FAQ

Frequently Asked Questions

General Questions

How do I know if I am within Coway’s service area?

Los Angeles (LA), Orange County (OC), Irvine, San Jose, San Diego, Las Vegas, Seattle, Portland OR, Dallas TX, San Antonio, Houston, Austin, North Carolina, Philadelphia, New York (NY), New Jersey, Washington DC (Virginia), Maryland, Atlanta GA, Chicago, Michigan, Florida, Richmond, Wisconsin, Indiana, San Francisco, Alabama, Tennessee — Free Installation Across the U.S.

What is Coway?

Coway was established in Korea in 1989 as a professional manufacturer of water purifiers.

Since then, we have made it our mission to offer the best solutions in home healthcare appliances and have extended our products to also include air purifiers, bidets, and water softeners.

In 2007, Coway USA was created, based in Los Angeles, California. Coway USA currently provides service in 15 locations throughout the United States.

Going forward, Coway will continue to innovate in the home health appliance sector and expand our service areas to bring everyone the care they need.

Rental

How does the rental program work?

Our rental program allows customers to easily use our home health appliances through monthly rental fees spread across multiple contract lengths. Included in this monthly fee are filter replacements and maintenance services (Heart Service):

1. Throughout the rental period, our servicing technicians replace filters at industry recommended intervals, ensuring the effectiveness of our products for our customer’s health and safety

2. Any necessary maintenance is included in the rental contract and will be promptly carried out by Coway’s expert technicians. (Damages due to customer negligence will be excluded from coverage.)

3. Appliances hygienically cleaned at every maintenance and filter replacement.

Monthly fee is determined by the contract length and optional registration fee ($0/$100). Providing a SSN and payments via ACH direct debit are required for rental agreements.

Upon completion of a contract, customers can re-rent the same or a different product at a discounted rate.

Do I return the product at the end of the rental period?

Our technicians will schedule a time with you to de-install the product at the end of the rental period, Alternatively, customers can continue using the product by continuing to pay the monthly rental fee. Customers who have completed their rental contract can cancel their rental contract without penalty.

Can I cancel my rental before the contract period is over?

Yes, You can. But Cancelling the contract before the full contract length has elapsed will result in a penalty charge. (60% of calculated daily rental fee times the number of unused days within the contract period.)

Can I purchase a product in the middle of my rental contract?

We apologize for the inconvenience, but it is not possible to change the contract terms during rental.

I am moving, what is the cost of dismantling and reinstallation?

If your new residence is within our service area, please see the following fees for relocation

1. De-installation at previous residence: $50

2. Re-installation at new residence: $50

3. Customer is responsible for moving the product to the new location.

4. If under sink drilling is required, an additional $100 fee is required. (Under sink water purifier only)

What if I move to an area outside of your service reach during a rental contract?

Unfortunately, rentals cannot be managed outside of our service area. Cancelling a rental will result in penalty fees as listed above. Transfer of rental is possible.

Can I transfer the rental contract? to another person?

• Yes. Transferring (change of name on product rental) is possible from 6 months after the contract start date until 6 months before the contract expiration date. Please see the following conditions:

• Transferor (giver): You must agree to the transfer of the product and rental contract to the transferee (recipient) and settle any previously unpaid usage fees.

• Transferee (recipient): After checking both the condition of the product as well as the contract terms and conditions, you must agree to 1) the transfer 2) the handling of personal information and 3) the contract and terms and conditions by Coway. Payment information is also required.

• For name change documents, please contact the call center and we will kindly assist you.

Purchase

If I purchase the product rather than renting, can I still get it serviced with filter replacements?

If you are within our service reach, you can receive filter replacements and necessary maintenance by subscribing to the membership service.

What is the membership service?

Membership provides Heart Service (see below) for purchased products. This includes filter replacement, product maintenance, and product sanitation. (At least 1-year subscription required/ a monthly membership plan automatically will be applied at the end of 1-year subscription)

How can I buy filters for my Coway products?

You can purchase filters on our website at coway-usa.com. Visit the filter section of your specific Coway product page for purchase options.

Products

Are there warranties on Coway products?

Warranties are provided for the duration of a rental period (apart from customer negligence). Customers who purchased a Coway product are provided a one-year warranty. Specific parts may have differing warranty periods. For any questions, please contact our customer service department.

Is there an installation fee?

There is no fee for basic installation. If countertop drilling is required, a fee of $100 will be charged. Other fees may be required in unique installation circumstances. Our technicians will assist you through this process.

I’ve made an order, when can I get my Coway product installed?

After a successful order, customers are contacted by the local service center within 2-3 business days to schedule installation.