Our Service

Warranty Return and Repairs

• Freight charges to Welch are prepaid by the Customer
• Welch pays for return freight charges

Return Process

• Our streamlined process ensures that your pump is repaired and returned as quickly as possible. Key elements of our service include the following:
• A Return Authorization (RA) number is required for all repairs
• Personnel safety is a top priority throughout the return and repair process
• Our facility is licensed and regulated by the Environmental Protection Agency (EPA) for responsible handling and disposal of hazardous waste
• Decontaminate, pack and ship pump
• Evaluation and preparation upon arrival of pump
• Expert repairs and performance testing
• Pump shipped back and ready for use

• Phone: 847-676-8800
• Business hours: 8:00 A.M. to 4:00 P.M.

Before You Ship

Please follow the guidelines below to ensure a safe and expedient repair process.

A. Decontaminate the Pump

Contamination Reduction Procedure for Direct and Belt-Driven Pumps

1. Flush pump three times: Drain pump completely. Refill with fresh vacuum oil. Operate pump blanked off for at least 15 minutes. Repeat all steps two more times. Drain completely. Oil should come out clean, otherwise repeat until clean
2. Clean exterior surfaces: Remove drippings, deposits, etc. from pump surfaces using a suitable cleaning procedure.

Contamination Reduction Procedure for Dry (Oil-Free) Pumps

1. Purge interior surfaces: If pump is operable, open pump inlet to atmosphere and run for 15 minutes to eliminate condensed substances from contact surfaces. Vent to hood as necessary.
2. Clean exterior surfaces: Remove drippings, deposits, etc. from pump surfaces using a suitable cleaning procedure.

B. Pack the Pump

1. Box selection: Select a strong box that is large enough to accommodate the pump with at least 3 inches to spare on every side. This may be packed into a second box for added protection during shipment.
2. Stabilize the pump in the box: The pump should not be able to shift during transport. Heavier pumps may be bolted to a piece of wood or a pallet for additional stability.
3. Protect the pump from damage: Wedge large pieces of foam packing material on all sides and the top of the pump to prevent it from shifting during shipping. For smaller pumps (<25 lbs.), bubble-type packing materials will be sufficient provided the pump is held steady in an appropriately-sized box. NEVER use foam “peanuts” to pack a pump.

C. Label the Box

1. Mark the box with “This Side Up” and “Fragile”.

1. Welch will e-mail you a Shipping Label with the RA number and ship-to address. Complete the Shipping Label by filling in your return address.
2. Affix the Shipping Label to the box, making certain that the RA number is clearly visible. This will ensure that the shipment is accepted, and expedite repairs.

Warranty on New Pumps, Systems, Accessories and Parts

Gardner Denver Thomas, Inc., Welch Vacuum Technology products are warranted to be free from defects in material and workmanship. Under this warranty, the liability of Gardner Denver Thomas, Inc., Welch Vacuum Technology is limited to servicing, adjusting, repairing, or replacing any unit or component part which in the judgment of Gardner Denver Thomas, Inc., Welch Vacuum Technology has not been misused, abused, or altered in any way, or damaged by ingestion of foreign material causing impaired performance or rendering it inoperative. Foreign materials include solids, liquids other than pump oil, corrosive gases, and water or solvent vapor. No other warranties are expressed or implied.

The method of executing this warranty (servicing, adjusting, repairing, or replacing), shall be at the discretion of Gardner Denver Thomas, Inc., Welch Vacuum Technology. Under this warranty, vacuum pumps that have been operated within a vacuum system, or other system, for any period, however short, will be repaired rather than replaced.

The warranty is effective for one year from the date of original purchase, on condition that:

• The warranty card has been completed and returned.
• The product is returned to the factory or other designated service center, and the freight is prepaid.
• In our judgment, the product is defective through no action or fault of the user.

If the product has become defective through misuse, abuse, alteration, or ingestion of foreign material, repairs will be charged regardless of the age of the product. In this event, an estimate of the repair costs will be submitted and authorization of these charges will be required before the product is repaired and returned.

Warranty Repairs

• All returns for warranty evaluation must have a Return Authorization (RA) number, which is obtained using the online form.
• Warranty repairs are approved only upon inspection.
• Products damaged during shipping are not subject to warranty provisions. In the event of shipping damage, the Customer should file a claim with the shipping company.
• Freight charges to Welch are prepaid by the Customer.
• Welch pays for return freight charges.

Non-Warranty (Paid) Repairs

• All paid repairs are covered by a 90-day warranty.

• A cost estimate is provided to the Customer upon inspection. The Customer must authorize payment based on the estimate prior to repairs.
• Customer pays for freight charges to and from Welch.
• Freight charges to Welch must be prepaid.
• A fee of $120 is charged for equipment that is inspected but not repaired at the Customer’s discretion.