of twelve (12) months, commencing from the recorded installation date following receipt of full payment, unless otherwise specified in the applicable sales agreement.

2.2Warranty Coverage

The standard warranty covers manufacturing defects and spontaneous failures of covered components arising under normal operating conditions during the warranty period.

Coverage is subject to the exclusions, maintenance requirements and other conditions set out in these terms.

2.3Scope of Warranty

Warranty coverage is limited to the applicable dispenser and its covered components. Routine maintenance, consumables and other excluded services are not included.

The standard warranty does not automatically extend to accessories, additional installations or third-party products unless expressly stated in writing.

3.1Availability and Eligibility

Extended Warranty coverage may be purchased separately or included under selected AOX subscription plans, subject to the applicable eligibility requirements.

AOX may require an inspection or assessment of the dispenser’s condition before approving Extended Warranty coverage.

3.2Warranty Duration

The duration and scope of Extended Warranty coverage shall be determined by the specific package or subscription plan purchased.

Certain separately purchased Extended Warranty arrangements may provide coverage for up to six (6) years where expressly stated in the applicable purchase agreement. This does not constitute an automatic entitlement to six years of warranty coverage.

Extended Warranty coverage does not automatically renew beyond the confirmed coverage period.

3.3Terms of Coverage

Unless otherwise expressly provided in the applicable agreement, Extended Warranty coverage is:

• Non-cancellable and non-refundable once activated, subject to applicable law.
• Non-transferable.
• Valid exclusively for the registered dispenser installed in Singapore.
• Subject to the same general warranty exclusions as the standard warranty.

3.4Maintenance Requirements

Customers must comply with AOX’s prescribed six-monthly filter replacement schedule and other applicable maintenance requirements.

Failure to maintain the dispenser in accordance with the applicable Extended Warranty or subscription agreement may affect eligibility or coverage, particularly where the failure causes or contributes to a defect.

3.5Subscription-Based Warranty

Where Extended Warranty coverage is included under an AOX subscription plan, the applicable subscription agreement shall govern the duration, eligibility, commencement, continuation and termination of that coverage.

Subscription-based Extended Warranty does not provide unlimited repairs, unlimited replacement parts or complimentary maintenance beyond the expressly stated entitlements.

4.1Customer Presence and Approval

The customer or an authorised representative must be present during installation unless otherwise agreed with AOX.

The customer is responsible for confirming the proposed installation location, tubing route and any necessary drilling or modifications before work begins.

4.2Installation Requirements

AOX installation may involve drilling, tubing installation, access openings or other necessary modifications to cabinetry, countertops or surrounding fixtures.

Where such works are required, AOX will seek the customer’s approval before proceeding.

4.3Existing Conditions and Installation-Related Damage

Customers are responsible for ensuring that installation surfaces and surrounding fixtures are suitable for the intended works.

To the extent permitted by law, AOX shall not be responsible for:

• Pre-existing defects, damage or structural weaknesses.
• Damage arising from unsuitable, deteriorated or fragile installation surfaces that could not reasonably have been identified beforehand.
• Ordinary and foreseeable cosmetic changes resulting from customer-approved drilling, cutting or installation works.
• Damage resulting from inaccurate information or instructions provided by the customer.
• Damage caused by unauthorised third-party modifications or subsequent alterations.

These exclusions do not apply to the extent that damage is caused by AOX’s negligence or other liability that cannot lawfully be excluded.

4.4Reinstatement and Restoration

Unless expressly agreed in writing, AOX is not responsible for:

• Reinstating drilled holes or access openings.
• Replacing or restoring countertops, cabinets, wall panels or other fixtures modified during installation.
• Cosmetic restoration, painting, carpentry, tiling or other renovation works following installation, removal or relocation.

Any restoration work requested by the customer shall be subject to separate arrangements and applicable charges.

5.1Consumables and Routine Maintenance

• Replacement filters and other consumable components.
• Routine filter changes, cleaning and maintenance.
• Tubing, connectors, fittings and other components subject to normal deterioration.
• Reduced water flow arising from filters requiring replacement or other routine maintenance conditions.

Filter replacement and maintenance costs remain chargeable unless covered by an applicable service or subscription plan.

5.2Normal Wear and Tear

• Natural deterioration arising from regular usage and ageing.
• Cosmetic wear, scratches, discolouration or minor imperfections that do not materially affect normal operation.
• Components requiring replacement due to ordinary wear and tear.

