Delivery Service

With an efficient delivery team, advanced automation systems, and precise route planning, the purest, freshest Watsons water is delivered punctually to all customers daily.

Comprehensive Maintenance Service

To ensure you enjoy the highest quality Watsons water, our professional technical support team stands ready to provide disinfection and efficient servicing for your dispensers, safeguarding your health.

Regular Disinfection for Healthier Living

Airborne particles, dust, and bacteria lurk in the surrounding environment. These contaminants can enter and accumulate in the water tank of your dispenser, compromising water quality. To eliminate the risk of secondary contamination, please disinfect your water dispenser regularly.

Expert Recommendations

Watsons Distilled Water: Disinfect every six to twelve months.

Watsons Mineral Distilled Water: Disinfect every three to six months.

1 Equipment Maintenance and Sanitising Service for Watsons Water Products

1.1
"Equipment" refers to the product and parts Watsons Water sold to the Customer. Maintenance and/or sanitising service scope and terms and conditions shall refer to both this section and respective service plan or agreement.

1.2
We provide after-sales service for the Equipment pursuant to the relevant terms and conditions under the service plan(s) which you have subscribed to, including spare parts changing arrangement, professional after-sales advice, and to receive the latest promotional news about our products, and on-site follow-up service. Watsons Water normally provides a 12-month dispenser warranty, starting from the receipt date of the dispensers. Parts will be charged separately after the warranty period. Please keep the invoice as proof of purchase. For warranty and repair service, under any circumstances, the Customer needs to bring the product to our Service Centre at 6 Dai Li Street, Tai Po Industrial Estate, N.T. Please call the Watsons Water Customer Service Hotline for an appointment in advance.

Customer Service Hotline of Watsons Water: +852 2660-6688
Customer Service Hotline Operation Hours: Monday to Friday from 8:00 a.m. to 6:00 p.m., Saturday from 8:00 a.m. to 5:00 p.m. (excluding public holidays).

1.3
The warranty coverage is annulled once the Equipment is repaired by anyone other than our technician. The warranty covers Equipment working in good condition upon joining and being used under normal conditions.

1.4 Warranty Exclusions for Watsons Water Products
The warranty referred to in Clause 1.2 above does not cover the following:
1.4.1 Normal product depreciation and wear and tear.
1.4.2 Regular product inspections and regular parts replacement services.
1.4.3 Any improper installation or maintenance and damage.
1.4.4 Product packaging.
1.4.5 Delivery or transportation fees.
1.4.6 If the original invoice(s) is lost or cannot be presented.
1.4.7 The Watsons Water product is being installed close to any stoves or any heated sources.
1.4.8 The product usage is not within the product specifications and suggested conditions.

1.5
Where any damage is caused by obsolete Equipment and normal wear and tear, disaster, accident, fire, unauthorized alteration, misuse, or inappropriate placement of the Equipment by Customer, we have no responsibility for any liabilities or claims arising out of the Equipment.

2 Equipment Maintenance of Watsons Water Solution – CF1 Advanced Pro Filter Only

2.1
Customers who purchase the Watsons Water Solution CF1 Advanced Pro Filter are entitled to the below warranty for 3 years. To be eligible for this warranty, Customers need to register on the designated website (details can be found on our website) and keep the original receipt as proof of purchase. The warranty consists of:

• Professional after-sales consultation and service through Customer Service hotline
• Free replacement of parts~ (excluding filter cartridges, mixer diverter, and any human damage)#
• One-time follow-up service within warranty period*
• Replacement filter cartridge reminder service
• Receive latest promotional news about Watsons Water Solution Products

~Parts include "O-ring" and "Thread Adapter" (postal service included). Replacement is not available if the filter cartridge has been/is wet, damp or used.
#For additional maintenance and repair services, Customers must bring the water filter to the WWS maintenance centre for confirmation by the technician before replacement, and relevant fees may apply. The WWS maintenance centre address is Watsons Distilled Water Centre, 6 Dai Li Street, Tai Po Industrial Estate, and Customers are advised to call the Customer Service hotline +852 2662-1993 to make an appointment before visiting. Delivery fee will be collected when we send the filter back to the Customer.
*The Watsons Water Solution CF1 Advanced Pro Filter must be installed by an authorized technician from WWS before the one-time follow-up service can be enjoyed. Otherwise, fees may apply for on-site replacement or repair. If the repair involves other parts and transportation services, relevant fees will be charged.

