Product Warranty & Claims Policy

The entity responsible for a particular warranty claim will generally be the Ahti entity that supplied the relevant product. The applicable Ahti entity will normally be identified in the relevant:

• Quotation
• Sales order
• Invoice
• Order confirmation
• Other commercial documentation

For products supplied through our Indonesian operations, the relevant entity will ordinarily be:

PT AQUAFORCE SANITAMA INDONESIA
Bali, Indonesia

For other markets, the applicable Ahti entity or authorised seller will be identified in the relevant transaction documentation.

Subject to the terms of this Policy and any product-specific terms, Ahti warrants that products supplied by Ahti will be free from material manufacturing defects for the applicable warranty period.

The warranty applies only to defects attributable to the product itself and does not apply to damage, deterioration, malfunction or failure caused by factors outside Ahti's reasonable control.

The warranty period applicable to a product will be the period specified in the relevant:

• Quotation
• Sales documentation
• Product documentation
• Warranty certificate
• Other written warranty terms issued by Ahti

Different products, components, finishes and product categories may have different warranty periods.

The warranty period normally begins on the date of delivery or another date expressly stated in the relevant commercial documentation.

Where no specific warranty period is stated, any applicable warranty will be limited to the minimum period required by mandatory law.

A warranty claim may require proof that the product was supplied by Ahti or an authorised Ahti seller. Acceptable evidence may include:

• Invoice
• Sales order
• Order confirmation
• Delivery documentation
• Receipt
• Other reasonable proof of purchase

Ahti may decline to process a warranty claim where the product cannot reasonably be identified as an Ahti-supplied product.

Warranty coverage is subject to the product having been:

• Properly transported and stored
• Properly installed
• Installed by an appropriately qualified person where required
• Installed in accordance with applicable instructions
• Used for its intended purpose
• Used under appropriate site conditions
• Maintained correctly
• Cleaned in accordance with relevant care instructions
• Operated within applicable technical specifications
• Not subjected to unauthorised modification or repair

Failure to comply with relevant installation, use, care or maintenance requirements may affect warranty coverage.

Ahti products should be installed in accordance with:

• Relevant installation instructions
• Applicable plumbing requirements
• Applicable building requirements
• Relevant technical standards
• Appropriate site conditions
• Good industry practice

Where appropriate, installation should be carried out by a qualified installer or other competent professional.

Ahti is not responsible, to the extent permitted by law, for defects or damage caused by incorrect installation.

Sanitaryware, fixtures and related components may be affected by site-specific water conditions. Warranty coverage may not apply to damage or performance issues caused by:

• Excessive water pressure
• Insufficient water pressure
• Contaminated water
• Sediment
• Debris
• Excessive mineral content
• Limescale
• Corrosive water
• Unsuitable water chemistry
• Inadequate filtration
• Other abnormal water conditions

Customers and installers are responsible for confirming that site conditions are suitable for the relevant product.

Products must be cleaned and maintained in accordance with applicable Ahti care instructions.

Unless expressly approved for a specific product, damage resulting from unsuitable cleaning methods or products may not be covered. This may include damage caused by:

• Abrasive cleaners
• Abrasive pads or tools
• Strong acids
• Strong alkalis
• Bleach or aggressive chemicals
• Unsuitable descaling agents
• Metal brushes
• Harsh solvents
• Other inappropriate cleaning methods

Regular cleaning and maintenance remain the responsibility of the customer or end user.

The warranty does not cover normal wear and tear. Normal wear and tear may include gradual changes resulting from ordinary use, ageing or exposure over time. This may include reasonable changes in:

• Surface appearance
• Gloss
• Patina
• Colour tone
• Seals
• Moving components
• Other consumable or wear-related parts

Certain products, materials and finishes may naturally vary in:

• Tone
• Shade
• Texture
• Grain
• Reflectivity
• Patina
• Surface character
• Colour consistency
• Appearance

Minor variation within normal manufacturing tolerances is not necessarily a defect.

The assessment of whether a particular variation constitutes a warranty defect will depend on the product, material, finish and applicable specifications.

Decorative and specialist finishes may change in appearance over time depending on:

• Use
• Cleaning
• Environment
• Humidity
• Water quality
• Exposure
• Maintenance
• Natural ageing

Changes that are characteristic of the relevant finish do not necessarily constitute a manufacturing defect.

Warranty coverage for finishes may be subject to separate conditions or shorter warranty periods than the underlying product.

Products installed outdoors or in coastal, marine, high-humidity or otherwise aggressive environments may require additional care and maintenance. Warranty coverage may not apply to deterioration caused by:

• Salt exposure
• Marine air
• Extreme humidity
• Pollution
• Harsh weather
• Prolonged standing water
• Inappropriate cleaning
• Other environmental exposure

where the product was not suitable for the relevant environment or recommended maintenance was not followed.

