Hilti Tool Service Terms and Conditions
1. Hilti Tool Service
If a defect occurs with a Hilti tool, Hilti will take care of it quickly, professionally and completely free of charge for up to 2 years from the date of purchase.
After that we continue to prove the quality of our products by putting a limit on what a repair can cost – for the lifetime of the tool – that is the entire estimated lifecycle of a Hilti tool.
We even provide you a 20 years manufacturer’s warranty against manufacturing defects. That’s not just reassuring to know, it’s unique in this field.
2. Speed promise
We will return your tool in three working days or the repair is free. Any repairs which are returned to you after three days will be free of charge.
To qualify for the speed promise, tool repair orders must be notified to Hilti via Customer Services or online between the hours of [8 am-4 pm] and the tools must be ready for prompt collection. Tools left at a Hilti Store will be collected the following working day. Day 1 of the speed promise is the day the tool is collected for straight repairs and if a customer needs a quotation, then Day 1 starts from the moment we received a purchase order and proof of payment.
All tools must be returned to Hilti individually, to enable individual tracking per tool and serial number. The speed promise does not apply to tools that are packaged and returned to Hilti together.
3. No repair costs for up to 2 years!
For up to an initial two-year period, starting from the date the tool was originally purchased from Hilti, all repairs will be provided to the customer free of charge.
This includes:
- Pick-up and transportation costs
- Labor costs
- Faulty parts and parts subject to wear and tear
- Servicing when indicated by the service indicator on the tool
- Functional check, adjustment and safety check
- Return transportation
Our service types are:
Premium
- Two Years No cost
- Three months repair warranty after any paid repair.
- Repair Cost Limit - After the 2 years warranty period, take advantage of our repair packages with a capped amount
- Manufacturer's warranty for twenty years.
Entry and Basic Tools
The Entry and Basic Tool Offering consist of a carefully selected tool pool designed to address most straightforward applications. With this offering, the aim is to provide customers with an essential and differentiated tool service experience.
Entry
- One Year No cost
- Three months repair warranty after any paid repair.
- Repair Cost Limit - After one year, a customer will pay a maximum 30% of the standard selling price of the corresponding new tool for repairs.
- Manufacturer's warranty for twenty years.
Entry Tools are:
- 12 Volt batteries, chargers, and Screwdrivers.
- TE 1
- TE 30 AVR
- TE 50
- TE 50 AVR
- TE 800
- TE 500
- DX 2
- POL15
- Including all corded Screwdrivers
Basic:
- Six months No cost period for all grinders except cordless and AG 115 series
- Three months repair warranty.
- Repair Cost Limit - After six months, the customer will pay a maximum of 30% of the standard selling price of the corresponding new tool for repairs.
- Manufacturer's warranty for twenty years.
Exceptions
AG 115 series, petrol-powered cut off saws and UD 4 are excluded from any type of services because they are self-maintenance.
4. Repair cost limit
- After the expiration of the initial no-cost period, Hilti sets a repair cost limit for the entire life of the tool.
- For repairs requested by the customer outside of the initial no-cost period, the customer will be charged at a maximum of 40% of the standard selling price of the corresponding new tool. If the cost of the repair remains below this limit, you only pay the actual cost.
- For 3 months after every functional repair you pay for, you benefit from the same free-of-charge service as with a new tool (repair extension).
- The repair cost limit applies for the lifetime of the tool, provided all repairs are carried out by Hilti.
5. Manufacturer’s warranty
Hilti will repair or replace, free of charge in 20 years after purchase, all tools that suffer defects as a result of:
- Faulty materials
- Manufacturing faults
- As long as the tool has been serviced by Hilti according to manufacturer’s guidelines.
6. Auto Repair Service:
- Cash Customers: Hilti shall send a quotation offer to the Customer and shall only start repair after receiving Customer approval and Proof of Payment.
- Credit Customers: The Customer agrees that any repair of products equal or below to R1500.00 for light tools and below R3000.00 for heavy tools (Excl. VAT & Incl. freight cost), does not require a quotation for pre-approval, and Hilti will repair directly upon receipt of such products, and invoice the Customer accordingly. For any repair above R1500.00 for light tools and below R3000.00 for heavy tools (Excl. VAT & Incl. freight cost), Hilti shall send a quotation offer to the Customer and shall only start repair after receiving Customer approval.” A list of heavy tools can be sent upon request, all other tools can be considered as light.
7. General and exclusions
All accessories are excluded such as detachable cords, handles and guards for any tools; pistons, buffers, stoppers, jaws, pushers, noses in direct fastening tools and riveters; sanding plates for sanders; filters for vacuum cleaners and all the gas saws repairs are not covered by the Hilti No Cost Period and the Fleet Management program. Please download a list of these specific items in the Tool Warranty exclusion list above. Repair or replacement cost of these items shall be at the customers’ expense. Calibration certificates for measuring and detection tools are available on request and are also not covered by Hilti No Cost Period and Fleet Management program.
The start date of all warranties is the delivery date of the tool to the customer from Hilti.
Some tools are excluded from the Hilti Tool Services coverage described above, including:
1. Tools that are not used for their intended purpose, in strict compliance with the operating instructions and other instructions issued by Hilti.
2. The repair cost limit and 3-month repair extension do not apply to batteries and chargers. Batteries and chargers will be exchanged rather than repaired within the no-cost period for up to two years.
Exclusions apply to the speed promise, including the following:
- High-end detection tools, Heavy diamond tools (Wire and wall saws)
- Special equipment / non-standard list items and phased out tools
- Battery
- Charger
- All accessories and consumables ( like diamond core bits)
- Self-repair tools like UD4 & AG115-D & AG115-S
- Tools repairs which need specific clarification from the customer to complete the repair
- Tools which have been returned to Hilti for a repair quote request, time starts after receiving PO & PP
- Deliveries which are denied, refused or rescheduled by the customer
- Notifications with different collection and delivery addresses.
- Tools which are shipped as dangerous goods
- Repairs collected from the customer by a third party not instructed by Hilti authorized carrier
- Any tools which have not been sold by Hilti South Africa.
- All metropolitan areas in Johannesburg, Pretoria, and Durban is applicable for 3 Days or Free, all other metropolitan areas are valid for 5 days or free. Outlying areas in Cape Town & Bloemfontein and other outskirts areas are not included in any time promise.
- Items which never received a serial number from Hilti
- Customers whose credit is blocked due to finance issues are not included.
- Bulk deliveries or approvals; over 10 tools from one customer at a time
- Pallet pick-ups
- Days when Hilti Tool Service Centre is not operational due to holidays or other special occasions
- Deliveries which are delayed by a Force Majeure event
Hilti standard Terms and Conditions of Sale apply.