5.3Improper Usage or External Causes

• Misuse, abuse, accidental damage or improper handling.
• Failure to follow operating or maintenance instructions.
• Unauthorised repairs, modifications or dismantling.
• Use of non-approved replacement parts or accessories.
• Electrical supply irregularities, unsuitable water pressure, external plumbing problems or other conditions outside the dispenser.
• Damage caused by environmental conditions, pests, water ingress from external sources or other external factors.
• Damage attributable to unsuitable installation conditions or unauthorised relocation.

5.4Unauthorised Commercial Usage

Commercial or non-household usage is excluded unless such usage and installation have been approved by AOX.

5.5Non-Defect-Related Matters

• Personal preferences regarding water taste, temperature or dispensing characteristics where the dispenser is operating within its intended specifications.
• Minor cosmetic imperfections that do not materially affect functionality.
• Requests for inspection or servicing where no covered defect is identified.

5.6Maintenance-Related Failures

Defects or damage caused or materially contributed to by failure to carry out prescribed maintenance may be excluded from warranty coverage.

A missed maintenance appointment does not, by itself, establish that an unrelated manufacturing defect was caused by inadequate maintenance. However, separate eligibility conditions under an Extended Warranty or subscription agreement may apply.

5.7Post-Warranty Services

All repairs, inspections, transportation, labour and replacement parts required after the applicable warranty period are chargeable unless otherwise agreed in writing.

6.1Assessment and Repair

AOX will assess reported defects and determine the appropriate repair or replacement arrangements in accordance with the applicable warranty coverage.

Where a defect is covered, AOX may repair or replace the affected component without charge for the covered work.

6.2Repair or Replacement Options

Where on-site repair is impracticable, AOX may arrange for workshop repairs or an appropriate replacement dispenser.

Subject to applicable law and the customer’s statutory rights, replacement dispensers may be new or professionally refurbished units of comparable functionality and suitable operating condition.

A customer is not automatically entitled to a brand-new dispenser solely because a covered repair is required.

6.3Replacement Availability

Where an identical component or dispenser model is no longer available, AOX may propose a compatible alternative or a dispenser of comparable specifications and functionality, subject to applicable statutory obligations.

6.4Chargeable Replacements

Where a defect falls outside warranty coverage, AOX may offer repair, component replacement or dispenser replacement subject to the customer’s acceptance of the applicable charges.

6.5Warranty Period Following Repair

Repair or replacement does not automatically restart or extend the original warranty period unless expressly agreed in writing or required by law.

6.6Other Remedies

Where a repair or replacement is not reasonably available or suitable, AOX may assess alternative remedies, including compensation or other arrangements, having regard to the circumstances, remaining warranty coverage and applicable law.

Nothing in this clause limits remedies to which a customer may be entitled under applicable consumer protection legislation.

7.1Chargeable Services

Service charges may apply to:

• Out-of-warranty inspections and repairs.
• Repairs involving excluded defects or components.
• Routine maintenance and filter replacement.
• Replacement of consumables or wear-and-tear components.
• Unauthorised modifications or installation-related problems.
• Customer-requested relocation, reinstallation or additional works.
• Technician visits where no covered warranty defect is identified.

7.2Inspection and Transportation Charges

Where a reported issue is determined not to be covered under warranty, inspection, transportation and labour charges may apply, including where no component replacement is required.

7.3Repair Quotations

AOX will advise customers of applicable charges or provide a quotation for additional work where reasonably practicable.

Chargeable repairs or replacements requiring additional expenditure will generally proceed upon customer authorisation.

7.4Customer-Requested Services

Where the customer requests additional services beyond the agreed warranty or service scope, the applicable charges shall be borne by the customer.

7.5Prevailing Charges

All chargeable services are subject to AOX’s prevailing service rates and applicable taxes, unless otherwise stated in the relevant quotation or agreement.

8.1Scope of Responsibility

AOX’s warranty obligations are primarily limited to the assessment, repair or replacement of covered defects in accordance with these Terms & Conditions, subject to applicable law.

8.2Indirect and Consequential Losses

To the extent permitted by Singapore law, AOX shall not be liable for indirect or consequential losses arising from the use, malfunction, installation, servicing or repair of its products, including:

• Loss of profits, revenue or anticipated savings.
• Business interruption or loss of business opportunities.
• Loss of use or downtime.
• Costs of substitute products or temporary alternatives.
• Other indirect or consequential economic losses.

8.3Limitation of Financial Liability

To the fullest extent permitted by applicable law, AOX’s total aggregate liability arising from or in connection with the purchase, use, installation, servicing or repair of a water dispenser, whether arising in contract, negligence or otherwise, shall not exceed the actual purchase price paid by the customer for the affected dispenser.