The warranty does not cover damage caused by:

• Misuse
• Abuse
• Negligence
• Impact
• Dropping
• Accidental damage
• Excessive force
• Incorrect operation
• Vandalism
• Improper storage
• Improper transportation after delivery
• Use outside the product's intended purpose

Warranty coverage may be void or restricted where a product has been:

• Modified
• Dismantled
• Altered
• Repaired
• Refinished
• Fitted with incompatible components

without appropriate authorisation from Ahti.

This does not prevent reasonable emergency action where required for safety, but Ahti should be contacted as soon as reasonably possible.

Ahti is not responsible for defects or damage caused by third-party products or systems. This may include:

• Plumbing systems
• Pumps
• Water heaters
• Filtration systems
• Valves
• Connectors
• Fittings
• Electrical systems
• Installation materials
• Other products not supplied by Ahti

Where the cause of an issue is disputed, Ahti may reasonably require inspection or additional technical information.

Warranty coverage may not apply where an issue results from unsuitable site conditions. This may include:

• Structural movement
• Incorrect wall or floor preparation
• Inadequate support
• Poor drainage
• Unsuitable plumbing
• Incorrect connections
• Freezing
• Excessive heat
• Chemical exposure
• Electrical problems
• Other external conditions

Ahti may inspect or assess a product before accepting a warranty claim. The assessment may involve:

• Review of photographs or videos
• Review of proof of purchase
• Technical questions
• Confirmation of installation conditions
• Confirmation of water conditions
• Review of cleaning and maintenance history
• Remote technical assessment
• Return of a component
• Site inspection
• Examination by a technician or other specialist

Ahti may request reasonable cooperation in determining the cause of the issue.

A warranty claim should be submitted as soon as reasonably practical after a suspected defect is discovered. The claimant should provide, where reasonably available:

• Name and contact details
• Project or customer name
• Proof of purchase
• Product name or reference
• Date of delivery or installation
• Photographs
• Videos where useful
• Description of the issue
• Details of installation
• Relevant site conditions
• Details of any attempted repair
• Other information reasonably required to assess the claim

Incomplete information may delay assessment.

Where a product appears defective, damaged or unsafe, the customer should take reasonable steps to prevent further loss or damage. This may include:

• Stopping use of the product where appropriate
• Isolating water where necessary
• Protecting surrounding property
• Contacting an appropriate professional
• Notifying Ahti promptly

Ahti is not responsible for avoidable consequential damage that is materially increased because reasonable steps were not taken after an issue became apparent, except where such liability cannot lawfully be excluded.

Ahti aims to acknowledge warranty claims promptly and assess them within a reasonable period. The time required may depend on:

• The complexity of the issue
• Availability of information
• Need for site inspection
• Availability of technical personnel
• Need to obtain replacement components
• Product location
• Shipping requirements
• Whether further investigation is required

Any stated response or resolution timeframe is a service target rather than a guarantee unless expressly agreed otherwise in writing.

If Ahti determines that a product has a defect covered by the applicable warranty, Ahti will provide an appropriate remedy. Depending on the circumstances, the remedy may include:

• Technical adjustment
• Repair
• Replacement of a component
• Supply of replacement parts
• Replacement of the product
• Another equivalent product
• Credit
• Refund where appropriate
• Another reasonable remedy

The remedy will be determined having regard to:

• The nature of the defect
• The age of the product
• Product availability
• Proportionality
• Applicable warranty terms
• Mandatory legal requirements

Where repair is reasonably possible and appropriate, Ahti may choose to repair or supply replacement components rather than replace the entire product.

Where replacement is appropriate, Ahti may replace the defective product with:

• The same product
• An updated version
• A successor product
• Another product of reasonably equivalent function and value

where the original product is no longer available.

Ahti may discontinue or change products over time. Where a valid warranty claim relates to a discontinued product and an identical replacement is unavailable, Ahti may, where appropriate:

• Repair the original product
• Provide replacement components
• Provide a reasonably equivalent replacement
• Issue an appropriate credit
• Provide another reasonable remedy

Ahti is not required to reproduce a discontinued product solely to satisfy a warranty claim unless mandatory law requires otherwise.

Warranty remedies may be affected by stock and component availability. If a replacement product or component is temporarily unavailable, Ahti may reasonably:

• Arrange repair
• Provide an alternative component
• Provide an equivalent replacement
• Wait for replacement stock
• Agree another appropriate solution

Any internal target for replacement timing may be adjusted where stock is unavailable, a product has been discontinued, or circumstances outside Ahti's reasonable control affect supply.

