Troubleshooting with Air Purifiers Before Returns

Please make sure you follow the troubleshooting guides below before filling out the return authorization form. There is a 15% restock fee for returning any item. We will waive this fee for items that are damaged or defective AND you allow us to correct the issue. If you return an item for a replacement and it tests OK in our test center, the 15% restocking fee will apply.

Unit does not power on:

• Check the panel on the air purifier that covers the filter. Most air purifiers have a sensor on the panel to make sure it is securely in place before running the unit. If the cover is not securely in place, the unit will not power on. Push in on the cover and test the power. If pushing in on the filter has no affect, and you have an A375, proceed to step 2. For all other units proceed to step 3.
• If pushing in on the cover on the Alen™ A375 has no affect on the unit, please remove the cover and make sure the sensor for the filter is working properly. You should be able to hear the sensor click on and off as you remove and replace the filter. If you are not able to hear the click of the sensor, you can bend the sensor out slightly. You can then replace the filter and test the air purifier.
• If the air purifier powers on when pushing on the cover but powers off when the cover is released, the sensor is bad. You will need to fill out the return authorization form for a replacement.
• If the air purifier still does not work, please fill out the return form specifying a refund or replacement. Read Return Policy and fill out a Return Form.

One of the fan speeds does not work:

• Unfortunately there is not a simple fix for this issue currently. Please fill out the return form specifying a refund or replacement. Read Return Policy and fill out a Return Form.

Unit was damaged in shipping

• Please make sure the unit is damaged before filling out the return authorization form. The box can be damaged by the shipping company without having any damage to the air purifier. If the air purifier is damaged, please fill out the return authorization form for a replacement and we will have that unit shipped back to the distribution center and a new unit shipped to you. Read Return Policy and fill out a Return Form.

You changed your mind

• You may return the item by filling out the return authorization form within the first 30 days. There is a 15% restocking fee for returning any item. We will waive that restocking fee if you purchase another item of equal or greater value before the refund is processed. Read Return Policy and fill out a Return Form.

If you have gone thru all of the troubleshooting for the air purifiers and you would still like to return the item for a refund or a replacement, please continue to the return policy for details on returning the item and the return authorization form.