DeZURIK is a leading manufacturer of high-quality valves and flow control solutions for water, wastewater, power, pulp and paper, mining, and other industrial applications. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and business profitability.
Introduction
As a DeZURIK distributor, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. Understanding the proper procedures ensures smooth processing and timely resolution of all claims and returns while strengthening your partnership with DeZURIK and maintaining your reputation in the PVF (Pipe, Valve, and Fitting) industry.
Types of Returns/Claims Available
Limited Warranty Claims
DeZURIK provides warranty coverage for their valve products, including:
- Butterfly valves
- Plug valves
- Knife gate valves
- AWWA valves
- V-port ball valves
- Control valves and actuators
- Valve automation systems
Defective Product Returns
For products exhibiting manufacturing defects or failing to meet performance standards, DeZURIK maintains a structured return process for evaluation, repair, or replacement.
Application Verification Returns
DeZURIK evaluates application verification returns when a product was properly specified but does not perform as expected in the specific installation environment or process conditions.
Damaged Goods Claims
When products arrive damaged from shipping or handling, distributors can file freight damage claims, which require specific documentation and prompt reporting within the carrier's timeframe.
Incorrectly Shipped Product Returns
DeZURIK accepts returns for products that were shipped incorrectly (wrong size, material, or configuration) when the error was made by DeZURIK or their shipping department.
Before Filing a Claim/Return
Required Documentation
Gather these essential items:
- Original purchase order and invoice
- DeZURIK order number
- Product serial numbers and tags
- Installation date and location
- Detailed description of the issue
- Photos of defects or damage
- Process conditions documentation
- Operating history and maintenance records
- Initial commissioning reports (if applicable)
- Any relevant fluid or media analysis reports
Eligibility Verification
Before proceeding, verify:
- The product is within warranty period (typically 12 months from shipment or start-up)
- Proper installation procedures were followed
- No unauthorized modifications made to the product
- Operating parameters within valve specifications
- Recommended maintenance performed
- Compatible process media and conditions
- Proper storage prior to installation
Product Condition Requirements
For returns, ensure:
- Products are properly decontaminated and cleaned
- All parts are included and labeled
- Serial numbers and nameplates are intact and legible
- Proper documentation of any disassembly
- Protection from shipping damage
- Compliance with hazardous material regulations
- Return authorization clearly marked on packaging
The Claims/Returns Process
- Document the issue thoroughly with photos and process data
- Contact your DeZURIK regional manager or technical support
- Complete the RMA (Return Material Authorization) request form
- Submit all required documentation through appropriate channels
- Await RMA number and return shipping instructions
- Package product according to DeZURIK guidelines
- Ship to designated DeZURIK facility with RMA clearly marked
- Track evaluation progress through your DeZURIK representative
Best Practices for Distributors
- Maintain detailed valve specification and order records
- Document process conditions at installation and during operation
- Perform thorough troubleshooting before filing claims
- Take multiple photos from different angles showing the issue
- Maintain regular communication with plant maintenance personnel
- Build relationships with DeZURIK technical representatives
- Train team members on proper valve installation and maintenance
- Understand warranty coverage limitations for different valve types
Common Pitfalls to Avoid
- Incomplete documentation of operating conditions
- Failing to report issues promptly within warranty period
- Returning products without proper decontamination
- Submitting claims without thorough troubleshooting
- Improper packaging causing additional damage
- Missing critical information about process media
- Not involving DeZURIK technical support early in problem diagnosis
- Overlooking application mismatches vs. actual product defects
Tips for Expedited Processing
- Contact DeZURIK technical support before initiating returns
- Provide complete valve tag and serial number information
- Include detailed process conditions and operating parameters
- Submit clear, focused photos of defects and nameplates
- Establish single point of contact for claim follow-up
- Reference original order numbers in all communications
- Follow up systematically on claim status
- Be prepared to provide additional information promptly
Conclusion
Effective management of returns and warranty claims strengthens relationships with both DeZURIK and your customers. Following these guidelines ensures efficient processing and resolution of all claims, helping you maintain profitability while providing excellent customer service for critical valve applications.
For access to DeZURIK's portal click here.
Did you know?
Continuum helps dealers and distributors streamline returns and claims with our Returns Management Software so you can spend less time filing claims, ensure accurate credits, and resolve customer issues quickly and efficiently. Book a demo today to learn more.
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