Shipping damage must be reported within 24 hours of receipt of the order. Please note any damage with the shipping company delivery driver upon receipt of damaged goods. The UPS, US Postal, or trucking company driver should be receptive to your request to identify the delivery as damaged. If they are not, please notify us immediately at 949-273-8888. Pictures of damaged packaging materials will assist in our claims against the shipping company.
Please see our list of Warranty Periods above. Matala filter media has no warranty or guarantees. No returns or warranty will be accepted for Matala filter media.
Warranty Claims: If you need to file a warranty claim, please open the online Warranty Form page above to start the claim. You must enter your information along with a copy of the original Sales Receipt and a serial number if it is an electrical product. Please answer any troubleshooting questions and upload helpful photos so we can give you better assistance. Once you submit the Warranty Claim Form, we will review it and share the information with the Matala Distributor who will be responsible to handle the claim. The assigned Matala Distributor has the option to reach out to you directly or may share the claim with the dealer who you purchased the product from. All efforts to expedite the claim will be conducted.
Trouble shooting requirements:
Pond Vacuums, BioSteps Filters, Air Pumps, Water Pumps, and UV Clarifiers require troubleshooting before an RMA or RA will be issued. Please click here for Troubleshooting Guides or contact us at support@MatalaUSA.com. We can also speak directly with you to help troubleshoot at 949-273-8888. In most cases, problems with these products can be corrected with the Trouble Shooting Guide.
The wear and tear parts such as the diaphragm and magnet in the air pump are not covered under warranty. Rubber diaphragms need to be replaced every 1 to 2 years depending on heat and back pressure of the system. You may offer replacement diaphragm kits for sale on your site.
All approved warranties will be issued as a “Repair or Replace” only. Repair or replacement is at the discretion of MatalaUSA. Consumers must pay for return shipping to Matala, USA.
If the item falls under the Limited Warranty, we will pay for the shipping going back to the customer.
If an item is not considered as a Warranty Claim but needs to be returned for inspection or replacement, please contact us for a Return Authorization Number (RA).
For any assistance or queries, do not hesitate to contact us at via email at support@MatalaUSA.com, or call us at 949-273-8888. We are here to support you.
- Matala filter media has no warranty or guarantee. No returns are accepted for Matala filter media.
- EZBio filters, Filter Brushes and Pump Defenders, are not covered.
- Biosteps Body and parts carry a Limited Warranty of 2 years.
- Matala Pond Vacuums, MuckBuster Series. PVII, PVII Plus, PV Pro, carry a 2 year warranty.
- Power-Cyclone Vacuum carries a 1 year warranty.
- EZClear UV body has a 2 year warranty.
- Stainless Steel UV housing carries a 3 year warranty. Rust or cosmetic damage is not covered.
- All UV ballasts carry a Limited Warranty of 1 year.
- The UV lamp and quartz sleeves are not covered.
- Matala/Hakko Air Pumps carry a 3 year limited warranty on the air pumps.
- The wear and tear parts such as the diaphragm and magnet in the air pump are not covered under the warranty. The rubber diaphragms need to be replaced every 1 to 2 years depending on heat and backpressure of the system. We offer replacement diaphragm kits for sale. Contact your Dealer for best price.
- Weighted Air Hose and Air Diffuser carry a Limited Warranty of 1 year.
- Air manifolds are not covered.
- Rocking Piston compressors have a 2 year warranty.
- Wear and tear parts in the Rebuild Kits are not covered.
- MEA Pro Mini Air Pump carries a 2 year limited warranty.
- Diaphragms for the Pro Mini Air Pump are not covered by the warranty. These are available for sale.
- Air Diffusers are not covered under warranty.
- Floating Fountain have a 2 year warranty.
- LED for floating Fountain have a 1 year warranty.
- Koi Viewing Bowls, Measure Tanks and Measure Trays are not covered.
- Matala submersible Water Pumps have 2 year warranty.
- Matala Magna-Flow pumps have a 3 year warranty.
- Impellors are not covered and are available for sale.
- Koi Clear 105 filter is not covered.
- Kink Free Tubing is not covered.