At DIENES, we offer the following warranties for our products:
Up to 1 (one) year warranty for pneumatic crush cutting blade holders, including bearings, seals, and packaging, and up to 2 (two) years warranty for pneumatic shear cutting blade holders, including bearings, seals, and packaging. This warranty covers manufacturing defects that prevent the proper functioning of the blade holders; however, it does not cover mechanical damage or damage caused by improper use of the equipment by the customer. Improper use of the equipment may include, but is not limited to: using the blade holders with air pressure higher than the maximum specified in the technical data sheet, website, and/or brochure, using the blade holders at an operating speed higher than the maximum specified in the technical data sheet, website, and/or brochure, impacts, drops, and/or replacement of non-original DIENES parts, as well as any modification to the products that does not come directly from DIENES. If the warranty applies, a replacement of the product and/or components with the manufacturing defect will be made at no additional cost. To activate the warranty, it is first necessary to contact the DIENES team to ensure that the components are being operated and adjusted correctly, and if a manufacturing defect is confirmed, the product and/or components will be replaced.
The warranty period begins from the date the product is delivered to our facilities for purchases with INCOTERM 2020 ExWorks (EXW / At Factory or Origin) or from the date of delivery at the customer’s premises for purchases with INCOTERM 2020 Delivered at Place (DAP / Delivered at Place).
Returns can only be processed in one of the following two cases:
- When the DIENES team sends or delivers a product of the incorrect size, despite the customer specifying the correct size when contacting the DIENES team and/or requesting a quote and/or placing a purchase order.
- When the DIENES team sends or delivers a product with the incorrect specification (material, profile, cutting angle, etc.), despite the customer specifying the correct information when contacting the DIENES team and/or requesting a quote and/or placing a purchase order.
NO returns are accepted for used products. To initiate a return, the DIENES team must be provided with written evidence either in the purchase order or in an email where the correct size or specification was provided to the DIENES team and was not sent by the DIENES team. In this case, the customer will be asked to send the incorrect product back with a shipping label generated by the DIENES team, and the product will be replaced with the correct size and/or specification. Returns will not be processed when customers provide the DIENES team with incorrect information.
