Warranty Terms and Conditions

General Terms

User cannot exchange or return any item after the delivery.

Warranty covers 12 month from the date of purchase IF THE PURCHASER IS TO REGISTER FULLY THE WARRANTY FORM ONLINE WITHIN 14 DAYS FROM THE DATE OF PURCHASE. Please make sure to ask our after sales support team about correct warranty period for purchased goods to avoid misunderstandings.

You may be asked to provide proof of purchase as a condition for receiving warranty service. YOUR ORIGINAL PURCHASE RECEIPT SHOULD BE KEPT WITH WARRANTY CARD IN A SAFE PLACE.

Warranty does not cover any expenses for shipping to US, any damaged items and shipping of the repair/exchange items to the purchaser.

Warranty does not cover any damages or losses caused by postal or shipping services. We recommend you to carefully check the package contents according to mailing list in front of postal service or shipping company representative.

Warranty dose not covered if usage not in accordance to instruction for operations (e.g. minimum humidity and/or temperature requirements)

We provide absolutely free high quality technical support for our customers.

We can refuse to provide the warranty service if:

  • Warranty seals are removed or damaged;
  • Warranty period has expired;
  • Rules of use were violated;
  • There were made any modifications or adjustments to the device or misuse of the item;
  • There were any damages of the item caused by user (mechanical, heat, electrical etc);
  • Warranty does not cover any accidents (fire, foreign liquids and elements exposure, electric discharges, incorrect voltage etc);

Before sending items for warranty service, please contact our support team to find out all the details concerning your issue.

In case of eligibility for warranty service, purchaser should return to us fully packaged item with all the accessories, manuals, documents etc, invoice and filled out certificate of compliance. Please note that we do not refund any shipping expenses.

If our investigation shows that malfunction was caused by the purchaser, repair and service will be paid by the purchaser.

We are always ready for the constructive conversation with or clients and believe that our cooperation will be mutually beneficial.

Warranty and Return Policy

ADDER HILL is not responsible if the package is shipped back to us, damaged or confiscated due to problems with custom clearance. Therefore, please check with your country's custom policies before placing an order.

ADDER HILL is not responsible if the purchaser ordered wrong items by mistake either. In this case purchaser is eligible to receive a refund excluding shipment cost if the item shipped back to us in original purchase condition and packaging.

ADDER HILL is not responsible for damaged packages or those shipped back to us for the reason the designated courier service fail to deliver the package to the given destination address (after several attempts to deliver your package due to your absence).

If the purchaser receives damaged parcel, there are some requests that should be done by the recipient:

  • report the damage to the delivery company and make photos of damaged items/parcel
  • make a claim to the courier for the damaged items/parcel on the same amount that was declared in the invoice
  • refuse to pay the freight cost
  • request delivery company to resend the goods with free freight cost

Our warranty does not cover risks of product's damage or loss within the responsibility of Delivery Company. For this reason, please check the parcel right on receipt and compare the content with the packing list in the presence of the courier. ADDER HILL is not responsible for any faults discovered after you confirmed the receipt. If your package is lost by the delivery company, you should claim them directly. However, take into consideration that they will compensate the lost products only within the amount at risk indicated in the invoice according to your request. Expenses for shipping of the defected equipment both ways to and from the customer's site are not covered by the warranty, except for the situations, when the customer receives dead on arrival product with "Tested" sticker.

  • To avoid warranty being invalid, the purchaser is to register fully the warranty form online within 14 days from the date of purchase.
  • This Warranty does not cover the damage arising from accident, misuse tampering, Acts of God, corrosion, rusting or stains, inserts inside machine, installation to wrong power voltage supply or subjection abnormal voltage supply, usage not in accordance to instruction for operations, normal wear and tear of parts, software and machine installation, demonstration or training, panels, body or paintwork of equipment, cabinets, external parts, unauthorised  alteration or repairs done by unauthorised  person without the knowledge and approval from ADDER HILL.
  • This warranty does not cover servicing of equipment , transportation, handling delivery, service charges for checking improper Operation / installation of equipment (e.g. filter installation), routine maintenance servicing/cleaning (e.g. cleaning of filters), faulty display set or demo set or equipment loan for commercial purposes.
  • This warranty is valid only in respect of ADDER HILL Products purchased from ADDER HILL or ADDER HILL authorised seller.
  • In the event that the purchaser does not wish to service or repair the equipment after the warranty period has expired or when the equipment is not covered under warranty due to the warranty terms and conditions, a service fee will be charged at a rate determined by ADDER HILL.

