Troubleshooting / Returns

Troubleshooting for UV-C Fixtures

Q: Why doesn’t the lamp illuminate?

A: Replace the lamp and check to make sure the fixture is properly connected to 120–277 Vac, 50/60 Hz power. Consult all applicable codes before installing. Check fixture label(s) for the correct power requirements and supply the correct voltage from a suitable, protected (fused or breaker), and grounded power source.

RLM Xtreme Fixtures: Remove all power wires (black, white and green) from all ballast(s) – let ballast(s) sit with no wires attached for 30 minutes – this will allow a failed ballast to “reset”. Note: both white and green wires can carry just enough transient voltage to keep the ballast from resetting, so it’s best to disconnect all ballasts.

Q: Why do only the lamp ends glow?

A: Replace the lamp and check for proper line-in voltage from your power source.

Q: How do I solve an open circuit?

A: Ensure that all wiring and power source is properly routed. If that doesn’t work, try to replace the lamp ballast. All power-in wire gauge and switch ratings must be in accordance with applicable codes. Power must also be switched at all install access points with a properly rated, SPST interlock switch to completely de-energize the assembly when its install location is accessed.

Q: When should I replace lamps?

A: Ultraviolet bulbs should be replaced annually if operated continuously (recommended) or after 9,000 hours of use if operated intermittently. Replacement bulbs must be the specific size and wattage as originally supplied from the factory. Note: Although the lights may continue to generate a characteristic blue glow beyond 9,000 operating hours, the ultraviolet radiation emitted by the bulbs degrades over time and will no longer provide the intended benefit.

Q: How should I properly dispose of lamps?

A: UV lamps should be treated and disposed of the same as other mercury-containing devices, such as fluorescent bulbs, according to local regulations. Low-mercury bulbs often can be discarded as regular waste; however, some states and local jurisdictions classify these lamps as hazardous waste. The U.S. EPA’s universal waste regulations allow users to treat mercury lamps as regular waste for the purpose of transporting to a recycling facility. The National Electrical Manufacturers Association (NEMA) maintains a list of companies claiming to recycle or handle used mercury lamps at www.lamprecycle.org

Return Goods Authorization

After you’ve verified proper configuration with your product’s Instruction and Operation Manual we’re happy to authorize your return, provided the following has been met:

• For non-working products: troubleshooting has been performed on the product as per above and the product is within its warranty period;
• For unused products: The product must have been purchased within the last 30 days and not damaged in any way, be in its original box and/or packaging, have no non-product labels attached, and therefore is resalable.

The product must be accompanied by all its original paperwork, instructions and/or any accessories.

We can process returns and refunds only for those items purchased from and/or fulfilled by UV Resources:

• STEP #1 – Obtain Returned Goods Authorization (RGA) Number and form by calling 877-884-4822, or e-mailing us at [email protected]
• STEP #2 – Complete and return the RGA Request Form and include the unique RGA number obtained in step 1. A completed RGA form must be submitted for each shipment sent to UV Resources.
• STEP #3 – Return freight must be prepaid. Note: freight collect shipments are not accepted. No account will be credited for freight-damaged goods. A restocking charge may apply to make the return resalable. The product must be received at the UV Resources warehouse within 14 calendar days of the RGA issuance date.

How and When Refunds Are Processed

We will notify you via e-mail of your refund once we have received and processed the RGA form and returned item. In most cases, we will issue a refund in the same form of payment originally used for the purchase within 3 to 5 business days of our receiving and inspecting your return. If you paid directly from your bank account, it may take up to 10 additional business days for the credit to be posted to your bank account. If you paid by check, it will take longer for you to receive the refund. If the return and refund do not appear in Your Account within four weeks from the day you sent us your return, please e-mail us for further assistance.

If you return an order that was placed using a promotional certificate or discount, you will be refunded accordingly, as these discounts were deducted from the original purchase amount. Any taxes are the responsibility of the purchaser.