Warranty Policy

A real warranty on every piece

We build our waterfalls and fountains to last for years, so we offer a clear warranty that starts from the date of installation and commissioning.

Warranty periods

• 2 years for most pieces, including wall waterfalls, fountains and entrance fountains.
• 5 years for large pieces such as pool cascades and staircase waterfalls.
• 1 year for small tabletop pieces.

The warranty period for each product is shown on its product page and on your invoice.

What is covered

• Stone defects: cracks, delamination or breaks caused by a flaw in the material or fabrication.
• The pump: operating faults under normal use.
• LED lighting: lights failing or dimming due to a fault in the unit or driver.
• Installation work: leaks or faults caused by installation carried out by our team.

We will repair or replace the defective part free of charge during the warranty period.

What is not covered

• Misuse, impacts or accidents.
• Hard water scale caused by skipping routine maintenance and descaling.
• Running the pump dry, the most common cause of pump failure.
• Unauthorised modifications, or repairs by technicians outside our team.
• Natural variation in stone colour and veining, and the natural change in surface sheen over time.
• Damage caused by power surges or missing earthing.
• Using acidic or abrasive cleaners that are unsuitable for marble.
• Algae and dirt caused by lack of cleaning.

How to make a claim

1. Send a WhatsApp message to 01287019991 with your order number.
2. Attach photos or a short video showing the problem.
3. Our team will review the case and try to resolve it remotely where possible.
4. If needed, we will schedule a technician visit.
5. After inspection, we repair or replace the covered part.

A call-out fee may apply for visits outside Cairo and Giza, or if the issue turns out not to be covered. We will always tell you in advance.

Maintenance recommendations

To keep your waterfall, and its warranty, in good shape:

• Always keep the water level above the pump, especially in summer.
• Clean the pump and its filter roughly once a month.
• Descale with stone-safe products every two to three months.
• Re-seal the stone once a year, or every six months for outdoor pieces.
• Use filtered or low-hardness water where possible.
• Switch off the power before any cleaning.

You'll find detailed advice in our article on stone waterfall maintenance.

Warranty claims: WhatsApp 01287019991 or info@vipwaterfall.com.