Aqua Ultraviolet UV and Ultima Support
Dear Valued Partners,
We’d like to take a moment to address several key areas within our Dealer/Distributor relationships that we believe will help us collectively improve the level of support we provide to our end users—particularly in matters related to warranty, shipping, drop shipments, claims, general inquiries, and more.
Over time, we’ve found that a lack of complete or accurate information at the initial point of contact—whether by phone or email—can significantly delay our ability to assist customers efficiently and effectively. We understand the importance of prompt service and are fully committed to improving the overall Customer Service Experience.
At Aqua Ultraviolet, we are continuously working to raise the standard of support, especially when it comes to resolving inquiries in a timely and fair manner. In support of that mission, we respectfully ask that the following protocols be followed to ensure consistency and fairness for all parties—our resellers, our end users, and our internal teams.
🔧 WARRANTY SUPPORT
End users should always be directed to the appropriate support page on our website, where they can submit their information directly. This allows us to gather all necessary details upfront, reducing delays and unnecessary back-and-forth:
Sterilizer Support: https://aquaultraviolet.com/pages/sterilizer-support
Ultima Support: https://aquaultraviolet.com/pages/ultima-support
Our warranty terms are outlined in our manuals. Here is an example for reference:
Ultima II Instruction Manual
IMPORTANT NOTICE:
We are currently in the process of updating our warranty policy. This revised version is being reviewed by our legal team and is expected to be published on our website by the end of July—or sooner. The updated warranty will include enhanced details regarding Authorized Dealers, MAP (Minimum Advertised Price) violations, and proper product usage.
We will connect back within 1-2 business days of the customer submitting all the required information.
📌KEY WARRANTY REMINDERS:
Warranty Period:
Complete units are covered for one year from the date of purchase or 18 months from the manufacturing date, whichever comes first.
Shelf Stock Advisory:
If you are not rotating stock and are selling units beyond the 18-month manufacturing window, we recommend inspecting the product prior to sale. For sterilizer units, we advise replacing the lamp before selling to the customer. Any damaged or missing parts in units sold to end users outside of the 18months is replaceable by the Selling Party not Aqua Ultraviolet.
Out-of-Warranty Units:
Any units sold outside of the 18-month window will be considered outside of warranty and the end user will be referred back to the original reseller for resolution.
Credit Policy:
Please note that we do not issue credits in lieu of warranty. All warranty claims must follow the outlined support process to ensure eligibility.
Warranty Claim Submission Timeline:
Claims must be submitted within 30 days of discovering the defect or issue.
📦 SHIPPING CLAIMS
To report a shipping issue, please email [email protected] with the following details depending on the type of shipment:
Truck Shipments (Freight)
Visible Damage (noted on BOL at time of delivery): Report within 5 business days of delivery.
Concealed Damage: Report within 7 calendar days of delivery.
Required Documentation:
Copy of the Bill of Lading (BOL) with damages noted and signed by the driver
Photos of the damaged items
Copy of the Packing Slip with the damaged items highlighted (include serial numbers if applicable)
Retain all damaged packaging and goods
Important: Always accept the shipment and notate damages on the BOL. Do not reject the delivery.
UPS Shipments (Parcel)
Report any damages or shortages within 5 business days of receipt.
Required Documentation:
Packing Slip Number
Photos of the damaged packaging and product
Missing Product (All Shipments)
Report within 5 business days of receipt.
Required Documentation:
Packing Slip Number
Photo of the shipment received
For truck shipments, highlight the missing product on the packing slip and include serial numbers where applicable
Important: Always accept the shipment and notate damages on the BOL. Do not reject the delivery.
UPS SHIPMENTS – Damaged Product
Report within 5 business days of receipt.
Please provide:
Packing Slip Number
Photos of the damaged packaging and product
MISSING PRODUCT (All Shipments)
Report within 5 business days of receipt.
Please provide:
Packing Slip Number
Photo of the shipment received
If a truck shipment, highlight the missing product on the packing slip and include serial numbers where applicable
IMPORTANT NOTES
Claims submitted after the specified timelines may not be eligible for processing unless extenuating circumstances exist.
Retain all damaged goods and packaging until claim resolution is complete.
Timely reporting allows us to validate the claim and ensure proper processing without delays.
📢 NEW CUSTOMER SERVICE EMAIL – Effective June 9, 2025
To better streamline communication and improve our response times, Aqua Ultraviolet will transition to a single, centralized Customer Service email address for all future Sales and Support inquiries.
Effective Monday, June 9, 2025, please direct all Sales & Support communications to:
This new email will replace the following individual addresses:
We truly value your feedback and are committed to taking meaningful steps each day to enhance our service model and streamline communication across all channels.
Thank you for your continued partnership and support as we work together to uphold the highest standards in service and product support.
Kind regards,
Katherine Miller