Fire Alarm Warranty & Support
We stand behind what we manufacture. For sales or installation-related inquiries, we'll connect you with the right specialist.
Support Overview
Hochiki Europe provides comprehensive support for all returns and warranty enquiries for direct customers. For purchases made through our distributor network, we recommend contacting your distributor directly for dedicated advice and process guidance.
Warranty
Find out more about our fire alarm warranty period and policy terms.
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The majority of our products come with a 36 month warranty.
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Batteries are excluded from the 36 month warranty.
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The period of 36 calendar months is from the date of manufacture and covers issues that arise solely from faulty material or workmanship.
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Hochiki Europe (UK) Limited will make good by repair or at the company’s discretion the supply of a replacement or credit, defects which, under proper storage and use, appear in the product within a period of 36 calendar months from the date of manufacture and arise solely from faulty material or workmanship.
The warranty given in this statement is subject to the following provisos:
- The purchaser shall have followed all instructions issued by Hochiki Europe (UK) Ltd in relation to the goods.
- In the case of defects which would have reasonably apparent to the purchaser on reasonable examination of the goods on delivery, shall have notified Hochiki Europe (UK) Ltd of the defects in writing within 14 working days of the delivery of the goods.
- In the case of any other defect, the Purchaser shall have notified Hochiki Europe (UK) Ltd of the defect in writing within 7 working days of the date of which the effect becomes apparent.
- The purchaser shall have followed all instructions issued by Hochiki Europe (UK) Ltd in relation to the goods.
Returns and Replacements Process
Our returns and replacement process is very simple. With the support of our team, we can guide you through the steps you need to take, from initial contact to final resolution.
Step 1
Find your tracking number and have all your order information ready.
Step 2
Email or call the Quality department.
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quality@hochikieurope.com
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+44 (0)1634 266530
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+44(0)1634 266523
Step 3
With the returns number we have given you, box the goods and send them back to us.
Step 4
We will not accept stock that is unwanted, unused and cleansed back for credit unless a prior agreement with your Regional Sales Manager. Products must be less than 3 moths old and unopened.
*If you are returning an item for warranty investigation, we will be happy to send you a replacement item immediately. You will be invoiced for this replacement, but should the item fail our investigation, you will be credited for that item. Items that are found to be ‘no fault found’ will not be credited.
Support Request
Use our dedicated form to get in touch about support with warranty and returns.
Get in touch
FAQs
Our comprehensive FAQ section provides guidance on the most common enquiries and solutions to typical problems.
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If you have any queries regarding your order, please contact customer services on +44 (0) 1634 266 558.
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We acknowledge that there may be times when you need to return items. To learn more about our returns process please download our Returns Process Guide.
As noted on the returns process document, it is imperative to obtain a return tracking number before you return your item. Please also note that it is our policy not to accept stock cleansed, unwanted or unused products back for credit unless a prior agreement exists with your Regional Sales Manager.
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If you would like to order directly from Hochiki you will need to open an account. The process will involve a credit check and may take a few days. However, if your requirement is urgent (or a one-off requirement) we have a number of distributors who may have items in stock or could place an order for you. To discuss opening an account with us or to find where your closest distributor is, please call us on +44 (0)1634 266 570.
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Our technical support team can be contacted by phone on +44 (0) 1634 260133 Option 2 or emailed at psupport@hochikieurope.com