Warranty, returns and fault claims
Every part we supply ships with a twelve-month warranty from the date of purchase, against dead-on-arrival defects and manufacturing faults. We answer claims within one business day.
At a glance
| Warranty period | 12 months from purchase |
|---|---|
| Covers | DOA, manufacturing defects, non-genuine units, transit damage |
| Applies to | All parts, including refurbished and second-hand units |
| Reporting deadline | None — report as soon as the fault appears |
| Does not cover | Mis-installation, misuse, consequential loss, post-delivery modification |
| Response time | Within 1 business day |
| Remedy | Replacement or refund, agreed case by case |
| Return freight | Buyer pays, unless the item is faulty or non-genuine |
| Non-defective returns | Case by case |
| Payment | Advance transfer; DAP default, negotiable |
What the warranty covers
Every part we supply ships with a twelve-month warranty against dead-on-arrival defects and manufacturing faults. The warranty period runs twelve months from the date of purchase.
- Units that arrive dead on arrival, or fail on first test in your installation.
- Manufacturing defects present at the point of supply.
- Units found to be non-genuine, where the remedy is agreed between replacement and refund.
- Damage in transit, where evidence is supplied within the carrier's claim window.
- Refurbished and second-hand units, on the same twelve-month terms as new stock.
What the warranty does not cover
We would rather set the boundary now than argue about it later.
- Damage from incorrect installation, wrong supply voltage, or missing earthing.
- Damage from improper wiring, including swapped or reversed terminals.
- Consequential loss — lost production, downtime, or loss of data.
- Units modified after delivery, or with the housing opened.
- Normal ageing of electrolytic capacitors and relay contacts.
How to raise a claim
- Email sales@hyx-automation.com quoting your order number and the SKU.
- Send photographs of the unit, its labels, and the wiring where the fault occurred.
- Describe the failure — the fault code, the LED state, what you expected and what happened.
- We respond within one business day with either a replacement, a refund, or a request for further diagnosis.
Tell us about a fault as soon as you find it. There is no fixed reporting deadline on your side — but the sooner we hear about it, the easier it is to establish what actually happened, and the more likely we are to resolve it in your favour.
Shipping, payment and returns
We ship worldwide by DHL, FedEx and UPS. In-stock items normally leave our warehouse within 1–2 days of order confirmation; models we do not hold in stock typically take 3–5 days to source and dispatch.
Payment is by advance transfer. DAP is our default Incoterm, and both payment terms and Incoterm are negotiable on larger orders. Purchase orders are accepted, subject to our sales confirmation.
Returns of non-defective items are handled case by case and may be refused where the unit has been installed. Return freight is arranged by the buyer unless the item is confirmed faulty or non-genuine, in which case we bear it.
Frequently asked
What is your warranty period?
Twelve months from the date of purchase. This applies to dead-on-arrival defects, manufacturing faults, transit damage, and any unit found to be non-genuine — on new, refurbished and second-hand parts alike.
How long do I have to report a fault?
There is no fixed reporting deadline. Tell us as soon as you find the fault — the longer a failed unit sits in your cabinet, the harder it is to establish what caused it.
Who pays return shipping?
Return freight is paid by the buyer unless the item is confirmed faulty or non-genuine, in which case we arrange and pay for it.
Do you accept returns on working parts?
Case by case. Returns of non-defective items may be refused where the unit has been installed. Contact us before shipping anything back.
What warranty applies to a part you source for me?
The same twelve months from purchase. Sourcing a part to order does not shorten the cover, and it does not change whether the unit is new or refurbished.
What are your payment terms?
Payment is by advance transfer. DAP is our default Incoterm, and both payment terms and Incoterm are negotiable. Purchase orders are accepted subject to our sales confirmation.
Send part numbers and quantities and we confirm stock, condition and price. We reply within one business day, Monday to Friday.