We believe that the true acid test for true quality service is not when things go well. Rather, it is the way we respond and manage service recovery on the rare occasions when things go wrong.
All equipment is warranted by HWM to be free from defects in materials and workmanship. However, we realise that any highly sophisticated electro-mechanical and software driven devices can let us down from time to time. For this reason, we provide a dedicated Technical Support Helpline, extended warranty options and a commitment to support the repair and maintenance of products for a minimum of 10 years from the purchase date of the equipment.
Our staff will always seek to resolve any technical enquires and are fully supported by the HWM Engineering Team to guide you to a satisfactory outcome. In the rare event that a product develops a defect within the warranty period, it will need to be returned to HWM for inspection and repair.
The procedure for returning a product for servicing or repair is as follows, please click the link below to complete the Service and Warranty Repair form:
Once received by us, we will examine the equipment, make any repairs that are required and return the goods to you within 3-4 weeks of receiving them.
Once received by us, we will examine the equipment and send you a full service quotation for the work needed to be carried out.
If you authorise the work to be carried out, you will need to issue an order number or provide us with payment before work can commence. Please quote the RMA number on your order.
Please note that if we have not received an order number or advance payment within three working months we will return the goods to you at your expense unrepaired.