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Product Questions

What do I do if I have a question about how to use your products?

For questions about product application including Directions For Use (DFU) and Operating Manuals as well as ordering information, please visit our Products page and select the appropriate product that you are inquiring about.

If you have questions regarding our products or require other non-technical assistance, please contact our Customer Service Department, Monday-Friday 8:00am-4:30pm EST.

Symbol Glossary

Where can I find the definitions of a Regulatory Symbol?

Review and/or download a copy of our Symbol Glossary

RE Directive

Where can I find the RE Directive?

Hereby, Buffalo Filter declares that the Surgical Smoke Evacuator radio equipment is in compliance with Directive 2014/53/EU.

Troubleshooting

Buffalo Filter's smoke evacuator lights are illuminated but no suction is provided. What might be causing this?

Potential causes for the smoke evacuator lights to be illuminated with no suction power include the following:

Problem Corrective Action
Filter is not seated securely Press filter into the nozzle
Filter is clogged Replace the filter
Vacuum tubing is clogged Replace the tubing
Motor/blower is obstructed Contact Technical Support

 If these corrective actions do not solve the problem, please call our Technical Support Department. 

My service light is on. What should I do?

The service light generally comes on when a unit has reached 500 hours of use which is approximately 75% of the motor's life. The light can be reset by pressing the up suction button and pressing the down suction button at the same time for approximately 10 seconds. If you have an older machine, you will need to press the up suction button and the filter re-set button at the same time for approximately 10 seconds. Illumination of this light is an indication the motor will require replacement in the future based on further usage. Pleae contact Technical Support to arrange service in the near future.

If the machine is making unusual noises or if there is decreased suction, please contact Technical Support for additional assistance.

Warranty Information

What products does Buffalo Filter provide warranties for?

Buffalo Filter currently provides warranties for our smoke plume evacuators.

How long is the warranty for the Buffalo Filter's smoke plume evacuators?

VisiClear® and the PlumeSafe® Turbo have three year warranties. All other Buffalo Filter's smoke plume evacuators have a one year warranty. 

If our unit needs repair and is under warranty, does Buffalo Filter provide a loaner unit?

For customers residing in the United States, Buffalo Filter will provide a Loaner Unit for up to three months upon request. Customers outside of the United States need to contact our Technical Support Department to discuss options available in your area.

If our unit needs repair and is NOT under warranty, does Buffalo Filter provide a loaner unit?

For customers residing in the United States, Buffalo Filter can provide a Loaner Unit for up to three months for a nominal charge. Customers outside of the United States need to contact our Technical Support Department to discuss options available in your area.  

Where is the Buffalo Filter service and repair center?

Our service and repair center is located at 5900 Genesee Street, Lancaster, NY 14086 USA.

What is the cost for a repair estimate on a unit that is not under warranty?

All requests for estimates are assessed a $100.00 fee. If the customer approves the repair estimate, the fee will be applied to the cost of the repair.

Where can I complete my warranty registration?

Warranty registration may be completed online under Product Warranty Registration.

Product Returns for United States Customers

What is the return policy for new and unused products?

To return merchandise that was shipped to you incorrectly, product that was ordered in error, or unused products or equipment used as part of an evaluation, please contact our Customer Service Department. Please note that there may be a restocking fee for returns. Products can only be returned within 1 year of purchase when credit is requested. A restocking fee may apply to returned merchandise. Please note that sterile products may not be returned, unless shipped to you in error. A Return Merchandise Authorization (RMA) number must be issued prior to any return.

What is the return policy inoperative or malfunctioning product?

If you are experiencing technical difficulty with a product, please contact our technical support department. If the product is determined to be inoperative or malfunctioning, please obtain a Return Material Authorization (RMA) number from Buffalo Filter and then complete the Return Material Authorization (RMA) Instruction form. Merchandise must be marked with this number prior to returning. Unauthorized returns will be refused. A restocking fee may apply to returned merchandise. Please be sure to include a copy of the return instructions form, the packing papers, and/or invoice with the return. Return Material Authorization (RMA) instruction form.

Product Returns for International Customers (Outside of the United States)

What is the return policy for inoperative or malfunctioning product for customers that reside outside of the United States?

If you are experiencing technical difficulty with a product, please contact our Technical Support Department at our email address. Provide your contact information, the product name, and if possible the serial number which can be found on the back label of the smoke evacuator, along with a brief description of the problem. Our goal is to respond within 24 hrs.

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