This limitation applies to all claims collectively and not separately to each claim, incident or service visit, subject to Clause 8.4.

8.4Non-Excludable Liabilities

Nothing in these Terms & Conditions excludes or restricts liability for death or personal injury resulting from negligence, or any other liability that cannot lawfully be excluded or restricted.

Nothing in these terms removes or limits statutory consumer rights or remedies that cannot lawfully be waived.

9.1Service Arrangements

AOX will endeavour to assess service requests and arrange assistance within a reasonable timeframe, taking into account the nature and urgency of the reported issue.

9.2Scheduling and Availability

Service appointments and repair completion times are subject to:

• Technician availability and scheduling.
• Accessibility of the installation premises.
• Availability of replacement parts or components.
• Diagnostic requirements and repair complexity.
• Other circumstances reasonably affecting service delivery.

9.3Extended Repair Periods

Complex repairs, specialist components or unforeseen circumstances may require additional time, including periods exceeding sixty (60) working days in exceptional cases.

AOX will endeavour to provide reasonable updates regarding significant delays and the anticipated next steps.

9.4Estimated Completion Dates

Any estimated service or repair completion date is indicative unless expressly confirmed in writing as a contractual commitment.

10.1General Maintenance

Customers are responsible for maintaining their water dispensers in accordance with AOX’s approved operating and maintenance instructions.

Recommended routine care includes:

• Cleaning accessible external surfaces using a soft, damp cloth and suitable cleaning products.
• Cleaning dispensing nozzles in accordance with AOX’s approved instructions.
• Emptying and cleaning drip trays regularly.
• Keeping the dispenser and surrounding installation area clean and accessible.
• Monitoring for unusual operation, leakage or visible deterioration.

Customers should not dismantle internal components, open water-contact systems or perform unauthorised internal cleaning.

10.2Filter Replacement

All applicable AOX Collagen Renewing Water filters must be replaced every six (6) months, or earlier where necessary due to usage conditions or water quality.

Filter replacements must be carried out by AOX or authorised personnel unless otherwise expressly approved.

Failure to follow prescribed maintenance requirements may affect warranty coverage where such failure causes or contributes to the reported defect or damage.

10.3Tubing and Connectors

Customers should periodically inspect accessible tubing and connectors for visible deterioration or leakage.

AOX recommends tubing replacement approximately every eighteen (18) to twenty-four (24) months, or earlier where necessary.

Such replacement may incur additional charges unless expressly included in an applicable service or subscription plan.

10.4Approved Parts and Proper Usage

Customers must:

• Use AOX-approved replacement parts and accessories.
• Follow applicable operating and safety instructions.
• Avoid unauthorised modifications or repairs.
• Ensure the dispenser is used under suitable electrical, plumbing and environmental conditions.

10.5Reporting Defects

Customers should notify AOX as soon as reasonably practicable upon discovering a defect, leakage, malfunction or abnormal operation.

Customers may be requested to provide:

• Proof of purchase or installation details.
• Photographs or videos demonstrating the reported issue.
• Relevant observations and supporting information.
• Reasonable access for inspection or fault diagnosis.

Where a video is not reasonably available, AOX may consider other appropriate supporting evidence.

10.6Prevention of Further Damage

Upon discovering a fault, customers must take reasonable steps to prevent further damage.

Where a dispenser is leaking, operating abnormally or presenting a potential safety risk, the customer should discontinue use and contact AOX for assistance.

AOX may assess whether an unreasonable delay in reporting, continued improper operation or failure to take reasonable precautions has caused additional damage. Such additional damage may fall outside warranty coverage.

10.7Access for Servicing

Customers must provide reasonable access to the dispenser and installation area for scheduled inspections, repairs and maintenance.

Additional charges may apply where a technician visit cannot proceed due to circumstances within the customer’s control, subject to the applicable service arrangements.

11.1Service Assistance

For warranty enquiries, dispenser repairs or servicing assistance, customers may contact:

11.2Applicable Agreements

Where customers have purchased subscription plans, extended warranties or other service packages, the relevant agreement shall apply to the specific entitlements and conditions of that package.

These general terms shall apply alongside those agreements to the extent consistent with the applicable contractual arrangements and law.

11.3Governing Law

These Warranty Terms & Conditions shall be governed by and interpreted in accordance with the laws of Singapore.

11.4Policy Updates

AOX may revise these terms from time to time. Updated terms shall apply to future transactions or services where validly incorporated into the relevant agreement.

Revisions shall not retrospectively remove or alter rights under existing contracts without a valid contractual or legal basis.