Warranty & Parts Guarantee

Coverage by product line

All coverage applies to manufacturer defects, for products purchased new from Evergreen or an authorized Evergreen dealer.

What happens if you need support (powered surfaces)

Many issues — especially alarms — resolve on the first contact: they often trace back to setup, hose connections, or filter maintenance, with no parts needed. Warranty service is parts-first by design: we diagnose the issue with you, identify the exact assembly, and ship that part. When you do need us:

1. Email contact@evergreenmedicalproducts.com with the 10-digit serial number (on the back of the pump), a description of the issue, and photos or a short video if you can. We verify coverage directly against our sales records by serial number — in the rare case a serial can’t be matched, we may ask for your invoice or PO.
2. We troubleshoot with you remotely, using the same diagnostic steps our engineers use.
3. If a part is needed, we identify the exact assembly from exploded-view diagrams and ship the OEM replacement free of charge under warranty. Assemblies are designed to be swapped in the field by your dealer’s trained service technician. We confirm your expected shipping timeline as soon as the part is identified.
4. If a defect can’t be resolved with parts, Evergreen will repair or replace the unit at our option.

Coverage doesn’t stop at 1 year

• OEM parts guaranteed available for 5 years from purchase — pump assemblies, blower motors, air cells, filters, batteries — available to purchase at current parts pricing once the warranty ends.
• Remote troubleshooting stays free throughout the 5-year parts period.
• Service Manual available to authorized dealers.
• A trained dealer technician does the repair — we guide the install remotely.
• Parts and support are supplied through Evergreen and its authorized dealers, for units originally sold by Evergreen. Support stays with the unit’s original owner.

Conditions & exclusions

• The warranty and the 5-year OEM parts period are non-transferable. Both stay with the original purchaser and the original unit — coverage follows ownership, not who is currently using the unit. Once a unit has been placed with an end customer, coverage does not follow it to a new owner: resold and secondhand units are not covered, whether the transfer is to a different dealer, client, or facility. Routine channel movement does not affect coverage — a dealer renting its own unit to successive clients, a facility group moving a unit between its own homes, or new unsold stock moving between a dealer’s branches or to another authorized Evergreen dealer.
• Covers manufacturer defects only. Not covered: accidents, misuse, unauthorized modifications or repairs, damage caused by lack of routine cleaning and maintenance (such as a blocked air filter), and normal wear.
• Batteries are wear items — not covered under warranty; replacements are available for purchase.
• Shipping damage is a carrier claim, not a warranty claim — report it within 48 hours of delivery with photos of the product and packaging.
• Demo and trial units: warranty begins on the date the demo converts to a purchase (invoice date), not the original ship date.
• All sales are final — surfaces, parts, and accessories. As regulated medical devices, products cannot be returned for restocking once delivered.