After Sales Process

1. INITIAL CLIENT CONTACT & INFORMATION COLLECTION

Upon receiving a warranty enquiry, the team will:

• Request supporting documentation, including :

• Photos or videos illustrating the fault

• Installation details

• Proof of purchase (invoice or receipt)

• Product serial number and purchase date

2. ISSUE ASSESSMENT & TROUBLESHOOTING 

• Review the provided information to assess the likely cause of the issue

• Where necessary, the client will be guided through troubleshooting steps over the phone to assist in diagnosing  the problem.

• Determine if the issue is due to:

• A manufacturing defect

• Incorrect installation or product selection

• Incorrect product setup or configuration

3. RESOLUTION PATHWAYS

A. Manufacturing Defects

If the fault is found to be due to a REEFE manufacturing defect:

• We will supply replacement parts or a complete replacement unit as covered under our warranty policy

• The replacement will be sent promptly upon confirmation of the defect and receipt of the required documentation

B. Installation or Product Selection Errors

If the issue arises from incorrect installation or product selection:

• Our team will provide guidance to help the client resolve the issue

• This may include recommending installation changes (e.g. pipework size, adding or removing valves) or suggesting a more suitable product.

C. Product Setup or Configuration Issues

If the issue stems from how the product was set up;

• We will advise the client on the necessary changes, which may include:

• Adjustments to controllers or settings

• Modifications to wiring or panel configurations

• Addition or removal of accessories or components