Returns & Claims

The HL Filters returns policy starts with one instruction: contact us before you send anything back. A filter that arrives wrong, damaged or short is usually settled faster with a photograph and the order number than with a parcel in transit. This page explains the route a claim takes, what to send, and what we check before we ask you to return anything.

Start a claim →

What This Page Covers

This page covers claims on engine-service filters supplied by Shandong Huali Electromechanical Co., Ltd. through hl-filters.com: fuel, oil, air, fuel/water separation, coolant, crankcase and service kits.

DEF and DPF are supplied as a separate aftertreatment category. A claim on an aftertreatment item follows the same route, but the evidence is different. See Aftertreatment Claims below.

Contact Us Before You Return Anything

A return needs to be matched to an order before it arrives. Without that match, we cannot tell which quotation, part number or quantity the claim belongs to.

Contact us first through any channel on our contact page. We will confirm:

• which of the four routes applies;
• what to send, and whether a photograph is enough;
• whether the item needs to come back, and to which address;
• the reference to put on the return paperwork.

The return address is given with the return authorisation. We do not publish it on this page.

Before you return a used filter: used oil and fuel filters are contaminated goods. Do not send one back without our instruction. We may ask for photographs and a local inspection instead.

Four Claim Routes

Every claim falls into one of four routes. The route depends on what happened, not on what the buyer would prefer. Naming the route early is what makes the first reply useful.

1. We shipped something different from your quotation

This is a supply error: a different part number, a different maker, a different quantity, a short shipment, or transit damage.

What we check: the quotation and the packing documents for that order.

What to send: the order number, photographs of the item label and the packaging label, the quantity affected, and a photograph of any damage.

What happens next: we confirm the discrepancy against the quotation and confirm the next steps.

2. Our verification confirmed a number that does not fit

This is a verification error. The item matches the quotation, and the reference was confirmed for the engine build, but it does not fit.

What we check: the engine build record, the installed position, and the reference we confirmed.

What to send: the engine make, model and full serial or build number; the installed position; the number on the old filter; photographs of the item and the engine plate.

What happens next: we review the reference and the build record and tell you what we found.

3. The number was your specification and does not fit

The item matches the quotation, and the number was specified by the buyer. It does not fit the engine.

This is a fitment question, not a supply error. We will review it with you, but we cannot treat it as though we shipped the wrong item.

What we check: the quotation record and the basis on which the number was chosen.

What to send: the engine build, the installed position, the old number, and how the number was selected.

What happens next: a joint technical review to establish whether a different reference applies. Return or credit only if agreed.

4. The item is the right number but has failed

This is a suspected defect: a leak, restriction, media failure, housing damage or a similar fault in service.

What we check: the order documents, the installation details, the service hours, and the part itself where practicable.

What to send: the installation date, the service hours, photographs or video, a description of the failure, and the part for examination if we ask for it.

What happens next: a warranty and quality assessment under the order documents.

What to Send With a Claim

Send these eight items in your first message. It saves a round of questions and gets you a more definite answer.

1. Order or quotation number: the reference the claim is checked against.
2. Complete part number on the item: not only the number on the packaging.
3. Complete part number on the packaging label: if the two do not match, photograph both.
4. Quantity affected and total order quantity: a short shipment is a quantity claim, not a defect claim.
5. Photographs: the item label, the packaging label, the item itself, and any damage. For a fitment claim, add the engine plate and the installed position.
6. Engine make, model and full serial or build number: only where the claim is about fitment.
7. Whether the item has been fitted or modified: if it has, give the installation date and service hours.
8. The outcome you are seeking: replacement, credit, technical review or advice. This is optional; we decide the remedy after the review.

Send the claim details →

Defective Filters and Warranty

A defect claim is assessed under the agreed order documents. This page does not state a warranty period, because the coverage, duration, exclusions and remedy for your order are recorded there. The inspection and claims clause in our terms and conditions explains the contractual position.

What helps a defect claim:

• the installation date and service hours;
• photographs or a short video of the failure;
• a description of what the engine did before the failure;
• the part itself, if we ask for it.

We will not diagnose a failure from a photograph alone. We will tell you what we need to examine and what we found.

Return Eligibility

Before shipping a return, confirm eligibility under your order documents. Tell us if the item has been fitted, modified or used, or was ordered to a specific reference. Check the claim deadline and ask for return instructions and freight allocation.

How a Claim Is Handled

1. You send the claim with the order number, part number, quantity and photographs.
2. We acknowledge it and confirm which route applies.
3. We check the quotation and packing documents for the number, maker and quantity.
4. We review the technical question: fitment, verification or defect, against the engine build record where relevant.
5. We tell you the outcome. If a return is needed, we give you the address and the reference for the paperwork.
6. We complete the agreed remedy: replacement, credit, refund or repair.
7. We close the claim and record what happened, so a repeat order does not reopen the same question.

Aftertreatment Claims (DEF and DPF)

DEF and DPF are supplied as a separate aftertreatment category, not as engine-service filters. A claim follows the same four routes, but the evidence is different: fault codes, regeneration history and the emissions configuration may all matter.

Contact the Filter Team

Shandong Huali Electromechanical Co., Ltd. supplies engine-service filters from Jining, Shandong Province, China.

• Telephone: +86 531-85906095
• WhatsApp: +86 188 5378 5181
• Email: [email protected]. Use our contact page for other channels.

Include the order reference and complete part number in your subject line.

FAQ

Can I return a filter that does not fit?

It depends on why it does not fit. If we shipped a different number from the quotation, that is a supply error and we will confirm the next steps. If our verification confirmed the number for your engine and it still does not fit, we will review the reference and the build record. If the number was your specification, we will review it with you, but we cannot treat it as a supply error. Contact us before returning anything.

What if you shipped the wrong part number?

Send the order number, a photograph of the item label and a photograph of the packaging label. We will compare them with the quotation and the packing documents. If the item differs from the quotation, we will confirm the next steps.

Do you pay return freight?

It depends on the route and the destination. We confirm who pays return freight with the return authorisation, before you send anything.

How long do I have to make a claim?

Contact us as soon as you notice the problem. The applicable claim window is stated in your quotation or order documents. If it is not stated there, ask us before returning goods.