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The product is not working properly: what can I do?

If the product received is not working properly, you have two possible options: a return request if it is a manufacturing defect or a non-compliant product, or a warranty case if the malfunction falls within the manufacturer's warranty conditions.

How to understand which path to follow:

  • Manufacturing defect or non-compliant product (the problem is evident immediately or as soon as you receive the product): you can request a return from the "My orders" section or by filling in the return request form. We recommend attaching photos or documentation describing the problem to speed up the evaluation. To find out more, read How can I request a return on fluid-hub?
  • Malfunction during use (the product started malfunctioning after a certain period): if the problem falls within the manufacturer's warranty conditions, you can open a warranty request by contacting the manufacturer directly. To find out more, read How can I open a warranty request?

Note: If you have a company account, the return request can only be submitted by the user who placed the order, from their "My orders" section. The warranty case, on the other hand, can be handled by anyone, because it is dealt with directly with the manufacturer.

If you are not sure which path to follow, contact our support team:

  • Email: info@fluid-hub.com
  • Chat: available on the website via the icon at the bottom right
  • Form: on the Contact page
  • Support hours: Monday to Friday, from 8:30 AM to 12:30 PM and from 1:30 PM to 5:30 PM

If the problem is that the order is wrong or damaged, read What can I do if my order is wrong or if the shipment arrives damaged? To find out the duration of the warranty on fluid-hub products, read How long does the product warranty last? If, on the other hand, the product is not compatible with your plant, read The product is not compatible with my plant: can I replace it?