After-Sales Service & Warranty

01 · What this policy covers

This policy explains what happens when a humidifier or diffuser you bought from us develops a fault. It covers units supplied under OEM, ODM and private label programmes, whether you sell them under our platform or under your own brand.

It does not replace the warranty clause in your signed supply contract. Where the two differ, the contract governs — a negotiation that improves on these terms is not limited by them.

02 · Warranty period

The standard warranty period is 12 months from the date the goods are received at the address on the order. Receipt, not dispatch, starts the clock — whatever Incoterm applies and whoever arranges the carriage.

The same 12 months applies whether the unit is used in a home or commercially — hotel rooms, spas, offices and other commercial installations are covered on the same terms as consumer units.

03 · What is covered

The warranty covers defects in materials and workmanship that appear during normal use — for example a failed transducer, a leaking tank seam, a PCB fault under rated voltage, or a fan that stops within the period.

It does not cover damage caused by dropping, water ingress beyond the unit's stated protection, use outside the rated voltage or water hardness, unauthorised repair or modification, consumables such as filters and scent pads, or normal cosmetic wear.

Where a unit has already been sold on to a consumer and fails in the field, the swap is carried out at our overseas warehouse rather than by returning the unit to us. The labour of the swap at that overseas warehouse is covered by the warehouse arrangement, so it is not charged back to you as a separate line and no unit has to cross a border to be replaced.

04 · How to raise a claim

1. Send the order number, model, quantity affected and a description of the fault to the contact address below.
2. Include photographs or a short video showing the fault, and the serial or batch label where the unit has one. This is what lets us distinguish a manufacturing defect from transit or use damage.
3. We review the claim and confirm the outcome in writing — replacement, repair, credit or rejection with reasons.
4. Approved claims are settled by replacement units on your next order, by spare parts, or by credit note, as agreed for that claim.

We acknowledge a claim within 24 hours. Verification is completed within 48 hours for a general fault and within 72 hours for a complex one, such as a failed control board or a leak that recurs after a first repair. A claim must be raised within 7 working days of acceptance, with the order number and the evidence described above.

These timeframes are the same for units in domestic and commercial use — hotel rooms, spas and offices are not held to a different response target.

05 · Spare parts and repairability

Common field-replaceable parts — filters, tanks, transducers, fans, power adapters and PCB assemblies — can be supplied with production orders so that you can service units locally instead of shipping them back. Availability depends on the platform; ask at quotation stage and we will state which parts are stocked.

06 · Changes to this policy

We may update this policy as our platforms and service arrangements change. The warranty terms in force when an order was confirmed continue to apply to that order, even if this page changes later.