Customer Support

Customer Support & Warranty Issues

For customer support please see our frequently asked questions section below. If this doesn't resolve your query then please follow the procedure below to obtain free support.   If you have not received your order within 2 days and have not heard from us please contact the main office number above.  

Catalogs, Specifications and Price List

Please go here for downloads.

Help Selecting a Ceiling Fan - As simple as A, B, C

For information about light bulbs replacements click bulbs. 

Returns Procedure

Our registered office address is: Unit 1, 22 Harrison Close, Twyford, Berkshire, RG10 0LL  NB:  Please DO NOT send any returns here as they will be refused and returned at your cost. Instead any returns must first obtain a Return Merchandise Authorisation (RMA) number from our office which must be clearly displayed on the address and be sent to our warehouse which is: Hunter Fan Company Ltd, C/O East Coast Storage Ltd, Clenchwarton Road, King's Lynn, Norfolk, PE34 3LW.  Any items sent without an RMA will be refused by the warehouse and returned to the sender at the sender's cost.

RMA's for agreed returns can be obtained from our office.  Fans that are found to have faults within 7 days of purchase will be replaced free of charge.  To avoid unnecessary shipping costs and achieve a speedy resolution it is important to run through a simple troubleshooting procedure to establish whether the product is faulty or not and if so which part.   Goods that are not wanted can be returned within 7 days if you are a consumer or within 3 months subject to a restocking fee of 25% and deductions for the carriage.  You may upgrade to a similar priced fan for no restocking charge within the 3 months.  Note that product returned for refunds must be in resellable condition, ie complete, unopened, with all the manuals and components and packaging intact and not damaged.  It is best to wrap it up in cling film to avoid any problems.  If you are returning the goods yourself then please ensure that they are insured.

Warranty FAQ's

Q. My fan is more than one year old and has developed a fault. Is it covered by the Hunter lifetime warranty?
A. No. The lifetime warranty covers just the motor and not anything else. Hunter motors are extremely reliable which is how we are able to offer such a warranty. Very occassionally your fan may stop working as a result of a power surge or being incorrectly installed. These situations are not covered by the warranty. There are also a few fans that only have limited 10 year warranties.

Q. Can you troubleshoot the problem with my fan?
A. Yes we can try as there are very few things to go wrong. Please enter a technical support ticket by going to our helpdesk at the top of this page with your problem and details and you will get a response within 1 working day. If it is urgent, eg your electrician is on-site then please call our office number above and ask to speak to technical support.  If he cannot solve it immediately he has contact with the right people in Hunter USA to ensure a resolution is reached.

Q. Do you stock spares?
A. Yes we do stock a wide range of spares and certainly the commonly used ones for current and some discontinued models. Please go to Accessories then Spares. If we don't have them in stock then it can take up to 3 months or so to get them and if the model is discontinued and we are out of stock then we probably are unable to help.

Q. Will you pay for electricians fees for fixing my fan?
A. If it is less than one year old and the fan develops a fault we will identify what the fault is and either send you the part or pay a local electrician to fix it if it requires a complex wiring fix. If it is simply a part missing or a remote not working we will send you the part you need. If it is a major problem then we will replace the unit and send the unit for detailed testing and analysis. If it turns out to be due to an electrical surge or incorrect installation then the second unit will need to be paid for. In line with other distributors we will not pay the electrician's costs to uninstall and reinstall the replacement - although this happens only vary rarely.

Q. I bought my fan in another country from another Hunter agent and it has now developed a fault. Will you fix it for me?
A. If it is one of the current 240v models that we sell me might be able to assist you with the spares you might need.  Since other countries stock different models and voltages to us we probably won't have the spares. Note that the Hunter Lifetime Warranty is on the motor only and doesn't cover for any damage from water or physical or electrical damage that might have caused your fan to stop working.  It does not cover fans that have been moved to new locations, countries or owners so if you purchased it outside of the UK then go back to your original retailer, their distributor or Hunter HQ in the USA.  

Q. I have a very old Hunter fan that has developed a fault.  Will you replace it for me for free?

A. No, we will only provide technical support and entertain warranty claims for fans purchased from us or our resellers.  We started in 2006 so technical support and warranty claims for any fans purchased before that need to be taken up with the shop you purchased it from or directly with Hunter in the USA.  You will also need proof of purchase if you didn't register your purchase at the time with Hunter.  If you wish to use our free technical support then please follow the procedure below.

Q. I can buy a Hunter fan much cheaper in the USA. Why is that?
A. The fans we sell are for the 240v European market. They have undergone separate development, testing, approvals etc to comply with EC standards. The costs of shipping, import duty, warehousing, staff, selling, support and courier costs are all much higher here than in the USA often by a factor of 100%. Additionally, we have higher taxes and a much smaller market here so our marketing costs are much higher. We could compromise on quality, service and support but we believe that for long term success our customers will respect our presence, a successful business combined with the Hunter brand and quality. We make a modest profit as we plough back our revenues into making our business better for our customers. Our prices are in fact cheaper than a lot of other European countries.

