Refund policy

Return and Refund Policy

At Tui Wai Pacific, customer satisfaction and safe water are our top priorities. Because we provide installation-based water filtration services rather than shipped goods, our return and refund policy is structured around service quality and product performance.

Returns and Refunds Eligibility

We offer refunds or replacements only under the following conditions:

  • The product is faulty or damaged at the time of installation.

  • A product defect becomes apparent within 7 days of installation.

  • The system has not been tampered with, misused, or damaged post-installation.

If your situation meets the above, please notify us within 7 days at tuiwaipacific@gmail.com with a description of the issue and photo/video evidence where applicable.

Non-Refundable Conditions

We do not offer refunds or returns in the following cases:

  • Change of mind after purchase or installation.

  • Issues caused by improper use, tampering, or installation not performed by Tui Wai Pacific.

  • Delays in installation caused by customer unavailability or location-specific access issues.

Installation Fees

Installation is a non-refundable service once completed, unless workmanship is proven to be defective or incomplete. If there is an issue with the installation, we will inspect and resolve it at no cost within a reasonable time frame.

Warranty

All WaiPure UV water systems are covered by a 3-year warranty for manufacturing defects under normal use. Warranty claims must be made through our support team. Installation must have been performed by Tui Wai Pacific or an approved partner.

How to Request a Refund or Replacement

Please email us at tuiwaipacific@gmail.com within 7 days of installation and include:

  • Full name and contact number

  • Order confirmation number

  • Date of installation

  • Description of the issue

  • Photo or video evidence (if applicable)

We aim to review all requests within 2 business days.

If you have any questions about this policy, please contact us directly at +679 777 1163 or email tuiwaipacific@gmail.com.