12 Month Manufactures Warranty
If the product has to come back to us, the warranty is subject to up to a 1 day inspection before any advice can be given.
The warranty covers parts and labour but not the postage. We provide you with a professional freight case and padding so that your machine can be securely protected during transportation.
The warranty is being provided directly from the manufacturer where agents, distributors, or affiliates are able to assist during the warranty period.
You may ask for a customised warranty cover that can be tailored to your needs.
Important: We must receive pictures and videos of the problem before we can advise you further, where issues must be logged clearly to avoid miscommunication. These images will be passed onto our engineers to solve problems as quickly as possible, it is best to follow their procedures and advice for a speedy recovery of your item. 90% of the time issues can be diagnosed and solved remotely unless there is a physical fault.
Very rarely faults can occur and we understand that it is frustrating when there is a problem with your machine or products and we will try to solve it as soon as we can. We cannot be liable for any loss of earnings, loss of business, negligence, accidents, product malfunctioning or any harm caused to the user or customers when there is a problem with your product or usage and advice. This applies during and after the warranty period.
Only authorised distributors or engineers are able to service or repair the machine on our behalf. All consumable items such as handles as well as the machine will be void if the equipment is found to be tampered with during or after the warranty period. Warranty does not cover accidental damage, wear and tear to the machine, handles or filters. The warranty will be void if the product is misused, improper maintenance or storage as advised by the manufacturer within the user manual provided. We will refuse to service/repair the machine and consumables if it has been tampered with by unauthorised personnel.
If we are unable to provide a resolution within 24-48 hours of receiving your machine, we will either provide the following depending on availability:
1) Swapping for a like for like machine.
2) Providing you a temporary machine either the same or different technology to your machine that can offer the same treatments.
During your warranty period
Upon receiving and inspection, we aim to fix, repair, replace a like for like of the machine/parts within 1-2 working days. A courtesy machine/parts is not provided.
New warranty or extended purchased warranty cannot be forwarded to another customer/business if they have not had the training with an approved AW3 representative.
Repaired Warranty Terms
Repaired parts after the warranty period are covered for 90 days if your machine is being serviced regularly.
If your machine is not serviced within the recommended period, repaired parts are only covered for 30 days warranty.
Postage is automatically calculated in your basket with a suitable delivery company depending on your location. Please ensure that there is someone available to help the driver lift the heavy machine to your door, otherwise, you can re-arrange delivery directly with the delivery company.
Once you have received your items, do inspect within 7 days in case of any damage in transit.
Marketing and training materials can only be given to you by the trainer after the day of your training.
We do not have control over the delivery of your item once it is taken from us by the delivery company, but we will provid you with the tracking number of the associated company and how to contact in case of any issues.
For some large items, you will need to pay for re-delivery if you missed the delivery date.
You will have to pay directly to the delivery company and arrange re-delivery with them.
We will deliver to the delivery address that you input on your order. If you have given us the wrong address please contact us ASAP as we are unable to change the address once the courier has the item.