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 will tell you exactly how to send it and arrange the shipping ourselves.
  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 as soon as you can, and ideally within 48 hours of delivery, with photos of the damage and of the packaging. That window is what lets us file the carrier claim for you — carrier claims have short deadlines. It is not a cut-off for our help: tell us late and we will still put it right.
  • 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.

Before you report something missing, check the packaging once more. Small hardware often ships in a separate bag inside the box — taped under the base, tucked into foam, or inside another component. It is the single most common thing we are told is missing.

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.

If you would rather not have a replacement at all, say so — we will refund the affected item instead. You are not obliged to accept another one of something that arrived wrong.

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.

BioShieldUV — specifics

  • Received a different UV-C model than you ordered? Do not install it or power it on. UV-C units differ in wattage and in the room and duct sizes they are rated for, and the safety guidance you followed was for the model you bought. Photograph the label on the unit and send it to us; we will ship the correct one free.
  • These are the same terms as the “Damaged, Defective, Missing Parts, or Wrong Item on Arrival” section of our Refund Policy. Replacements ship expedited and free, you keep the original, and we file any carrier claim. Additional compensation may be offered case by case after review.
  • A UV bulb that arrives dead is covered by our 14-day DOA replacement policy — replacement only, never a refund. The Refund Policy's terms control for bulbs.

Contact

Email us at [email protected].