At CSW, we take pride in the quality of our machines and workmanship. As such, we offer a warranty as well as support for our products.
Customer support is available via a submission ticket link on our website. During business hours (i.e., 9 am to 5 pm mountain time, Monday through Friday, excluding holidays), we strive to respond to requests for support within 24 hours of receiving a request. We will prioritize customer support for issues that fall within our warranty (see below), followed by general questions. In some cases, more extensive support is desired, for which we offer the opportunity to negotiate a consulting arrangement.
WARRANTY
The warranty begins when the product is delivered and/or the bill of lading is signed.
Damage in transit must be reported to CSW within 5 business days of receipt of the items, but ideally within 12 hours so that we may resolve the issue quickly, and manage damage claims with the shipper. We do not accept returns for shredders, extruders, sheet presses, or injection molding machines, but full cost of replacement or repair is covered if CSW deems it appropriate, and if reported within the 5-day window. This 5-day coverage applies only to damage that affects the function of the equipment; it does not include cosmetic damage. CSW’s liability shall not exceed the fees that the Customer has paid to CSW.
Manufacturing defects are infrequent. Still, manufacturing defects that affect the operation of the machine are covered for 30 days. This coverage does not include a desire for upgrades or expansion of the function of the machine, nor does it cover damage from improper operation of the machine, or user error.
CSW also offers a 1-year technical assistance warranty. We will undertake all reasonable efforts to provide technical assistance and suggest solutions to problems that may arise with the equipment, including issues arising from wear-and-tear. This long-term support does not include replacement of machines or parts of machines at the expense of CSW. CSW does not guarantee that the problem(s) will be solved or that any item will be error-free.
CSW may, from time to time, discontinue or update products, and therefore may stop supporting previous versions within 1 year.
CSW is not liable for incidental, special or consequential damages for any reason (including loss of data or other business or property damage, or personal injury), even if subsequently deemed foreseeable, or if a Customer has advised of such a claim.