How can we help?

• Henrik repairs or replaces the affected component, or the unit, at Henrik's option.
• Parts and labour within the 24 month comprehensive term. Beyond it, the component terms above cover parts.
• Freight on warranty parts is covered within the 24 month comprehensive term.
• A repair or replacement does not restart or extend the original term.
• A loaner during depot repair is not a warranty entitlement. It depends on your service agreement.
• The H3 is covered on the same comprehensive and compressor terms. It has no battery or screen, so those terms do not apply. Installation and custom cabinetry are supplied by Green Theory or Outerspace and are not part of this warranty.

Register every unit with its serial number within 30 days of delivery.

Warranty runs from the delivery date, and registration is how that date is confirmed. It is also how we know which units are where when a parts or safety notice goes out.

An unregistered unit is not automatically excluded, but the purchaser then carries the burden of establishing the delivery date.

Who holds it. Coverage runs to the original purchaser and is not automatically transferable on resale. Remaining coverage may be reinstated following a pre-resale inspection at depot.

Normal characteristics of the equipment or of consumable parts. These are the items most often reported as faults, and they are not covered because there is nothing wrong with the machine.

• Wear parts: Faucets and tap components, O-rings, seals, gaskets and washers, beer, glycol and gas lines, couplers, drip trays, drain valves and check valves.
• Battery capacity loss: Runtime shortening across seasons is normal degradation. Coverage applies where measured capacity falls below 70 per cent of rated within the 24 month term. Most premature loss traces to storage practice rather than use.
• Serving temperature underload: Set temperature is typically 0 to 2°C, and zero-degree service is achievable under normal conditions. Under continuous high-volume service from warm kegs, 2 to 4°C is typical and expected, and the display may sit 2 to 3°C above set point during service.
• Blockages from unfiltered product: Fruit, hops and pulp will clog lines, couplers and taps. Clearing such a blockage is not a warranty repair.
• Screens in direct sun: Extended exposure to direct sun in extreme heat may dim, ghost or shut down the display. Power off, cool, restart. Cooling is unaffected.

Every condition below exists because it corresponds to a failure mode we have seen in the field. Coverage does not apply to damage caused by operating outside them.

• Ambient range, 5°C to 35°C: Below 5°C, product and residual water can freeze in the lines and cooling system. Above 35°C, the unit cannot reject heat fast enough to hold set temperature and compressor load rises.
• Vent clearance, 8 inches: Keep 8 inches clear of both intake and exhaust at all times in operation. H1 and H2 vent on the right-hand side as the server faces the unit. The H4 chiller vents on both sides. A unit boxed into a bar cavity recirculates its own exhaust, runs hot and will report a temperature fault.
• Upright, and upright for two hours before power: Units must stay upright in transit and storage, and must stand upright for at least two hours before being connected to power so compressor oil can settle.
• Cleaning at interval, and cleaning records: A cleaning log per unit per event is required. Fouling is the most common cause of the symptoms reported as equipment faults, and after the fact we cannot separate a fouling problem from a manufacturing one without a cleaning history.
• Battery storage: Store at 40 to 60 per cent charge, off the charger, in a cool space. Do not leave batteries on float charge through the off-season. Cycle once mid-season and return to 40 to 60 per cent.
• No modification: No changes to the gas train, regulator or electrical system, and no substitution of non-Henrik parts on proprietary assemblies. Commodity draft components may be sourced anywhere without affecting coverage.

Contact Henrik with the serial number, a description of the fault, photographs and the cleaning log. We diagnose remotely wherever possible, and many faults, particularly display and Pi module faults, are resolved by a field swap without the unit leaving service. If parts are needed we ship them with fitting instructions; if depot attention is needed we arrange the return. We aim to acknowledge a claim within one business day.

• Serial number, and for the H4 the serials of the matched chiller and font.
• Delivery date or registration reference.
• Cleaning log.
• Photographs of the fault and of the unit in position showing vent clearance.
• Any error code, and whether it persisted after a restart.
• Ambient conditions and keg temperature at the time.

Incident reporting is separate. Please report any equipment incident within 24 hours whether or not a claim follows. Incident reports are how design problems get found.

Coverage beyond the standard terms is available as a paid extension, on the same conditions and exclusions. Wear parts remain excluded, and an extension does not extend the 24 month battery term. Pricing on request.

We would rather walk through the conditions with you up front than have them come up after a failure.