1-805-484-2992
Quotes - Engineering - SalesCoverage
HeatX warrants each new sanitary heat exchanger sold through this site to be free from defects in materials and workmanship, under normal use and service, for the period stated on the order acknowledgement, running from the date of shipment, not the date the equipment enters service. The warranty applies to the original purchaser and the original installation and is not transferable.
If a covered defect appears within the warranty period, HeatX will, at its option, repair the unit, replace it, or replace the defective component. Repair or replacement does not extend the original warranty period. This is the only warranty HeatX gives on the equipment; no other warranty, expressed or implied, including any implied warranty of merchantability or fitness for a particular purpose, applies.
What Is Not Covered
The warranty does not cover damage or failure caused by conditions outside the equipment: freezing, water hammer, thermal shock, overpressure, corrosion or erosion from fluids other than those stated on the quote, fouling, scale, or chemical attack from cleaning agents used outside their published concentration and temperature limits.
It also does not cover freight damage (report that to the carrier at delivery and note it on the bill of lading), damage from improper installation, alteration, or repair by anyone other than HeatX or a party HeatX has authorized, or normal wear of gaskets, elastomers and other consumable parts.
Labor to remove, reinstall or transport the unit, downtime, lost product and other consequential costs are not covered.
Proper Application
Each unit is sized and built for the fluids, flows, temperatures, pressures, hygiene class and utility conditions stated on the HeatX quotation and order acknowledgment. Operating the exchanger on a different product, at a different flow or pressure, or with a different utility than quoted is outside the warranty unless HeatX has confirmed the change in writing.
If the process changes after the order, tell us before running it. In most cases a quick check confirms the unit is still suitable, and where it is not we will say what has to change.
Installation and Operation
The warranty assumes the exchanger is installed and operated in accordance with the drawing and instructions supplied with it: correct orientation for drainability, supports that do not load the connections, relief protection on both sides where the utility can exceed the design pressure, and start-up and shutdown sequences that avoid thermal shock and water hammer.
CIP and SIP cycles must stay within the chemical concentrations, temperatures and rates shown in the instructions and appropriate to the gasket and elastomer materials supplied. Keep a record of the operating conditions and cleaning cycles; it is the first thing we will ask for on a claim and it usually settles it quickly.
Making a Claim
Contact HeatX at 1-805-484-2992 or Sales@HeatX.com with the serial number from the nameplate, the order or invoice number, a description of the problem, and the operating conditions at the time it appeared. Photographs help. Do not return the unit or open it for repair until HeatX has issued a return authorization or agreed to a field inspection.
HeatX will review the claim and advise the next step: field repair, return for inspection and repair, or replacement. Units returned for evaluation must be cleaned, drained and free of product before shipment. If inspection shows the failure is not covered, HeatX will quote the repair before any work is done.
Replacement Parts
Gaskets, elastomers, plate packs, tube bundles and other replacement parts supplied by HeatX carry the same warranty terms as the equipment, running from the date the part ships. Parts not supplied or approved by HeatX may affect performance or sanitary compliance and their use in the unit is outside the warranty.
Limitation of Liability
HeatX's liability under this warranty is limited to the repair or replacement of the defective equipment or component as described above, and in no event exceeds the purchase price of the equipment. HeatX is not liable for incidental, indirect, special or consequential damages, including lost production, lost product, downtime, or the cost of substitute equipment, whether the claim is in contract, warranty, tort or otherwise.
Some jurisdictions do not allow certain limitations, in which case the limitation applies to the fullest extent permitted.
Questions
For any question about coverage on a specific unit, or to confirm the warranty terms that applied to an order, call HeatX at 1-805-484-2992 or email Sales@HeatX.com, 8am to 5pm. Have the serial number handy. Full commercial terms are on the Terms and Conditions page.