What is Not Covered

  • Normal maintenance, cleaning, or tune-ups
  • Cosmetic defects or damage (such as cracked cases and broken hinges) or defects that do not inhibit the proper operation and performance of the covered items
  • Repair or replacement covered by any other warranty, service agreement, or insurance policy in effect at the time of the failure
  • Repair or replacement due to failure to properly install, operate, maintain, or clean the covered Product in accordance with the local codes and the manufacturer's printed instructions, or from use in any combinations not approved in the manufacturer's specifications, or from any authorised  modifications or alterations
  • Repair or replacement due to vandalism, riot, or general environmental conditions, including but not limited to rust, corrosion or mold.
  • Any service request which results in customer education or no problem found
  • Conditions which existed prior to your purchase and delivery of the Product or the Service Contract. Special, indirect, or consequential damages
  • Loss or damage caused by accidental or intentional physical damage, spilled liquids, insect infestation, misuse, abuse or service costs or damage caused by unauthorised  repair personnel
  • Personal items left in the product to be repaired
  • Products that are not listed on the Service Contract
  • Theft and loss
  • Loss or damage to the covered product while in the course of transit, delivery, or redelivery
  • Alteration or removal of the serial number
  • Damaged caused by disassembly of the Product
  • Damage resulting from improper gas or water connections, or electrical wiring and connections in user environment; user facilitated minor adjustments and settings outlined in the product's owner’s manual; inaccessible products or parts; negligence
  • Failures due to dust, animal or insect damage; acts of God such as fire, water, windstorm, sand, dirt, hail or earthquake; civil disorders; nuclear accident

What should I do if my item stopped working?

  • After discovering any malfunction, please contact our technical support team. To do so you have to use the appropriate form at the web-site or write the e-mail to us.
  • In detail describe your issue and specify the serial number of your product
  • If your issue cannot be solved remotely, you will be offered the option of sending us the item. Please note that ADDER HILL does not refund any shipping expenses.

Please make sure that:

  • Warranty seals are not damaged
  • The item is fully packed including all accessories, manuals and original package
  • The certificate of compliance is filled
  • Warranty ticket is included to the package

If we have the analogous item in stock, we will provide you with the replacement within 14 working days. Otherwise the reclamation will be forwarded to the manufacturer and the replacement term might delay.

ADDER HILL does not hold any responsibility for any damages caused after the warranty period, but will gladly provide its customers with any technical consulting.

Damaged Packages Return Policy

ADDER HILL is not responsible or liable if the package is shipped back to us, damaged or confiscated due to problems with custom clearance. Therefore, please check with your country's custom policies before placing an order.

ADDER HILL is not responsible or liable for damaged packages or those shipped back to us in the event that the designated courier service failed to deliver your package(s) to the given destination address after several attempts (due to your absence).

If the customer receives parcel with damaged items, s/he shall do the following:

  • report the damage to the delivery company and make photos of damaged items/parcel;
  • make a claim against the delivery company for the damaged items/parcel for the same amount as declared in the invoice;
  • refuse to pay delivery cost;
  • Request Delivery Company to send back and resend the goods free of charge.

Please, take into consideration that seller's responsibility ceases when the product has been shipped off to the address specified by the customer. 

Our warranty does not cover risks of product(s) damage or loss within the responsibility of Delivery Company. Therefore, please check the parcel right upon receipt and compare the content with the packing list in the presence of the courier. ADDER HILL is not responsible or liable for any faults discovered after you have accepted the parcel. If your package is lost by the delivery company, you should claim against them directly. However, take into consideration that they will compensate for the lost products only within the amount at risk indicated in the invoice according to your request. 

The shipping expenses for damaged equipment delivery both ways to and from the customer's site are not covered by the warranty.

Please be aware that compensation for lost or damaged by the delivery company packages will be issued within the declared value.

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