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Equipment supplied is warranted against defects in material and workmanship under normal use and service for the period stated on the applicable order acknowledgement. Manufacturer warranty terms apply to the equipment, and we administer claims on your behalf, coordinating inspection, documentation and resolution so you deal with one point of contact from first report to final remedy.
The warranty covers repair or replacement of the defective component at the manufacturer's option. Where a repair is practical it will usually be offered first; where it is not, a replacement component or complete unit is supplied. It does not extend to labor for removal or reinstallation, loss of production, or consequential damages.
What the Warranty Period Means
Unless the order acknowledgement states otherwise, the period runs from the date of shipment, not the date the equipment enters service. If commissioning will be delayed significantly after delivery, say so at the time of order so the terms can reflect it. Repaired or replacement components carry the balance of the original warranty period, not a new one, unless the acknowledgement for the repair states otherwise.
Proper Application and Operating Conditions
A heat exchanger is warranted for the duty it was selected for. The pressure, temperature, flow rates and fluids stated on the order define that duty, and the warranty follows those conditions. Operating a unit above its stated ratings, running a fluid or a concentration other than the one quoted, or connecting the hot and cold sides in reverse of the selection can all shorten equipment life in ways that are outside warranty coverage.
If your process changes after installation - a different glycol concentration, a higher steam pressure, a new cleaning chemistry - contact us before the change goes into service. In many cases the existing unit is fine and we will confirm it; in others a gasket, tube material or rating review protects both the equipment and the coverage.
Exclusions
Warranty does not apply to damage arising from operation outside the pressure and temperature conditions stated on the order, from corrosion or erosion caused by fluids or concentrations other than those specified at the time of quotation, from freezing, water hammer or thermal shock beyond the stated design cases, or from inadequate water treatment.
It also does not apply to consumable items including gaskets, to equipment modified without written agreement, or to damage caused by improper installation, commissioning or maintenance.
Common Exclusions Worth Knowing About
- Condensate flooding caused by an undersized or failed steam trap. The tube bundle sits in condensate it was never meant to see, and the damage pattern is unmistakable on inspection.
- Tube erosion caused by operating above the tube material's velocity limit. Erosion thins the tube wall at the inlet end where turbulence is highest, and an identical replacement will fail the same way in the same time.
- Chloride attack on stainless components from cleaning chemicals or water chemistry outside the specification.
- Gasket failure from over-compression, re-use of a used gasket, or exposure to a fluid the gasket material was not selected for.
- Freeze damage in equipment left full during shutdown in an unheated space.
Questions About Coverage?
If you are unsure whether a situation is covered, ask before it becomes a claim. A five minute call with the nameplate in front of you answers most questions on the spot: 1-805-484-2992.
Installation and Maintenance
Coverage assumes the equipment is installed, commissioned and maintained in line with ordinary good practice: piping supported so the exchanger does not carry pipe loads, connections made to the correct ports, air vented at startup, and isolation valves operated so the unit is not subjected to water hammer or sudden thermal shock.
Keeping simple records helps everyone. A note of the commissioning date, the operating conditions at startup, and any water treatment regime makes a future claim faster to assess - and often turns a suspected equipment defect into a quick operational fix instead.
Making a Claim
Contact us with the part number and any serial number from the nameplate, the original order reference, a description of the fault and the operating conditions at the time it occurred. Photographs are usually helpful, particularly of tube surfaces and gasket faces where damage is visible.
Do not return equipment without authorization. We will advise whether inspection can be carried out on site or whether the unit, bundle or component should be returned, and issue return instructions where a return is needed. Equipment returned without authorization may be refused, and freight on unauthorized returns is not covered.
What Happens Next
Claims are assessed against the order conditions and the physical evidence. Where the defect is covered, we coordinate the repair or replacement and keep you informed of the timeline. Where the damage points to an operating condition rather than a defect - erosion, flooding, chemistry - we will tell you plainly what the evidence shows and what would prevent a repeat, and we can quote a repair or replacement either way. A denied claim still gets a clear explanation and a path forward.
Replacement Parts and Repairs
Replacement bundles, bonnets, gaskets and other parts supplied outside a warranty claim carry the same defects-in-material-and-workmanship coverage as new equipment, for the period stated on their order acknowledgement. Using non-original parts does not void coverage on the rest of the unit, but any damage those parts cause is not covered - a bundle built to the wrong tube count or an undersized gasket can take a good shell with it.
When ordering a replacement part years after the original purchase, the part number and serial number from the nameplate are the fastest route to an exact match, including tube material and pass arrangement.
Limitations
The remedies described here - repair or replacement of the defective component - are the exclusive remedies under the warranty. To the extent permitted by law, no other warranty applies, express or implied, including any implied warranty of merchantability or fitness for a particular purpose beyond the duty stated on the order. Liability is limited to the purchase price of the equipment, and does not extend to labor for removal or reinstallation, downtime, loss of product or production, or incidental or consequential damages of any kind.
Warranty coverage applies to the original purchaser and is not transferable unless the order acknowledgement states otherwise. Nothing on this page overrides the terms on the applicable order acknowledgement, which govern in the event of a difference.
