After Sales

Warranty

  • Q

    How long is the warranty on my product?

    A

    Nuaire's product warrantees are generally five years from the date of delivery for parts with the first year also covering labour for site visits.

    Please however always check your order or product literature (such as your installation and maintenance manual) for your definitive warranty terms.

Returns

  • Q

    My delivery has arrived, however, I have received the wrong goods, how can I organise a replacement?

    A

    Firstly we are really sorry to hear that you have received the wrong goods, at Nuaire we take pride in ensuring we get it right for time and it always disappointing to hear when this is not the case.

    The first step to take is to contact our customer service team or the customer service representative listed on your order confirmation direct. By contacting the team they can establish the correct product for you and arrange for it to be sent to you as quickly as possible, along with arranging for the incorrect product to be returned to us.

     

    Residential Customer Service Team - 029 2085 8500

    Commercial Customer Service Team - 029 2085 8200

  • Q

    I have surplus stock, can I return unwanted items?

    A

    Nuaire are happy to accept any surplus goods that have been purchased within a 6 week timeframe and are in a re-saleable condition.  To arrange a return please contact our customer service team or the customer service representative listed on your order confirmation direct.

    Customer Service Team:

    Residential Customer Service Team - 029 2085 8500

    Commercial Customer Service Team - 029 2085 8200

    To help us establish when your goods were purchased and organise your return, using your Nuaire reference number usually found on your order confirmation or delivery note (Sometimes referred to as Arc number) will help.

    If your goods are in a resalable condition however were purchased outside of the 6 week timeframe, Nuaire may still consider accepting your return.  Please contact our customer service team to discuss your options.

    All returned items are required to be inspected and tested by our quality department to ensure they are in a re-saleable condition and meet our quality standards. Please note that should our quality department deem the product not to be re-saleable, unfortunately a credit note for the returned items may not be issued. Should this be the case, one of our customer service team members will contact you to discuss options

    For those items that are able to be returned to stock, please note a re-stocking fee may chargeable.  Our customer service team will advise you of this at the time of arranging your return.

    The re-stocking fee is to cover the costs incurred by Nuaire for both the collection and the quality testing/checks that Nuaire must undertake before re-stocking the products.

  • Q

    I have a faulty product that I wish to return, how can I go about organising this?

    A

    Firstly we are really sorry to hear that your product is faulty, at Nuaire we pride ourselves on the quality of our products and it is always disappointing to hear when this is not the case. Please be assured we will do everything we can to identify the fault and put a resolution in place as quickly as possible for you.

    Your first point of call is our Technical Support/After Sales Helpdesk. By contacting the team, they will assist you in establishing the faults on your product and organise a replacement part or new product depending on the fault. 

    To contact the team please call 029 2085 8400 or email your problem to technicalsupport@nuaire.co.uk.  To assist the team and resolve your problem quickly, it would be of great help when making contact; if you have the part number and or serial number to hand (these can be found on the label of the product).

    Please note that we may require you to return the faulty part or product for testing by our Quality Department, so please don’t through it away until you’ve spoken with our Technical Support Team and they have confirmed it is OK to.

Product Assistance

  • Q

    I need some help with my product, who I can contact?

    A

    Nuaire has a team of technical advisors on hand who can help with any technical query such as:

    ·         Installation or wiring queries

    ·         Product faults

    ·         Enquiries regarding spares

    ·         Assistance on site including arranging a service engineer to attend

    ·         General queries on how Nuaire products work.

    Our opening hours are 8.30am to 5.30pm Monday to Thursday and 8.30am to 5pm Friday (Excluding Bank Holidays).

    Nuaire’s Technical Support team are available on 029 2085 8400 or by emailing technicalsupport@nuaire.co.uk

  • Q

    I have a Nuaire product however I am unsure what type of product it is and require some help, what can I do?

    A

    When manufactured every product is given a serial number that is positioned on the product in the form of a rating plate. The rating plate carries the product code and the serial number.

    Providing this information to our After Sales/Technical Team, will enable them to correctly diagnose any problems and provide guidance on available spares, repairs and replacement products.

    The serial number will allow us to establish the date your product was manufactured, product information including performance details, version of software material used and other important information that can help us resolve your query quickly and effectively.

    If for any reason it is difficult for you to obtain this information, it’s no problem we will work with you to establish which product you have.  An additional step that may help will be to send through a photograph of the model you have.

    Our After Sales / Technical team can be contacted on 029 2085 8400 or by emailing technicalsupport@nuaire.co.uk .