Warranty and Replacement Policy
At Detroit Sponge, our business has been built on one simple promise: take care of the professional window cleaning community the right way. As a small, family-owned business serving contractors for over 85 years, we stand behind the products we sell and work hard to help keep your equipment running reliably in the field. While many of the tools we offer are manufactured by trusted industry partners, we are here to help guide you through the warranty process whenever an issue arises.
If you experience a problem with a product purchased from Detroit Sponge, please don’t hesitate to reach out. Our knowledgeable team is always happy to help troubleshoot, explain warranty coverage, or assist with next steps.
What Is Covered Under Warranty
Warranty coverage may vary by manufacturer. Below are general warranty guidelines commonly associated with professional window cleaning equipment sold by Detroit Sponge. Manufacturer terms ultimately apply.
Purification Systems
- Typically warranted against manufacturer defects for two (2) years from the original purchase date
- Coverage applies to non-wear components only
- Proof of purchase and original ownership required
Lifetime coverage against manufacturer defects
- Many manufacturers offer lifetime coverage against manufacturer defects
- Coverage applies to defects in materials or workmanship, not misuse or damage
Pumps & Motors
- 110V pumps: One-year manufacturer warranty
- 110V motors: One-year manufacturer warranty
- 12V pumps: One-year manufacturer warranty
- (Including pumps installed as part of a complete purification system)
All Other Products (excluding consumables)
- One year from date of delivery, unless otherwise stated by the manufacturer
Items Not Covered Under Warranty
Manufacturer warranties do not cover:
- Normal wear and tear
- Improper use, neglect, or lack of routine maintenance
- Damage caused by freezing, dry-running pumps, chemical exposure, or incorrect installation
- Custom modifications or use of non-manufacturer replacement parts
The following items are not warrantied due to their consumable nature:
- Sediment filters
- Carbon filters
- RO membranes
- DI resin
- All filtration media
Warranty Request Process
If you believe your product qualifies for warranty service:
- Contact Detroit Sponge by phone or email with:
- Order number or proof of purchase
- Description of the issue
- Photos or videos, if available
- Our team will review the information and may assist with troubleshooting before determining if a warranty claim is appropriate.
- If required, the defective part or unit may need to be returned for inspection. You will be notified by email or phone once a decision has been made.
If the Warranty Is Approved
- Replacement parts will be shipped as quickly as possible
- The replacement part is covered under warranty
- Customer is responsible for shipping, unless the item arrived damaged or defective
If an item arrives damaged or defective upon delivery, Detroit Sponge will cover shipping costs.
If Equipment Must Be Returned for Inspection
In cases where an issue cannot be diagnosed remotely:
- We will provide return instructions and, when applicable, a shipping label
- Our technicians will inspect the equipment
- You will be contacted before any non-warranty repairs are made
If the item is under warranty:
- It will be repaired or replaced and returned at no cost
If the item is not under warranty:
- Customer is responsible for parts, labor, and shipping
Note: Some larger systems may require freight shipping. Freight pickups must be scheduled in advance, and equipment must be securely palletized.
We’re Here to Help
We understand how critical your tools are to your livelihood. If something isn’t working right, we want to help you get back on the job as quickly as possible.
Call us: 1-800-535-6394
Email: customerservice@detroitsponge.com
Thank you for trusting Detroit Sponge — a family-owned business proudly serving the window cleaning trade for generations.