How do I report a warranty claim?

Bluewater products are of excellent quality, but even they will break from time to time. Here you have the information on what to do if you are a dealer/distributor and the machine is within the warranty period.

1. Submit the Incident Report

⚠️ Important: The online Incident Report form in the Customer Portal is currently under maintenance.
In the meantime, please send an email to support@bluewatergroup.com with all the required information listed below.

Include the following details and measurement values in your email — these are essential for us to process any warranty claim:

• Machine serial number

• Photo/video
• Installation date
• Description of the issue

• Inlet TDS

• Pure water TDS

• Reject water TDS

• Pure water flow

• Reject water flow

• Membrane working pressure (for Spirit & Pro models)

If you need guidance on how to take these measurements, please visit the Troubleshooting section for your specific product, where you’ll find step-by-step instructions.

The more detailed your report, the faster we’ll be able to process your warranty claim.

2. Confirmation of Receipt

Once we receive your email, our support team will review the information and send a confirmation that your claim has been received.
If any details are missing or unclear, we will contact you for follow-up information.

3. Claim Evaluation

• If all the necessary information is included, we’ll proceed with an immediate evaluation.

• If your claim is approved, we will usually issue a credit note for the value of the damaged product, which you can apply to your next order.

• If your claim is rejected, we will provide a clear explanation — most commonly this occurs when the machine is outside the warranty period.

4. Check Your Claim Status

You can always reach out to your sales representative or the support team to get an update on the progress of your claim.