Zep Guaranteed Cover
Warranty period:
- Zep manufacturer's limited warranty against defects in workmanship and materials.
- The warranty takes effect from the original purchase date.
- Zep guarantees that its products conform to the specifications published at the time of manufacture.
Warranty type:
- Limited warranty covering manufacturing defects under normal conditions of use.
- Zep guarantees that its products will be free from material defects upon delivery.
What Is Covered
The Zep and Polar Industrial Equipment limited warranty covers:
Manufacturing defects
Any problem resulting from errors in the manufacturing process, including improperly impregnated wipes, incorrect formulations, or defective containers upon receipt, will be covered. If you receive a product with a broken safety seal or that shows obvious signs of defective manufacturing, 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, an unsuitable 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-compliance with specifications
If the wipes do not meet the promised characteristics, such as the absence of appropriate cleaning agents, a different scent than advertised, or cleaning effectiveness significantly lower 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 a new equivalent product or refund the purchase price. Shipping costs for returning the defective product may be reimbursed upon presentation of proof of purchase and after validation of the claim.
Warranty Exclusions
The warranty does NOT cover:
Normal wear and tear of the product
The gradual drying out of the wipes after normal use over several weeks or months, the natural reduction in cleaning effectiveness after prolonged opening of the bucket, or the fading of the cherry scent over time are all part of the product's normal life cycle.
Damage caused by improper storage
Wipes that have dried out due to an open lid, damage caused by exposure to extreme temperatures, freezing, excessive humidity, or direct sunlight are not covered. Buckets that are cracked or deformed due to excessive stacking or crushing are not covered.
Product misuse
The use of wipes for purposes other than hand cleaning, such as large-scale industrial surface cleaning, 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 are not eligible for replacement. Wipes soiled by improper handling or contact with incompatible chemicals are also not eligible.
Modification or alteration of the product
Any product whose packaging or contents have been altered, repackaged, or transferred to another container will void the warranty. Mixing with other cleaning products or attempting to reconstitute dried-out wipes will also 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.
Complaint Procedure
How to file a claim in 4 steps:
Step 1: Documentation
Keep your original proof of purchase (invoice or receipt) showing the purchase date, SKU number, and quantity. Take clear photos of the defective product showing the specific problem and the lot number visible on the bucket. Document the conditions under which the defect occurred.
Step 2: Contact
First, contact the appropriate department depending on the nature of your complaint:
Polar Industrial Equipment Customer Service (30-day returns and delivery issues):
- Telephone: 1-800-567-3206
- E-mail: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 Zep's website at the addresswww.zep.comto access the warranty claim form or view the contact details for Canadian customer service in the support section.
Step 3: Assessment 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 (RMA) number and detailed shipping instructions. For returns under Polar Industrial Equipment's 30-day warranty, you will receive a prepaid return shipping label if the defect is confirmed.
Step 4: Processing
Carefully pack the defective product in its original packaging if possible. Clearly write 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 a refund will be issued to the original payment method within 10 to 15 business days.
