Warranty

Warranty

What Is Covered

In normal use and service, what we supply is warranted against defective material and defective workmanship, for whatever period the order acknowledgement names. The manufacturer's terms are the ones that govern the equipment; the claim is ours to run, which means one point of contact from your first report through inspection to the remedy.

The remedy is repair or replacement of the defective part, at the manufacturer's option. Where a repair is sensible it is normally offered first. It does not extend to the labour of taking the unit out or putting it back, to lost production, or to consequential loss.

When the Period Runs

Unless the acknowledgement says otherwise, the clock starts at shipment, not at start-up. If commissioning is going to be months behind delivery, tell us at the time of order so the terms can allow for it rather than expiring in a warehouse.

A part repaired or replaced under warranty carries what is left of the original period. It does not restart one, unless its own acknowledgement says so.

The Duty on the Order Is the Warranted Duty

A plate unit is warranted for what it was selected to do. The fluids, concentrations, flows, temperatures and pressures on the order define that, and coverage follows those conditions.

Running above the rating, putting a different fluid or a different concentration through it, or connecting the hot and cold sides opposite to the selection will all shorten the life of a pack, and none of those are defects. If your process changes after installation — a new cleaning chemistry, a higher glycol percentage, a rise in chlorides — call before the change runs. Often the answer is that the unit is fine and we confirm it. Sometimes it is a gasket or plate material review, which protects the equipment and the coverage together.

Claims and Parts

What Coverage Assumes

That the unit was installed, commissioned and maintained to ordinary good practice: pipework supported so the frame carries no pipe load, connections on the correct ports, the pack tightened to the dimension stamped on the frame and not past it, air vented at start-up, and valves operated so the unit is not hit with hydraulic or thermal shock.

Simple records help everyone. The commissioning date, the conditions at start-up, the tightening dimension, the water treatment regime and the cleaning interval make a claim quick to assess — and quite often turn a suspected defect into a short operational fix.

Making a Claim

Send us the model and serial number from the nameplate, the original order reference, what the fault looks like, and the operating conditions when it appeared. Photographs help — particularly of the plate surfaces, the gasket grooves and the leak path if the pack has been opened. If a plate has cracked, photograph the crack and the surrounding surface, because the pattern of attack usually says what caused it.

Do not send equipment back without authorisation. We will say whether it can be inspected where it stands or whether plates, gaskets or the unit should come back, and issue return instructions if they should. Unauthorised returns may be refused and their freight is not covered.

How a Claim Is Decided

Against the conditions on the order and against what the hardware shows. Where the defect is covered we arrange the repair or the replacement and keep you posted on timing.

Where the evidence points at an operating condition rather than a defect — chloride attack, over-compression, a pack starved of cleaning — we will tell you plainly what it shows and what would stop it happening again, and we can quote the repair either way. A declined claim still gets a clear explanation and a route forward.

Replacement Plates, Gaskets and Frames

A part bought outside a claim is covered the way new equipment is — against defects in material and workmanship — and for whatever period its own acknowledgement names. Gaskets stay consumables however they are bought.

Sourcing a part elsewhere leaves the rest of the unit covered as it was. What it does not cover is the damage that part goes on to do. A plate pressed to a slightly different pattern, or a gasket a fraction out of profile, will not seal evenly across the pack and can take good plates with it.

Ordering years after the original purchase, the model and serial number are the fastest route to an exact match — plate pattern, material, thickness and gasket compound together.

Limits

Repair or replacement of the defective part is the exclusive remedy under this warranty, and it is the only one. To the fullest extent the law permits, nothing else is given or implied — and that includes any implied warranty of merchantability, and any implied warranty of fitness for a particular purpose reaching beyond the duty the order names.

Whatever is owed stops at what the equipment cost. Taking it out and putting it back, time lost while the plant is down, product or production gone, and incidental or consequential loss of every sort are all outside it. Coverage runs to the original purchaser and does not transfer unless the acknowledgement says it does. Where anything here differs from the acknowledgement for a particular order, that acknowledgement governs.