LITH-TECH WARRANTY
All of our wheelchairs come with a 1-Year Warranty from the date of purchase. This covers the frame, motors, joystick, controller unit and the wheelchairs batteries. Any wear and tear items (e.g. wheels and forks, armrests, mudguards, any cushioning), water damage, crashes or any other misuse will not be covered.
All of our products are individually tested when they arrive to us and again before we ship that item to you. However, should you have any problems we are here to help.
If you have an issue (either within the warranty period or outside of it) please contact us by telephone. We will do our best to diagnose or fix the fault or issue directly over the phone.
Below are our in and out of warranty procedures.
WARRANTY CLAIMS
IN WARRANTY PROCEDURE 2024
This is a contract between LITH-TECH LTD and the LITH-TECH customer outlining the process of getting the customer back in their wheelchair as quickly as possible due to an issue that occurred whilst the wheelchair was under warranty.
From time to time, it will be obvious to us that the fault was due to misuse or neglect.
(Example – Pulling your lead out of the joystick by mistake causing a faulty joystick) another example (if no maintenance has been carried out to the chair over time causing the any specific part to weaken, get a stress fracture and eventually the part cracking/snapping)
If this is found to be the case, then the fault will have to be financially rectified by the customer and not LITH-TECH – this is common practise and how ALL Wheelchair warranties work. As a business we sadly can’t pay for your mistakes accidental or not.
At LITH-TECH our main aim is to get you back in your wheelchair as quickly as possible and over 8 years of operating this has deemed the quickest and most efficient way.
Once you have read this form, please email us back agreeing that you would like the work to be carried out straight away.
These are the steps that LITH-TECH will take – in this order.
1) We will ask you to send us an email agreeing to our warranty’s procedure form and in that same email……
2) We will ask you to send us a video of the fault, with a description of: A) how it happened? B) What you are experiencing with the fault.
3) Once We have received your email of agreement and the video with brief description of the issue, we will call you and run through all the checks that can be carried out straight over the phone that (could) solve your issue straight away. 50% of the time when customers call, we have them back up and running again through this method.
4) If you have an issue which doesn’t obviously sound like it could be the motors, we will then send you via royal mail priority next day. 1 x joystick, 1 x controller unit and 1 x controller unit lead. (When you get these items, DO NOT REPLACE THEM ALL) we have noted down their serial numbers (Instead call us and we will talk you through what order we want you to test them in)
90% of the time, if a chair throws up a fault code it will be one of these three items.
5) If it is not one of these three items, we will then either – if you are within a 1 hour and 30 minute drive (excluding London) we will come to you directly to resolve the issue bringing spare motors and all the parts needed to fix you on the spot. If you are over 1.5 hour drive then we will send you a box and have the chair collected, brought back to us and then we will send the chair straight back out to you fixed. This procedure takes 4 days in total, which as resolution is very fast (especially in this industry)
OUT OF WARRANTY PROCEDURE 2024
This is a contract between LITH-TECH LTD and the LITH-TECH customer outlining the process of getting the customer back in their wheelchair as quickly as possible due to an issue that occurred whilst the wheelchair was outside of the warranty period.
There are two types of out of warranty claim, it will be obvious to us if the fault was due to misuse or neglect or if it is something that’s just annoyingly happened because electrical goods are complex and sadly sometimes can go wrong.
(Example – Pulling your lead out of the joystick by mistake causing a faulty joystick) another example (if no maintenance has been carried out to the chair over time causing the any specific part to weaken, get a stress fracture and eventually the part cracking/snapping)
Whatever the type of issue LITH-TECH’s main aim is to get you back in your wheelchair as quickly and inexpensively as possible and over 8 years of operating this has deemed the quickest, cheapest and most efficient way possible.
Once you have read this form, please email us back agreeing that you would like the work to be carried out straight away.
These are the steps that LITH-TECH will take – in this order.
1) We will ask you to send us an email agreeing to our out of warranty’s procedure form and in that same email……
2) We will ask you to send us a video of the fault, with a description of: A) how it happened? B) What you are experiencing with the fault.
3) Once We have received your email of agreement and the video with brief description of the issue, we will call you and run through all the checks that can be carried out straight over the phone that (could) solve your issue straight away. 50% of the time when customers call, we have them back up and running again through this method.
4) If you have an issue which doesn’t obviously sound like it could be the motors, we will then ask you if you are comfortable paying for upfront –
1 x joystick, 1 x controller unit and 1 x controller unit lead.
When you get these items, DO NOT REPLACE THEM ALL)
5) (Instead call us and we will talk you through what order we want you to test them in)
90% of the time, if a chair throws up a fault code it will be one of these three items.
6) If it is one of the three above items solve you issue, we will have the other two collected and refund you.
7) If it is not one of these three items above, then your options are: –
• If you are willing to bring your wheelchair to our head office in Farnham, Surrey. We will fix your wheelchair at a flat fee of £30.
• If you are within a 1 hour and 30 minute drive (excluding London) we will come to you directly to resolve the issue bringing all spares parts needed to fix your wheelchair on the spot. This call out fee will cost £80, this includes (all labour and a mini service) the cost of the replaced part/parts will be charged.
• If you are over a 1.5 hour drive then we will send you a box and have the chair collected, brought back to us at our head office in Farnham and then we will send the chair straight back out to you once it is fixed and paid for. (ALL BY TNT EXPRESS)
This procedure takes 4 days in total, which as resolution is very fast in this industry.
And the total costs will be £175 plus parts.
• You can take your chair to your local mobility shop. They can run all necessary tests and do their best to work out what you will need.
LITH-TECH will then deal with that mobility shop directly for any spare parts they will need.
We are happy to do this, however the problem with this method is they will not carry the parts you will need on site so they will just be guessing what the issue is.
Then they will charge you labour for their services, put a mark-up on our parts and finally may not even know how to even rectify the fault at all.
From experience of dealing with Mobility Shops this method could become very costly, and you could be without your chair for a long time.
