WARRANTY, SERVICE & ORDER FULFILLMENT GUIDELINES

Download Warranty Service Request Form

  1. Overview

    1. Purpose

      Air System Supplies Ltd. is committed to providing reliable products and responsive support.

    2. Approach

      Manufacturer warranty coverage, reasonable supplemental support, clear timelines, shared responsibility, and flexibility where appropriate.

  2. Manufacturer Warranty (Baseline Coverage)

    1. Typical Coverage

      12 months from shipment date unless otherwise stated. Covers defective parts and components.

    2. Typical Exclusions

      Labour, improper installation, jobsite damage, environmental exposure, extended storage, or delayed startup.

  3. Air System Supplies Warranty Support (Tiered Approach)

    1. Tier 1 – Early Startup Support

      Installed and started within 90 days of delivery. Parts covered and labour coordinated through approved service partner.

    2. Tier 2 – Standard Warranty Period

      Startup after 90 days but within manufacturer warranty period. Parts covered. Labour is contractor’s responsibility.

    3. Tier 3 – Outside Warranty

      Parts, labour, and service are chargeable.

  4. Substantial Completion

    1. Standard Position

      Warranty is based on shipment date, not project completion date.

    2. Project Requirements

      Any discrepancy between the project requirements and Air System Supplies’ standard warranty is the responsibility of the contractor.

  5. Storage & Project Delays

    1. Delayed Startups & Storage

      Warranty support may be limited where equipment is stored beyond 90 days without startup or where unsuitable storage conditions exist.

  6. Warranty Claims Process

    1. Submission Requirements

      Submit project reference, issue description, and supporting documentation/photos. Site visits require approval.

  7. Service Response & Priority

    1. Scheduling

      Warranty service is scheduled based on availability. Expedited service may be available at additional cost.

  8. Fault Determination

    1. Equipment Defects

      Parts are covered. Labour is covered only within Tier 1.

    2. Non-Equipment Related Issues

      Labour, travel, and replacement costs may be chargeable.

  9. Repeat or Ongoing Issues

    1. Follow-Up Service

      Subsequent or recurring issues may be treated as a new service event.

  10. Parts Lead Times & Expediting

    1. Standard Lead Times

      Replacement parts are subject to manufacturer lead times and cannot be guaranteed.

    2. Expedited Options

      Expedited production or freight may be available at additional cost.

  11. Temporary Solutions

    1. Interim Measures

      Temporary solutions may be explored where feasible.

  12. Repair vs Replacement

    1. Warranty Resolution

      Warranty obligations are limited to repair or replacement of defective components.

  13. Critical Failures/Early Issues

    1. Priority Handling

      Equipment found defective upon delivery or startup will be prioritized where appropriate.

  14. Goodwill & Flexibility

    1. Additional Support

      Air System Supplies may provide support beyond standard warranty terms at its discretion.

  15. Manufacturer Coordination

    1. Vendor Coordination

      Air System Supplies will advocate with manufacturers where possible.

  16. Cost Transparency

    1. Communication of Costs

      Estimated costs will be communicated prior to proceeding, where possible.

  17. Optional Extended Warranty & Service Programs

    1. Available Options

      Extended labour coverage, startup services, and priority response programs may be available.

  18. Shipping, Damage & Order Accuracy

    1. Quality Control & Handling

      Detailed packing slips, inspections, and shipment photo documentation are used where applicable.

    2. Inspection Upon Receipt

      All shipments must be inspected upon receipt.

    3. Reporting Timelines

      Visible damage must be reported within 24 hours. Concealed damage must be reported as soon as possible and within 3 business days. Failure to inspect/report may void freight claims. Detailed photos are strongly encouraged.

    4. Freight Responsibility

      Air System Supplies will assist with freight claims where possible.

    5. Incoming Damage

      Damage identified at Air System Supplies’ facility will be documented and addressed prior to shipment where possible.

    6. Order Accuracy

      Discrepancies must be reported within 5 business days.

    7. Late Reporting

      Late reporting may result in denied or limited claims.

    8. Approach to Resolution

      Air System Supplies aims to work collaboratively, resolve issues quickly, and provide flexibility wherever possible.

  19. Additional Terms & Conditions

    1. Returns & Restocking

      Returns are subject to approval and potential restocking fees.

    2. Special/Custom Orders

      Custom products are non-cancellable and non-returnable once production has commenced.

    3. Site Readiness

      Equipment must be accessible and safe to inspect.

    4. Access & Coordination

Contractors are responsible for providing safe and reasonable site access.

These guidelines are intended to promote efficient resolution, clear communication, and consistent service expectations for all parties.