Warranty Information

Instructions for Obtaining Warranty Service

Contacting Warranty Service:
When you require assistance from Greenworks, please use the most convenient option below. Additionally, we encourage you to explore the resources available on your dealer portal, including the Create Case feature, to communicate directly with our team.

Call 877-481-6087 - You will be presented with a range of regional options to choose from.

Email: gwtechsupport@greenworkstools.com

Please ensure you list the following in the email.

• Unit ERP/Model Number
• Unit serial number
• Product Registration number if applicable
• End user’s name
• List all troubleshooting that has been performed.
• Representative’s name who we can speak to regarding the unit.
• If the unit is deemed unrepairable, please provide an explanation of the conclusion reached.
• Comprehensive information about the issue including all relevant details.

Dealers working directly with Distributors

• For all questions regarding parts or purchase orders please contact your distributor directly.

Dealer Direct/ASC working with Greenworks

• If parts are not in the IPL or ARI, and are missing from an IPL, please email parts@greenworkstools.com
• If you would like to know parts availability and pricing, please email po@greenworkstools.com

Required Documentation and Information for Warranty Claims

• Warranty claims require the unit’s serial number to be on record.
• Any extenuating circumstances will be reviewed and approved by Greenworks.
• Large battery replacements for vehicles require the serial number of the original battery, the new battery, and the unit. This information should be added to the “failure description box” when filing the warranty claim.

Service Parts & Accessories Coverage

Service Parts Availability: Greenworks will provide service parts for five (5) years after a discontinued commercial product is no longer in production or sales, whichever occurs later. Availability depends on demand and supplier constraints. After this period, parts are not guaranteed.

Wearable vs. Non-Wearable Parts Coverage

• Wearable parts and accessories (e.g., blades, belts, trimmer heads) are covered for 90 days from purchase.
• Non-wearable parts follow the unit’s standard warranty (e.g., 3-year coverage for a unit with a 3-year warranty).

Warranty Exchange Policy for 82V product over $4000 MSRP:

Logistics:

Original Unit Return:

• Dealers or Distributors will be responsible for filling out and sending the Return Merchandise Authorization (RMA) form to Greenworks.
• Greenworks covers the return shipping costs of the original unit

New Unit Dispatched:

• The replacement unit will be sent by Greenworks.

Warranty Claims:

Labor Reimbursement:

• Dealers can file one hour of reimbursement for labor costs associated with packing up the unit and completing the RMA form.
• Dealers can file one hour for reimbursement of labor costs incurred to assemble the replacement unit.

Serial Number Requirement:

• The serial number on the replacement unit must be recorded on the warranty claim form.

No equipment cost request:

• The dealer can request no financial compensation for the unit as part of the warranty terms for the exchange completed by Greenworks.

Repair vs Replace Policy for Whole Goods (Excluding Batteries)

• All kitted tools must be treated as individual items for MSRP value. (tool only).
• Replace any individual items with a MSRP below $400.
• Dealer to get authorization for any repair cost exceeding 65% of MSRP (tool only).
• No warranty repair should exceed the MSRP of any product.

Return of Warranty Items

We appreciate your cooperation in ensuring the items are ready for pick-up when our team arrives. Once the warranty claim has been approved and paid, our team will review the 82V items and arrange to pick-up of the unit/batteries at your location. Please keep possession of the items up to 45 days after payment to ensure we can arrange their retrieval.

• Warranty payment is contingent upon the timely return of batteries within 45 days of payment.
• Failure to return the batteries within this period may result in the retraction of the warranty payment.
• No shop hours will be approved for preparing the return of equipment or batteries.

Warranty Claim Submission

To streamline the warranty claim process and maintain accountability, claims should not be more than 45 days from the failure to repair date. If so, an explanation is required. Claims should be submitted within 30 days of the repair or replacement date. Additionally, Greenworks reserves the right to request supporting documentation to verify the service completion date. We reserve the right to modify or amend this warranty policy at any time without prior notice.

Owner Responsibilities

It is crucial to maintain Greenworks products by following the maintenance procedure outlined in the product instruction manual. The procedures are designed to ensure optimal performance and longevity of your equipment. Routine maintenance expenses are the responsibility of the owner.

Warranty Exclusions, Limitations

The following items and conditions are not covered by our warranty:

• Greenworks products purchased from anyone other than an authorized Greenworks dealer located in the United States or U.S. territories.
• Repairs or replacements or any failure resulting from such repairs or replacements not performed by an authorized Greenworks dealer located in the United States or U.S. territories.
• Any failure that results from accident, impact, abuse, misuse, neglect, mishandling, dulling of cutting edges, or failure to operate, maintain, update, or store the product in accordance with the information provided in the instruction manual supplied with the product.
• Repairs made necessary by normal wear, improper maintenance, improper lubrication, improper storage, dirt, abrasives, impact, moisture, water, water mineral deposits, rain, snow, freezing, rust, corrosion, varnish, carbon deposits, oil deposits or other similar conditions.
• Any product or part that has been altered, misused, neglected, requires replacement, or repair due to accidents or lack of proper maintenance.
• Pickup and delivery charges unless otherwise specified.
• Freight charges for replacement warranty parts, components, or whole goods are not eligible for reimbursement under our warranty policy.
• Damage from abrasives, rocks, or foreign objects.
• Failure to follow the charging instructions.
• This warranty does not cover the damage resulting from modification, or unauthorized repair of any product, part, or accessory.
• Failures caused by outside influence, including, but not limited to, weather; storage practices, contamination; or the use of unapproved lubricants.
• Improper voltage for electric products and batteries that have been exposed to temperatures beyond those specified in the product’s instruction manual, batteries that have not been properly charged or batteries that have reached their useful life.
• This warranty does not cover normal deterioration of the exterior finish, including but not limited to scratches, dents, paint chips, or to any corrosion or discoloring by heat, abrasive, and chemical cleaners.
• Products with unauthorized programming for this product, including parameter changes, aftermarket programming or adjustments, or any unauthorized modification of components, electronic, or software.
• The foregoing warranty shall not apply to any Service Parts and/or Accessories that are not manufactured by Greenworks, as to which: Greenworks hereby assigns to Buyer, to the extent assignable, any warranties made to Greenworks and Greenworks shall have no other liability to Buyer under warranty, tort or any other legal theory.

General Conditions

All repairs covered by these warranties must be performed by an Authorized Greenworks Service Dealer using Greenworks approved replacement parts. Repair by an Authorized Greenworks Service Dealer is your sole remedy under this warranty. The Greenworks Company is not liable for indirect, incidental, or consequential damages in connection with the use of the Greenworks Products covered by these warranties, including any cost or expense of providing substitute equipment or service during reasonable periods of malfunction or non-use pending completion of repairs under these warranties. Some states do not allow exclusions of incidental or consequential damages or limitations on how long an implied warranty lasts, so the above exclusions may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.