Warranty Policy
Warranty Coverage
For commercial customers, TOOVEM offers a 12-month limited warranty on the complete unit and a 36-month limited warranty on key components, starting from the invoice date, under normal installation and operating conditions. Consumables (e.g., filters, UV lamps, belts) are not covered under warranty.
Eligibility
Warranty applies only to products purchased through TOOVEM or authorized distributors, with valid proof of purchase and serial number.
Warranty Services
We provide replacement parts and technical support. If on-site repair is not feasible, an advance replacement may be arranged in accordance with our RMA policy.
Exclusions
Warranty does not cover issues caused by misuse, improper installation, incorrect voltage, chemical corrosion, force majeure, or unauthorized modifications.
How to File a Claim
Submit a service ticket with the product serial number, fault description, and supporting photos/videos. Our support team will provide a diagnosis and resolution plan within one business day.
RMA & Returns
DOA / Early Failure (Within 7 Days)
Upon approval, TOOVEM will ship a replacement part or unit from our Los Angeles or North Carolina warehouse within 48 hours. Round-trip ground shipping is covered by TOOVEM.
In-Warranty Failures
We will provide replacement parts or a refurbished substitute unit (at TOOVEM’s discretion). Processing time is 2–5 business days after diagnosis is completed.
Non-Defective Returns (B2B Customers)
Accepted only within 30 days of purchase, unopened and in resalable condition. Buyer is responsible for shipping costs, and a 15% restocking fee applies.
RMA Process
Submit a service ticket → Receive RMA number → Label and package the return → Ship within 7 days → Inspection → Resolution provided.
Shipping & Damage Claims
Receiving Inspection
Any visible damage must be noted on the Bill of Lading (BOL) at the time of delivery, with supporting photos taken for record.
Claim Window
Claims must be submitted within 48 hours of receipt, including photos and BOL notations. TOOVEM will provide replacement parts, replacement units, or file a claim with the carrier as appropriate.
Lost Shipment
Please report any missing shipments within 5 business days of the scheduled delivery. Once verified, TOOVEM will arrange reshipment.
Service Level Agreement
Response Time
Technical support requests are acknowledged the same day, with a diagnostic provided within 24 hours. Critical downtime cases are prioritized and addressed within 4 hours.
Replacement Pool
Safety stock of key models is maintained at both West Coast and East Coast U.S. warehouses to ensure rapid replacement.
Spare Parts Availability
Common replacement parts remain available for 3–5 years after a model is discontinued.
On-Site Service (Optional)
Enterprise customers may request paid on-site support or service through an authorized provider.
Spare Parts & Maintenance
Consumables
Filters and UV lamps are classified as consumables. Please refer to the user manual for recommended replacement intervals.
Preventive Maintenance
A quarterly maintenance checklist is provided. Following the checklist helps ensure continued warranty coverage.
Parts Ordering
Genuine TOOVEM parts must be purchased through authorized channels. Please provide the product serial number when ordering to confirm compatibility.