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Horton Headquarters, Industrial Cooling Fans & SystemsHorton Headquarters, Industrial Cooling Fans & Systems

Frequently Asked Questions

Horton Warranty

If your Horton Product should fail, Horton wants to help you. Here is some general information to help you get started on our warranty process.

Any questions not answered here can be answered by emailing us: warranty@hortonww.com

How long is Horton’s Warranty?

Horton’s warranty varies based on the product, model of the vehicle and the application of that vehicle. For OEM coverage, please contact your OEM for details; for coverage beyond and outside the OEM coverage (including all aftermarket sales and parts) please see our Warranty Statement for more details.

Who can file a warranty claim?

Only authorized dealer/distributors of our products can file a warranty claim. We *cannot* accept warranty claims from individual owner-operators/end users. Also, if you are a third party dealer or repair shop who does not buy their parts directly from us or from an OEM PDC, then the original entity that buys parts from us needs to file the claim, as we would not be able to credit you as a third party dealer. We will NOT be able to process your claim.

If you are an OEM dealer (e.g. A Peterbilt, Freightliner or Navistar dealership), you probably should be filing the claim through the OEM and sending us the part and claim via that route unless circumstances preclude filing that way.

How does the warranty process work?

Horton’s warranty is reimbursement for the purchase of a Horton product to repair or replace the failed unit.

It is *not* a money back guarantee.

A dealer-distributor files the claim, and then sends us the failed part for warranty analysis. Assuming the failure is found warrantable, Horton credits the dealer, and the dealer can then reimburse the end user.

The sequence of events is as follows:

  1. Horton product fails
  2. End user purchases a Horton replacement/repair option
  3. Dealer-Distributor files claim on behalf of end user
  4. Dealer-Distributor sends failed part(s) with a copy of the claim to Horton
  5. Horton analyzes part(s) and claim
  6. If found warrantable or partially warrantable.
    1. Horton credits the dealer
    2. Dealer can then reimburse the customer.
  7. If not found warrantable, Horton scraps the part
    1. Unless the dealer specifies non warrantable parts to be returned (at the dealer’s expense)
What does Horton’s warranty cover?

Horton covers the cost of the replacement/repair that is deemed necessary after analysis of the part and its failure. For example, if a clutch fails, and analysis determines that the clutch only suffered an air leak and could have been kitted with a seal kit, warranty would reimburse for the price of the seal kit, not the entire clutch. A notable exception is Remanufactured clutches. If a Horton remanufactured clutch fails, Horton’s warranty always covers replacement of the remanufactured clutch with another remanufactured clutch, if it failed in a warrantable manner.

What does the warranty not cover?

It does NOT cover items including but not limited to:

  1. Labor
  2. Consequential damage
  3. Towing and other ancillary costs (e.g. travel expenses)
  4. Any non-Horton parts used in a replacement/repair.
  5. Shipment of replacement parts to the dealer/distributor
When can a warranty clalm be filed?

A claim must be filed and the parts sent to us within 60 days of the failure.

I didn’t buy a new clutch, can’t I just wait for the analysis to be completed and get my money back?

No.

A clutch or kit must be purchased for a failure to be eligible for warranty consideration. If you do not do so and send us the failed part, you will not receive any reimbursement.

I couldn’t find a Horton part, so I bought a competitor. Is my claim still eligible for warranty consideration?

No.

I bought the Horton clutch on ebay, or from someone else, or I bought the truck/vehicle from someone else. Does the unit still have warranty?

No.

Does Horton pay for shipping the failed part TO Horton?

Yes.

Canadian dealer/distributors should send the failed part to our Canadian Warehouse. U.S. Customers should send it to our Britton, SD Facility. Mexico Customers should sent failed parts to our Mexico City office. The warranty claim form process provides shipping labels and other information to return the part to us at our expense.

Customers in other parts of the world should contact us for more information.

All parts must include a copy of the claim form and clear identification of the claim and claim number the part being returned is for. Failure to do so can lead to claims being misidentified as a core return and subsequently being scrapped without analysis.

How long will it take for my claim to be processed and a decision made?

For US and Mexico claims, Horton’s turnaround time for disposition is within 30 days of receipt of the failed part. For Canadian claims, this turnaround time is extended by several weeks to a month in order to account for the monthly shipment of parts from our Canadian Warehouse to our Britton plant for analysis.

If more than 90 days have passed since shipping the part for a claim without any response from us, please contact us at warranty@hortonww.com. Please have the claim number and proof of delivery on hand.

Why was my claim denied?

Claims are typically denied for:

  1. Non warrantable failure modes such as slip and heat or air system contamination
  2. No defects found with a returned part
  3. Non return of parts for analysis
  4. Use of a non-Horton part in the repair
  5. Lack of required documentation or lack of identification of a part returned as being for a warranty claim, or not having filled out a warranty claim form at all and simply sending us a part.
  6. Being outside the bounds of warranty on time or mileage.
I bought a Remanufactured clutch, will my core charge be reimbursed?

Yes, unless both the part was found non warrantable, and a non-warrantable part was requested to be returned to the dealer. If the claim is found warrantable, the core charge will be part of the reimbursement. If the claim is denied, and request of the return of the part was not made, the claim will pay just the core charge.

My warranty was denied. What other recourse do I have?

If your claim was denied and still are seeking reimbursement, please contact your local sales representative.

Where is the warranty form?

Dealer/distributors should contact us at warranty@hortonww.com to receive instructions on how to reach the warranty claim form portal.

How do I contact you with more questions?

Email us at warranty@hortonww.com