Missing, Damaged or Wrong Parts

If something arrived broken, arrived wrong, or did not arrive in the box at all, this is the page for you. This is not a return. You are not sending anything back, and there is no fee.

The short version

  1. Tell us, with photos. Text or email pictures of the problem — the item, the part, the packaging.
  2. We send the fix free. The missing part, the correct item, or a replacement, shipped expedited at no cost to you.
  3. You keep what you have. No return label, no repacking, no trip to a carrier. If we ever do need an item back, we send a prepaid label first.
  4. We handle the carrier. If it was damaged in shipping, we file the claim — you do not.

When to report

  • Box arrived damaged: tell us within 48 hours of delivery, with photos of the damage and of the packaging. Carrier claims have short deadlines, and reporting fast is what lets us file for you.
  • Missing or wrong parts: tell us as soon as you find the problem. Check your order when it arrives — for anything you will install, lay everything out well before installation day.

How to report — pictures are worth a thousand words

Text or email us photos of any missing, damaged or questionable items. Phone is the least effective way to report a parts issue: without photos we too often misunderstand and send the wrong help. Photos also become the record that authorises your replacement.

Include your order number, or the email address or phone number you ordered with. Bought on Amazon? Send your Amazon order number — 17 digits, in the form 123-4567890-1234567. A number that is shorter, or a different shape, will not find your order.

Sometimes what looks like a missing or wrong part is an installation or assembly question. We are happy to send picture and video resources that clear it up.

What we cover, and until when

We replace, free of charge, anything missing, damaged in transit, or wrong due to our error or a manufacturing defect — and we keep sending what you need until your order is complete and right.

What we do not cover: damage from misuse or improper installation, installer labour or “lost time” charges, and installation help specific to your site. That last one is a licensed professional's role; we provide educational guides instead.

Ozonenator — specifics, and a safety note

  • If your unit arrived damaged — especially if the housing is cracked — disconnect it from power and do not operate it. A damaged ozone generation plate can produce unpredictable ozone output. Send us photos and the serial number instead.
  • Received a different model than you ordered? Do not run it, not even to test it. Different models have different ozone output ratings, and the room-size and exposure guidance you followed was for the model you bought. Photograph the spec plate on the back — model number and mg/hr rating — and send it to us. We will ship the correct unit free.
  • This page covers arrival problems: transit damage, wrong item, missing parts. “All sales are final” applies to an order you received correctly. A unit crushed by the carrier, or a wrong model, is our problem and is replaced free without an RMA. A unit that develops a defect later is handled under the Warranty.

Contact

Email us at [email protected].