Know-How Exchange : Other

This is slightly off of marketing, but a business challenge I have come across none the less. One of my clients (sells bathroom hardware) has in their warranty the statement that the product they sell is covered under the warranty, but the company "will not be responsible for any costs related to removal, installation, shipping, loss of use, loss of profit, etc. ". This is the warranty the company has had from day 1.

They had a claim where they did replace the unit with a brand new one. After it was all done, the construction company who was doing the bathroom remodel (including out unit) sent us an invoice out of the blue for money for removal of old unit. So, we are planning to reply to the invoice with a copy of the warranty with the line I mentioned above highlighted.

What more should we do? One thought was to write something on the invoice saying it was rejected or some other term. If so, what should we write?

Should a cover letter explaining how the invoice is for items explicitly now covered by our warranty also be included?

Not sure if this affects it, but as a piece of goodwill, we don't follow the warranty in full, as we pay for shipping (both of the new unit to them, and the defective unit back to us after the new one is installed - and if the defect is one that doesn't affect usability, such as cosmetic defects, we allow them to continue using the defective unit until the new one arrives).

Thanks for any thoughts.

ps - because what law this falls under matters, this is an issue in the United States.