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.

To contact our Technical Support team please call them on +44 (0) 1633 489479 Option 2 or email [email protected]

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.

Returning a Defective Product to HWM

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:

• You will be required to supply full details of the problem together with the system type and serial number(s) of the equipment to be returned.
• When you submit the form, you will automatically be given a unique RMA number which must be displayed on all equipment and documentation. Please note that we cannot accept responsibility for equipment returned to the factory without an RMA number.
• Please return the equipment to us, quoting your RMA number clearly. If you have requested that HWM collect the equipment from you, will we contact you to arrange a suitable time to do so.
• HWM will acknowledge receipt of the returned goods when we receive them.

Products Under Warranty

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.

Products Outside Warranty

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.

If you wish to contact the HWM Service Department to discuss your requirements, please call them on +44(0)1633 489479 - Option 3 or email them at [email protected]