This article outlines the information required to submit and process a warranty replacement request. Providing the details below helps our Support team quickly verify warranty eligibility, understand the issue, and avoid delays. Please review each item carefully and ensure all required information is included before submitting your request.
What We Need From You
To process your warranty replacement, please be ready to provide the following:
- Device serial number or MAC address
- Company and site name where the device is installed
- Purchase Order number
(Only required if the controller has not been activated) - A brief description of the issue
Shipping & Contact Information
We also need complete shipping and contact details to ensure your replacement is delivered correctly and without delays:
- Shipping contact’s first and last name
- Employer or company name
(Helps us confirm the delivery location and receiving party) - Full shipping address
(Please indicate whether the address is residential or commercial) - Email address and phone number for delivery or follow‑up questions
Note: Replacement devices cannot be shipped to PO Boxes.
Providing complete and accurate information upfront helps us process your request as quickly as possible.
What Happens Next
Once you contact Support:
- We review your request
- We confirm diagnostic troubleshooting & warranty eligibility
- Approved replacements are processed and shipped (If additional details are needed, we’ll reach out to you.)
- You must return the damaged/defective part to HydroPoint within 30 days of receiving replacement (return label provided - some exclusions apply)
Providing complete and accurate information upfront helps ensure the fastest possible processing.
Contact Support
Email: support@hydropoint.com
Phone: 800‑362‑8774
Support Hours
Monday–Friday: 3:00 AM – 6:00 PM PT
Saturday: 9:00 AM – 2:00 PM PT
(Excludes holidays)
For full details on our warranty coverage, terms, and conditions, please visit: https://www.hydropoint.com/legal/warranty/