Q. I can buy a ceiling fan for £25 in my local DIY shed. Why are yours 10 x that price?
A. You need to compare apples with apples. Read through the About section and Fan Facts of this site where we try to explain what innovations and quality are built into our products. Everything from the thickness of wire used in the motor to the wood in the blades. Now ask your DIY shed - if you can find anyone who knows the first thing about ceiling fans - whether any of these features exist in their products. Many cheap fans fail after 15 months, just outside of the statutory 1 year electrical goods warranty period or else develop annoying hums, vibrations or wobbles in addition to not moving air efficiently. The true cost of installing such "junk" will dwarf a sensible investment in a quality ceiling fan such as Hunter, effectively losing your money. The economics don't stack up - you simply cannot buy a BMW for the price of a Fiat.

Q. Can I use a fan that I purchased from the USA in the UK?
A. No as the voltage is different. You could use a transformer but European safety and electrical standards are different to US ones so we would not recommend it.  We do not provide any support for fans that are not 240v.

Q. Am I able to return a fan if I don’t like it or don’t like the finish?
A. Yes you can within 7 days. You can choose to return yourself or we can deduct the collection charge from the refund. If however it over 7 days but less than 3 months then there is a standard 25% restocking charge as well as the collection charge which will be taken from the refund.  Goods including the packaging, manuals and all fittings need to be returned in perfect resellable condition otherwise they will not be refunded.

Q. May I have a different color blade than the one specified?
A. If the two color options are not suitable we do have a supply of different color blades that can be purchased as an extra. They are fan specific so for example if you ordered a Seville and not happy with the blades you can select a set of blades from a different Seville.
    

Technical Support

For qualified electricians - please call our technical support line  0207 101 9538.

For all other customers  - We provide a free email based technical support service and carry a range of the most common spares required to keep your fan running should a fault develop.  Please note that the lifetime warranty covers the motor only for product failure. Damage caused by other means such as water, electrical surges, earthquakes and other acts of God are not! Other electrical faults with remotes etc are covered for two years. Damage or faults with blades, hanging kits etc is not covered.  We also do not provide support for any fans purchased prior to 2006 or for fans purchased in other countries or resellers other than ours.  These are handled directly by Hunter in the USA or by the distributor or reseller in the country you purchased the fan from.

For technical support please follow this procedure:

1. Read our frequently asked questions section below first which covers most of the common problems experienced by customers. 
2. If your query is not answered then please enter a support ticket in our helpdesk at the top of this page.  This will save both you and us time in resolving the issue.  You should have a response normally within 1 working day.
3. If you have an electrician on-site and need urgent support then get him to call the no above. 
 

Technical FAQ's

We cover the most common ones we encounter here.  For more FAQ's go to Hunter's website  www.hunterfan.com/Support/FAQs/.

Q. Can I have remote control and wall control at the same time?
A. No. You need to decide what is the best option for you before installing the fan as using both would not let the fan work properly.

Q. Will one remote control operate several fans?
A. Yes. One remote control will operate more than one fan and can in fact control up to 8 different fans but you will need to have a receiver in each fan to do this. You would need to order extra receivers if you intend to do this if it is a fan that doesn't come with a remote control.

Q. Will one wall control operate more than one fan?
A. No. You will need one wall control per fan.

Q. Are all the fans able to work in the UK without adjustments or transformers?
A. Yes. All the fans we offer have already been adapted for the UK and Europe so there is nothing extra that you need or that you need to do for their operation.

Q. Could I cut the drop rods down to different size?
A. Yes. You will need to make sure you are able to cut through the pipe but also be able to drill a 8.5mm diameter hole through both sides of the pipe for the pin to hold the trilobular ball in place.

Q. May I add a wall control to my existing electric circuit?
A. The wall control will require 4 core wiring if the fan has a light. This means it will need to have 1 x Earth, 1 x Neutral and it will need 2 x Live wires. The wall control cannot be used alongside any other lighting systems. If you have a fan with no light then 3 core is fine.

Q. If I have an Outdoor Element fan can I have the wall control outside?
A. No the wall control is not for outdoor use so would need to be inside.

Q. How do I reset the 24756/96 remote control receiver?
A. To reset the remote control receiver please follow instructions below:

1- Turn off the mains.

2- Undo the 3 screws in the top canopy and lower it. There you will see the receiver be it black or white.

3- Disconnect the receiver from the mains and attach the fan directly to the mains

4- Turn on the mains and use the pull chains. Set the fan at the highest speed and turn the light on if you have one.

5- Turn the mains off

6- Reconnect the receiver to the mains do not touch pull chains from now on. Do not cut the chains however you can just not connect the fandangle change. 

7- Fan should come back on in full speed and with the light on so from there you can use the remote transmitter ( handset).

If it still does not work and the receiver is black you will then have to decide to buy new remote control pack or use pull chains for future use. At this point if you decide to use pull chains then you can disconnect the receiver and use them.

If it is a white receiver with a code of 24796 or 24756 then you will need to order just a receiver.

Q. I have installed a wall control and since I used the pullchain my fan no longer works.

A. Once a wall control is installed then the pullchains must NOT be pulled.  This is stated clearly on the instructions. It may be possible to repair your fan with a replacement receiver - please contact us for possible remedies.