How to Submit a Warranty Claim – Acme Vaccums

Making a warranty claim with Acme is straightforward. In most cases, our support team can assess and resolve your claim remotely — you won't need to ship your vacuum until we've confirmed a repair or replacement is needed.

Before You Submit: Check the Basics

Our support team will ask you to confirm you've already tried the following — completing these first saves time:

Reviewed the relevant troubleshooting guide (suction loss, won't turn on, etc.)
Cleaned the filter and cleared any blockages
Verified the issue is consistent across multiple uses (not a one-off event)

If your issue is an obvious manufacturing defect — the machine arrived damaged, a component failed immediately on first use — go straight to submitting the claim.

What You'll Need

Serial number — found on the label on the back of the main unit, below the battery compartment (format: AV12-XX-XXXXXX)
Proof of purchase — original receipt, order confirmation email, or bank statement showing the purchase. Must show retailer name, item description, and date.
Description of the fault — what the vacuum does (or doesn't do), when it started, and what you have already tried
Photos or video (if applicable) — for visible defects or unusual behaviours visible on camera, a short video strengthens your claim

How to Submit

Go to acmevacuums.com/support and click Submit a Request.
Select Warranty Claim from the request type dropdown.
Fill in the required fields: serial number, purchase date, retailer, and fault description.
Attach your proof of purchase and any photos or videos.
Click Submit. You'll receive an automatic confirmation with your case reference number.

What Happens Next

Assessment (1–2 business days): A support agent reviews your submission and may ask follow-up questions via email. Respond promptly to avoid delays.
Resolution options: Depending on the fault, our agent will recommend:
- Remote fix: A firmware update, replacement part dispatched directly, or guided self-repair
- Repair: Issue a prepaid return shipping label for you to send the vacuum to our service centre
- Replacement: For machines that cannot be economically repaired, a refurbished or new-unit replacement
Shipping (if required): You'll receive a prepaid label by email. Pack securely — ideally in the original box — and drop off at the designated courier point within 14 days of receiving the label.
Repair turnaround: 5–7 business days from receipt at our service centre for warranty repairs.

Tracking Your Claim

Log in to your Acme account at acmevacuums.com/account and navigate to My Claims to see real-time status updates. You'll also receive email notifications at each stage transition.

Expedited Claims (Care+ Premium)

If you have an active Care+ Premium plan, mention this in your submission. Care+ Premium claims are prioritised for same-day assessment and 24-hour express repair turnaround from our service centre.