WWS Customer Service Centre opening hours:
Monday to Friday from 8:00 a.m. to 6:00 p.m., Saturday from 8:00 a.m. to 5:00 p.m. (excluding public holidays).

WWS Maintenance Service Centre opening hours:
Monday to Friday 9:00 a.m. to 12:00 p.m; 2:00 p.m. to 6:00 p.m.
Saturday 9:00 a.m. to 12:00 p.m. (except on public holidays)

2.2
Regarding the installation of the filter, Customers are recommended to understand the type of faucet in their home before purchasing and can install it themselves without using any tools to install the diverter on the faucet. The installation process is typically straightforward and can be completed in a few minutes. If Customers require a professional technician for on-site installation, Customers need to provide actual photos and videos for the installer to conduct a preliminary assessment and arrange for necessary parts.

The basic cost for on-site installation is HK$400, which includes parts*. The basic on-site installation service includes installing the diverter on the water outlet faucet.
*Parts mean connectors, "Thread Adapter", and "O-ring".
The on-site installation service does not include drilling holes.
Additional fees of HK$350 are charged for areas such as outlying islands, Discovery Bay (except Tung Chung), certain remote areas, or places that are difficult for WWS vehicles to reach (excluding Village houses).

Please contact WWS Customer Service Centre via hotline +852 2662-1993 to make an appointment before on-site inspection.

2.3 On-site installation
2.3.1 WWS will provide a quotation for the service charge for basic installation (for example, for WWS products, this may include the installation of splitter on the water tap, amongst others).
2.3.2 The technician will check the water pressure before installation. Charges for additional service parts upon special requests will be quoted separately.
2.3.3 Customers can provide actual photos to the technician for assessments and arrange required service parts.
2.3.4 The technician will contact Customers one day in advance via phone to arrange the installation.
2.3.5 Please inform the technician as soon as possible in case of a change of installation date.

2.4
Customers shall observe the recommended usage instructions before operating the filter system, including but not limited to the following general conditions:

• Ensure the water source is safe and WWS products are installed on a levelled and vertical position within 2°C – 38°C, away from stoves and any heat source.
• Operate WWS products for 15 minutes until the water is clear for the first time usage, and 30 seconds when it is idle for more than 8 hours.
• Do not filter hot water or use during water tank cleaning as it can cause damage to filter cartridges.
• Do not disassemble WWS products for cleaning. Surface cleaning with a wet cloth and clean water is acceptable.
• Replace cartridges on a regular interval according to different cartridge types or when water flow becomes slow. The maximum lifetime is 12 months, and the average replacement is every 6-9 months, but it may vary depending on water consumption and water source quality.
• We will not be liable for any system failure due to improper installation, usage, and maintenance.

2.5 Warranty Exclusions
The warranty referred to in Clause 2.1 above does not cover the following:
2.5.1 Normal product depreciation and wear and tear.
2.5.2 Once the filter cartridge is used or filled with water.
2.5.3 Regular product inspections and filter cartridge replacement services.
2.5.4 Any improper installation or maintenance and damage.
2.5.5 Product packaging.
2.5.6 Delivery or transportation fees.
2.5.7 If the original invoice(s) is lost or cannot be presented.
2.5.8 The WWS product is being installed close to any stoves or any heated sources.
2.5.9 The product usage is not within the product specifications and suggested conditions.
2.5.10 Sanitizing services for the equipment or any external finishings (including but not limited to cabinets).

2.6
Watsons Water Solution reserves the right to supply products and services, adjust prices, and revise these terms and conditions. In case of any disputes, Watsons Water Solution reserves the right of final decision.