Stulz CeilAir CW - Obtaining Warranty Parts; Parts

80 OCH0006F08/13/2024
CEILAIR
®
CW & DX IOM
5.3 OBTAINING WARRANTY PARTS
5.3 Obtaining Warranty Parts
Warranty inquiries are to be made through the Technical Support Department at (888) 5291266 Monday
through Friday from 8:00 a.m. to 5:00 p.m. EDT. A support technician will provide troubleshooting assistance
over the telephone. If they determine that the parts may be defective, a replacement part will be sent via UPS
ground. If the customer requests that warranty part(s) be sent by any other method than UPS ground, the
customer is responsible for the shipping charges. If you do not have established credit with STULZ you must
provide a freight carrier account number.
A written or faxed purchase order is required for warranty parts and must be received prior to 2:00 p.m. EDT
to ship next day air. The purchase order must contain the following items:
• Purchase Order Number
• Date of Order
• STULZ Stated Part Price
• Customer's Billing Address
• Shipping Address
• Customer’s Telephone and Fax Numbers
• Contact Name
• Unit Model Number and Serial Number
The customer is responsible for the shipping cost incurred for returning the defective part(s) back to STULZ.
Return of defective part(s) must be within 30 days at which time an evaluation of the part(s) is conducted and
if the part is found to have a manufacturing defect a credit will be issued.
When returning defective part(s), complete the Return Material Authorization Form and the address label
provided with the replacement part.
5.4 Obtaining Spare/Replacement Parts
Spare and replacement parts requests are to be made through Product Support by fax (301) 6202606,
telephone (888) 5291266, or email (parts@stulz-ats.com). Quotes are given for specified listed parts for
specific units.
STULZ accepts Visa and MasterCard. STULZ may extend credit to its customers; a credit application must be
prepared and approved. This process could take one week.
A 25% minimum restocking charge will be applied on returned stocked parts that were sold as spare/
replacement parts. If the returned part is not a stocked item, a 50% restocking charge may be applied.
Additionally, a Return Material Authorization Number is required when returning parts. To receive credit for
returned spare/replacement parts, the parts must be returned to STULZ within 30 days of the purchase date.
Spare part sales over 30 days old will be considered final and the parts will remain the sole property of the
ordering party.