Service and Repair
Complete your service request online, print the document, attach SDS, and include it with the pump shipment to IWAKI Nordic.
At IWAKI Nordic A/S we have our own service workshop and many years of experience in handling our products. We can perform all repairs on your IWAKI pump quickly and correctly.
Our workshop in Hillerød has skilled technicians who perform all kinds of service, repair and replacement work on both pumps and systems.
This ensures that maintenance and repairs are performed correctly using only original spare parts. Our technicians work quickly and efficiently to minimize labour costs.
In addition, minor modifications can be made, such as trimming the impeller to a specific operating point, mounting the IWAKI units and testing the pumps. Our service department is also responsible for our 24-hour service which is staffed 24 hours a day, 365 days a year.
If your pump needs repair or service, you can either deliver the pump directly to our workshop in Hillerød or send it to our address in Hillerød, Denmark. It is important that you complete and enclose the service request form and your own SDS with your pump shipment. Without these documents we will not be able to perform service or repair your pump.
Breakdown?
We are available 24/7
For urgent service cases, contact IWAKI Nordic directly. We will help you with the next step and advise whether the pump should be shipped immediately.
In case of a pump breakdown:
- Contact IWAKI Service first
- Complete the service request form
- Print and enclose the document
- Attach SDS with your shipment
Frequently Asked Questions
Find answers to the most common questions about cleaning, documentation, shipment and service handling.
How do I clean my pump before service?
Before sending the pump to IWAKI Nordic, it should be drained, flushed and cleaned as thoroughly as possible. The purpose is to reduce residue in the pump and support safer handling during transport, receipt and inspection in our workshop.
All process liquid should be removed from the pump, and any remaining residue in the pump head, piping connections or other wetted parts should be flushed out as far as possible. This is especially important if the pump has been used with aggressive, hazardous, crystallising or otherwise difficult media.
Please also complete the service request form and include the relevant SDS with the shipment. This information helps our technicians assess how the pump should be handled safely and correctly from the moment it arrives.
Although we always treat incoming pumps as potentially contaminated and apply our internal cleaning procedure before service work begins, customers must still flush and clean the pump before shipment.
If you are unsure how to prepare the pump, please contact IWAKI Nordic before shipping.
I have rinsed my pump - is it considered clean now?
Not necessarily. Rinsing the pump may be part of the cleaning process, but it does not automatically mean that the pump is considered clean for service handling.
Customers should always flush and clean the pump as thoroughly as possible before shipment. This is important to reduce residue in the pump and to support safer handling during transport and receipt.
At IWAKI Nordic, we always treat incoming pumps as potentially contaminated. For that reason, all returned pumps are handled according to our internal cleaning procedure before service work begins. This is part of our normal workshop process and helps ensure consistent and safe handling of returned equipment.
Depending on the liquid previously used, residue may still remain inside the pump even after rinsing or flushing. This is especially relevant if the pump has handled corrosive, toxic, crystallising or otherwise hazardous chemicals.
For that reason, SDS must always be included with the shipment, and the service request form must be completed accurately. If there is any doubt about the medium, contamination level or safe handling, the pump may be placed on hold until the necessary information has been received.
If you are uncertain, please contact us before shipping the pump
How do I send my pump to IWAKI Nordic?
To send your pump to IWAKI Nordic, please start by completing the service request form. This gives us the necessary information about the pump, the reason for return, its condition, and the required contact details.
After completing the form, print it and include it physically with the pump shipment. The SDS must also be enclosed. This is important, as it helps us identify the pump quickly and ensures that our service team has the information needed to handle it safely upon arrival.
Before shipping, please make sure that:
- the pump has been drained and cleaned
- the service request form has been completed and printed
- SDS is attached
- any relevant return shipment details are included
The pump can then be sent or delivered to our workshop in Hillerød. If you are in doubt about the shipment, urgency, or what should be included, please contact IWAKI Nordic before dispatch.
I forgot to attach a copy of the service request form and SDS. What should I do?
If you forgot to include the printed service request form or SDS in the shipment, please contact IWAKI Nordic as soon as possible.
In some cases, missing documentation can delay unloading, registration, inspection or service start, because our team must first ensure that the pump can be handled safely and that the return can be matched to the correct customer and case.
To avoid delays, we recommend that you send the missing information immediately and clearly state:
- company name
- contact person
- pump model
- serial number, MFG
- shipment date or reference
Please note that service cannot begin without the necessary safety information. For that reason, SDS is a required part of the return process.
How long will my pump stay in your workshop?
The service time depends on the type of pump, the condition in which it arrives, the nature of the issue, and whether spare parts or further clarification are needed.
Once the pump has been received in our workshop, our technicians will assess its condition and review the information provided in the service request form. If anything is unclear, or if additional information is needed, we will contact you before proceeding.
For standard service cases, we aim to process the pump as efficiently as possible. However, lead time may vary depending on workshop workload, service complexity and parts availability. Urgent requests can be noted in the service form, but these remain subject to review and approval.
If timing is critical, we recommend contacting IWAKI Nordic before shipping the pump so expectations and priorities can be aligned in advance.
Preventive maintenance
Regular maintenance helps reduce unplanned downtime and extends pump lifetime. IWAKI Nordic can support inspection, replacement of wear parts and service planning based on pump type and operating conditions.
If you want to send a pump for preventive inspection or scheduled service, use the same service request form and indicate the purpose of return when completing the document.
Common causes of pump failure
Questions before sending your pump?
If you are unsure about cleaning, SDS, shipping or documentation, contact our service team and we will help you before the pump is sent.