Zep Warranty Coverage
Warranty Duration:
- Zep's limited manufacturer's warranty against manufacturing defects and material flaws.
- The warranty takes effect from the original purchase date.
- Zep guarantees that its products conform to published specifications at the time of manufacture.
Warranty Type:
- Limited warranty covering manufacturing defects under normal use conditions.
- Zep ensures its products are free from material defects upon delivery.
What is Covered
The Zep and Polar Industrial Equipment limited warranty covers:
Manufacturing defects
Any issue resulting from errors in the manufacturing process, including improperly saturated wipes, incorrect formulations, or defective containers upon receipt. If you receive a product with a broken security seal or obvious signs of manufacturing defects, we will replace it free of charge.
Material defects
Problems related to the quality of the wipes themselves, such as abnormal tearing during normal use, inadequate texture, or a formulation that does not meet product specifications. This also includes buckets that do not close properly due to a molding defect.
Non-conformity to specifications
If the wipes do not exhibit the promised characteristics, such as a lack of appropriate cleaning agents, a different odor than advertised, or significantly lower cleaning efficacy than Zep standards. Claims must be documented with comparative examples.
What Zep and Polar Industrial Equipment will do:
In the event of a covered defect, Zep or Polar Industrial Equipment will, at its discretion, replace the defective product with an equivalent new product or refund the purchase price. Shipping costs for returning the defective product may be reimbursed upon presentation of proof of purchase and validation of the claim.
Warranty Exclusions
The warranty does NOT cover:
Normal wear and tear
The gradual drying out of wipes due to normal use over several weeks or months, the natural reduction in cleaning effectiveness after prolonged opening of the bucket, or the decrease in cherry scent over time. These phenomena are part of the product's normal life cycle.
Damage caused by improper storage
Wipes dried out due to an open lid, damage caused by exposure to extreme temperatures, freezing, excessive humidity, or direct sunlight. Cracked or deformed buckets resulting from excessive stacking or crushing are not covered.
Misuse of the product
Using the wipes for purposes other than hand cleaning, such as cleaning large-scale industrial surfaces, delicate fabrics, or electronic equipment. Skin reactions resulting from use on already damaged skin or prolonged exposure contrary to instructions.
User contamination
Buckets contaminated by the introduction of foreign substances, water, or industrial debris. Wipes soiled by improper handling or contact with incompatible chemicals are not eligible for replacement.
Modification or alteration of the product
Any product whose packaging or contents have been modified, repackaged, or transferred to another container. Mixing with other cleaning products or attempts to reconstitute dried wipes void the warranty.
Damage during transport after delivery
Damage occurring after the product has been delivered and signed for by the customer, including drops, crushing, or exposure to adverse environmental conditions during secondary transport to other sites.
Claim Procedure
How to make a claim in 4 steps:
Step 1: Documentation
Keep your original proof of purchase (invoice or receipt) stating the purchase date, SKU number, and quantity. Take clear photos of the defective product showing the specific problem and the batch number visible on the bucket. Document the conditions under which the defect occurred.
Step 2: Contact
First, contact the appropriate department based on the nature of your claim:
Polar Industrial Equipment Customer Service (30-day returns and delivery issues):
- Phone: 1-800-567-3206
- Email: info@equipementpolar.com
- Address: 3425 Wilfrid-Hamel Boulevard, Quebec City, QC
- Hours: Monday to Friday, 8:00 AM to 5:00 PM (Eastern Time)
Zep Canada Service (manufacturer's warranty and manufacturing defects):
Visit the Zep website at zep.com to access the warranty claim form or find Canadian customer service contact information in the support section.
Step 3: Evaluation and Return Authorization
A representative will review your claim and the photographic evidence provided. If the claim is deemed valid, you will receive a Return Merchandise Authorization number and detailed shipping instructions. For returns under Polar Industrial Equipment's 30-day warranty, you will receive a prepaid return label if the defect is confirmed.
Step 4: Processing
Carefully package the defective product in its original packaging if possible. Clearly indicate the Return Authorization number on the package. Once the return is received and inspected, the replacement will be shipped within 5 to 7 business days or the refund will be issued to the original payment method within 10 to 15 business days.
