1. Introduction
This Warranty Policy explains how warranty matters are handled for products and services supplied through the EDM Solutions Product Catalogue and quotation-based shop.
Because EDM Solutions supplies smart metering products, prepaid water meters, prepaid electricity meters, accessories, vending-related products, configured devices and installation-related services, warranty terms may depend on the product type, supplier or manufacturer rules, installation conditions, configuration status and the approved quotation.
2. Manufacturer and Supplier Warranty
Many products supplied by EDM Solutions are covered by manufacturer or supplier warranty terms.
The warranty period, warranty conditions, repair process, replacement process and exclusions may differ depending on the manufacturer, supplier, product model and product category.
Where a manufacturer or supplier warranty applies, the customer may be required to follow the supplier warranty process before any repair, replacement or credit can be approved.
3. EDM Solutions Workmanship
Where EDM Solutions performs installation, configuration or commissioning work, workmanship-related support may apply only to the work performed by EDM Solutions or its approved installation team.
Workmanship support does not cover faults caused by customer-side infrastructure, municipal issues, third-party work, tampering, misuse, external damage, vandalism, unauthorised modifications, incorrect operation or site conditions outside EDM Solutions’ control.
4. Warranty Assessment Required
A warranty claim must be assessed before any repair, replacement, refund, credit or support action is approved.
EDM Solutions may require
- Quote or invoice reference;
- Product name and model;
- Serial number or meter number;
- Photos or videos of the issue;
- Description of the fault;
- Installation details;
- Site conditions;
- Proof of purchase;
- Testing results where applicable.
5. No Automatic Replacement
A reported fault does not automatically qualify for immediate replacement.
EDM Solutions may first perform checks, request further information, attempt remote support, arrange inspection, refer the product to the supplier, or recommend technical testing.
6. Products Not Covered by Warranty
Warranty may not apply where the issue is caused by
- Incorrect installation by third parties;
- Tampering or attempted tampering;
- Misuse or negligence;
- Physical damage;
- Water damage outside product specification;
- Electrical surge or unstable power;
- Incorrect application or wrong product selection;
- Unauthorised repairs or modifications;
- Vandalism or theft;
- Normal wear and tear;
- Poor site conditions;
- Municipal or infrastructure faults;
- Incorrect plumbing or electrical work;
- Damage during handling, storage or transport after delivery;
- Failure to follow product instructions or supplier requirements.
7. Configured, Linked or Commissioned Meters
Meters that have been configured, linked to vending, registered, commissioned or installed may require additional technical assessment before any warranty decision is made.
A fault may relate to the product, vending setup, token loading, keypad communication, valve function, wiring, plumbing, customer-side infrastructure, municipal supply, tamper state, or system configuration.
EDM Solutions may need to isolate the cause before confirming whether the issue falls under warranty.
8. Installation-Related Issues
If the issue relates to installation, EDM Solutions will assess whether the work was performed by EDM Solutions or by a third party.
Where third-party installers, plumbers, electricians, property maintenance teams or customers performed or modified the installation, EDM Solutions may not be responsible for the fault.
9. Site Visits and Callouts
Warranty assessment may require a site visit or technical callout.
If the fault is found to be caused by a warranty-covered product issue or approved workmanship issue, EDM Solutions will confirm the next step.
If the fault is found to be caused by customer-side infrastructure, misuse, tampering, third-party work, incorrect site information, access issues or non-warranty causes, callout or labour charges may apply.
10. Repair, Replacement or Supplier Process
Where a valid warranty claim is approved, EDM Solutions may offer one or more of the following
- Product repair;
- Product replacement;
- Supplier or manufacturer warranty process;
- Reconfiguration;
- Technical support;
- Credit or other approved remedy where applicable.
The remedy will depend on the product, supplier rules, warranty terms and assessment outcome.
11. Warranty Period
The warranty period will depend on the product and supplier terms unless a specific warranty period is stated on the formal quotation or invoice.
Customers should refer to the quotation, invoice, product documentation or supplier warranty information for product-specific warranty periods.
12. Proof of Purchase
Warranty claims may require proof of purchase from EDM Solutions.
Without proof of purchase, quotation reference, invoice reference, serial number or other acceptable confirmation, EDM Solutions may be unable to process the warranty claim.
13. Warranty Does Not Extend Product Life
A repair or replacement does not automatically restart or extend the original warranty period unless the supplier or manufacturer specifically allows it.
14. Software, Vending and Third-Party Systems
Warranty on physical products does not guarantee uninterrupted operation of third-party vending systems, communication networks, mobile networks, payment platforms, banking systems, municipal systems or external software systems.
Issues caused by third-party system outages, supplier portals, network coverage, payment delays, token provider errors or external system changes may fall outside product warranty.
15. Customer Responsibilities
Customers must use products correctly, protect products from damage, avoid tampering, follow instructions, maintain suitable site conditions and report issues promptly.
Customers must not open, modify, bypass, tamper with or attempt to repair meters or accessories unless authorised by EDM Solutions or the manufacturer.
16. Warranty Claim Process
To submit a warranty claim, customers should contact EDM Solutions and provide
- Customer name and contact details;
- Quote or invoice number;
- Product name and model;
- Meter number or serial number;
- Installation address where applicable;
- Description of the issue;
- Photos, videos or supporting information;
- Date the issue started.
17. Contact Details
Warranty questions and claims may be sent to EDM Solutions using the official contact details below.
Email: info@edmsolutions.co.za
Call: 010 009 5448
WhatsApp: 0692765353
Operating Area: South Africa
Business Hours: Monday to Friday, 08:00 to 17:00