Unless mandatory law or written product-specific terms require otherwise, repair or replacement does not restart the original warranty period.

The repaired or replacement product will generally remain covered for the unexpired portion of the original applicable warranty period.

Unless expressly included in the applicable warranty or required by mandatory law, warranty coverage does not automatically include:

• Removal costs
• Installation labour
• Reinstallation costs
• Access costs
• Scaffolding
• Demolition
• Reinstatement
• Tiling
• Waterproofing
• Painting
• Transport
• Accommodation
• Travel
• Project delay costs
• Other third-party expenses

Any agreement by Ahti to contribute to such costs must be confirmed in writing.

To the fullest extent permitted by applicable law, Ahti's product warranty does not cover indirect, incidental, special or consequential loss arising from a product defect. This may include, where legally permissible:

• Loss of profit
• Loss of business
• Loss of revenue
• Loss of use
• Project delay
• Loss of opportunity
• Reputational loss
• Other indirect commercial loss

This warranty may not apply to products:

• Obtained from an unauthorised seller
• Purchased second-hand
• Acquired through an unverified source
• Identified as counterfeit
• Materially altered after supply
• For which valid proof of purchase cannot reasonably be established

Any mandatory rights against the actual seller remain unaffected.

Products supplied as:

• Samples
• Prototypes
• Display products
• Demonstration products
• Clearance products
• Ex-display products

may be subject to specific warranty conditions.

Where such a product is sold with known cosmetic imperfections or disclosed conditions, those disclosed matters will not constitute warranty defects.

Unless otherwise stated, Ahti warranties apply to products used in normal conditions appropriate to their intended purpose. Products used in:

• Hotels
• Restaurants
• Commercial washrooms
• High-traffic developments
• Rental properties
• Public facilities
• Hospitality projects
• Other intensive-use environments

may be subject to additional maintenance requirements or product-specific warranty conditions.

This warranty covers qualifying product defects. It is not insurance and does not cover every event that may affect a product after delivery.

Customers remain responsible for appropriate insurance, maintenance and protection of their property and projects.

Only warranty commitments issued or confirmed by Ahti in authorised written documentation are binding on Ahti.

No installer, distributor, contractor, sales representative or other person may extend, vary or create an additional Ahti warranty unless authorised to do so in writing.

Statements, images, specifications or general product information appearing on the Ahti website do not create an additional warranty beyond:

• The applicable written product warranty
• The relevant commercial agreement
• Rights imposed by mandatory law

Ahti will not be responsible for delays in performing a warranty remedy to the extent caused by circumstances outside our reasonable control. These may include:

• Natural disasters
• Earthquakes
• Floods
• Fires
• Severe weather
• Epidemics
• Pandemics
• War
• Civil unrest
• Government restrictions
• Port disruption
• Shipping disruption
• Customs delays
• Transportation interruptions
• Strikes
• Shortages
• Supplier disruption
• Other comparable events

Where such circumstances occur, resolution targets may be adjusted for a reasonable period.

This Policy does not exclude, restrict or modify any statutory guarantee, warranty, right or remedy that cannot lawfully be excluded.

Where mandatory law provides a customer with rights greater than those stated in this Policy, those rights will apply.

Where a transaction is governed by applicable UAE law, this warranty operates subject to any mandatory rights and remedies applicable under UAE law.

Nothing in this Policy is intended to exclude liability or statutory rights that UAE law does not permit Ahti to exclude.

Where a transaction is governed by applicable Indonesian law, this warranty operates subject to mandatory Indonesian laws and regulations applicable to the transaction and product.

Nothing in this Policy is intended to exclude or restrict rights that cannot lawfully be excluded under Indonesian law.

This Policy forms part of the general Ahti warranty framework. A particular quotation, contract, product warranty or other commercial document may:

• Specify a different warranty period
• Establish additional warranty conditions
• Identify product-specific exclusions
• Provide additional remedies
• Otherwise modify the general warranty framework

Where a valid product-specific written warranty conflicts with this general Policy, the product-specific written terms will apply to that product to the extent permitted by law.

Ahti may update this Product Warranty & Claims Policy from time to time. Changes may reflect:

• Product developments
• New product categories
• Changes to care requirements
• Changes to our warranty procedures
• Expansion into additional markets
• Changes to applicable law

The version applicable to a particular transaction may depend on the warranty documentation and commercial terms in effect when the relevant product was supplied.

Warranty claims and warranty-related questions should be submitted through the Ahti contact details provided on our website or to the Ahti representative responsible for the relevant order or project.

Please include sufficient information to allow the claim to be identified and assessed.

For Indonesian transactions, warranty matters should ordinarily be directed to the Ahti Interiors team in Indonesia.