Received a Damaged Device? Here’s What to Do
April 15, 2024 2024-04-15 9:06Received a Damaged Device? Here’s What to Do
Received a Damaged Device? Here's What to Do
If your hydrogen inhalation device arrives with signs of damage, it is crucial to assess and address these issues promptly to ensure your device functions properly. Follow these steps carefully
1. Inspect the Outer Box
Compare with Pre-Shipment Video: Upon receipt, examine the outer box for any damage. Compare its condition to the pre-shipment video shared with you. This video serves as a reference to identify any discrepancies caused during shipping.
2. Unpack and Examine the Device
Check for Deformities: If the outer box appears intact, proceed to unpack the device. Carefully inspect the equipment for any deformities or discrepancies from the video.
Document Any Discrepancies: Take photos or videos of any damage or unusual aspects for documentation, which will be useful for any claims.
3. Perform a Water Leakage Test
Fill With Water: Fill the equipment with water to test for leaks. Ensure that the water used has either zero Total Dissolved Solids (TDS) or a maximum of less than 1 TDS to avoid any mineral damage internally.
Check for Leaks: After filling, observe if any water leaks from the device. Any leakage might indicate a seal issue or crack within the structure.
Document the Test: If you observe any leaks, take pictures or video evidence of the condition to support your claims.
4. Test the Control Board and Functions
Operate the Controls: Test all buttons and operations on the device’s control board, including sound, flow regulation, and switch operations.
Check Gas Flow: Turn on the machine and check if the flow of the gas is normal. Note that the pressure and flow of hydrogen (being much lighter than oxygen) will differ significantly from those of a 3-liter Oxygen concentrator and should not be directly compared.
Functional Test Documentation: Record a video of the control tests to ensure you have evidence if there are operational discrepancies.
5. Reporting Issues
Initial Report: If any issues arise during the above assessments, please contact Health and Hydrogen within 7 days from the date of receipt. Contact Details: Notify us about the defects by emailing info@healthandhydrogen.com or through the customer service section on our website. Ensure to include all relevant pictures and videos along with a detailed description of the issue. Late Notification: Any reports of damage or malfunction received after 7 days will be treated under maintenance terms and not as faults present on delivery.
Resolution Options
Minor Issues: For non-substantial problems, Health and Hydrogen may send spare parts along with guidance for replacing the faulty components. Be sure to provide visual evidence when reporting minor issues.
Replacement: If the device is critically damaged and irreparable from a simple parts swap, we will replace the entire equipment. We will cover the costs for picking up the damaged device and shipping a new one. Documentation of the damage will be required for processing the replacement.
Refund: A refund will be provided only after the damaged device has been picked up by the shipping company. Photographic or video evidence of the damage must be provided to initiate the refund process.
Conclusion
Your satisfaction and the functionality of your device are paramount. By following these steps, you can help ensure that any issues with your hydrogen inhalation device are addressed quickly and efficiently. If you encounter any problems, do not hesitate to reach out as per the guidelines. We are here to support and ensure you receive a fully functional device.
