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Device Support

Part replacement


For part replacements contact us with the contact form in this section, selecting the affected device and describing the issue and we will be in touch briefly. You can also contact us by dialing 787.753.7800 Monday to Friday between 8:00AM - 5:00PM (GMT-4). Warning: Refrain from using the device if it malfunctions, continuing to use the device may damage it further, and potentially voiding the warranty.




My device turns on but the lights don't


Inside every BonAir device, one to four light bulb (CIMR Cell) units work in tandem with other components to produce hydrogen peroxide gas. If these lights do not light up, your device is not producing hydrogen peroxide gas and needs to be replaced. See warranty section for more information, or contact support to replace the light bulb unit.




Product care


In order to ensure the quality and performance of your BonAir device, follow the following steps regularly:

  • When the maintenance reminder light is lit or every 30 days, remove the back of the device and clean the filter and back cover without water
  • Leave at least one inch between the back of the unit and any other objects such as furniture or walls
  • Do not operate without the rear lint screen and back cover installed
  • Do not operate near heat sources, fire, or combustible vapors or gases
Warning: Disconnect power cord from power outlet before servicing Do not look directly at the lit light bulb unit




Setting up my BonAir device


You've just purchased one of the most effective solutions for air disinfection and purification, what now? To get the most out of your device, place the device in an elevated location that is roughly in the middle of the room, apartment, facility or office. Make sure to leave at least 1 inch between the back of the device and any furniture or wall to allow unobstructed airflow. Lastly, point the unit towards the center of the room.

Optimal location for your device varies with your needs, sources of pollution or heavily used areas are always preferred.




Testing the air quality


If you have purchased the device+testing kit bundle you will receive additional documentation and a testing kit with your device. To test the air quality of your home or office, simply extract the cotton swab that comes with your bundle and gently roll it over a surface around your home or office. Once you have done this, insert the swab into the provided tube which contains a gelatin in the bottom. Make sure the swab is completely inserted into the gelatin. Make sure the sample is tightly closed to make sure pathogens that are outside your home or office cannot contaminate the sample. Now, simply take this sample to a laboratory for a culture test & reading. If you have purchased a device+test kit bundle in Puerto Rico or the Dominican Republic, we have partnered with pharmacies to conduct these tests free of charge. Look for the code, voucher or instructions in the documentation provided in your bundle. To see the effects BonAir had in your home or office, please allow the device to run for a minimum of 24 hours.




Choosing the right device for your home or business


All BonAir devices are calibrated to work effectively and safely when used in the right conditions. In order for the device to function correctly, the dimensions of your home, office or facilities needs to be within the maximum capacity of your BonAir device. These dimensions are measured in cubic feet. When selecting a product, please consider the width, length and height of the area where the BonAir device will be installed. Visit the online store for more information about specific devices regarding their maximum capacity.




My device is not switching on


First make sure the power outlet is working properly by plugging another device to make sure it is working. If the power outlet is working properly, make sure your BonAir device is plugged all the way. Make sure the back cover is properly installed.

If, after following these steps, your BonAir device does not power on contact support by using the contact form in this section.




How can I tell my device is working?


If the device is operating as intended, you will see a glow come through the grill of the device.




Support Videos


We have videos to illustrate how to perform certain actions such as maintenance, swab tests, or operating the device. For more information visit https://www.bonairtech.com/support-videos





Account

Problems or questions about my BonAir account


In order to better assist you with any issues, try logging out of your account, deleting your internet cookies, and clearing your browser cache. Once you have done this, log back into your BonAir account. If the problem persists get in touch with us using the contact form in this section.




Deleting my BonAir account


In order to delete your account you must contact info@bonairtech.net using the login email of the account that you wish to delete using the title "DELETE ACCOUNT". You can see your login email under My Account. Accounts with unfulfilled orders cannot be deleted for security reasons. You can also choose to unsubscribe from receiving notifications and communications by visiting your profile settings.





Warranty & Refunds

About BonAir warranty


BonAir devices include two separate warranties, a 90 day to 1 year warranty for the catalytic component/CIMR Cell (Depends on model) and a 3 year warranty for all other parts and components. See the User Manual for more information about your device's warranty. Warning: Refrain from using the device if it malfunctions, continuing to use the device may damage it further, and potentially voiding the warranty. Warranty is voided if damage to device is caused by poor care and lack of maintenance of the device.




Return & refund


For returns & refunds contact us with the contact form in this section, selecting the affected device and describing the issue and we will be in touch briefly. You can also contact us by dialing 787.753.7800 Monday to Friday between 8:00AM - 5:00PM (GMT-4). Warning: Refrain from using the device if it malfunctions, continuing to use the device may damage it further, and potentially voiding the warranty.




Part replacement


For part replacements contact us with the contact form in this section, selecting the affected device and describing the issue and we will be in touch briefly. You can also contact us by dialing 787.753.7800 Monday to Friday between 8:00AM - 5:00PM (GMT-4). Warning: Refrain from using the device if it malfunctions, continuing to use the device may damage it further, and potentially voiding the warranty.





Purchasing & Shipping

Problems or questions about an order placed with BonAir


Having issues with an order? Get in touch using the contact form in this section. All orders are delivered to the provided address within 15 business days. Events out of our control may delay this delivery, in such events, you may receive a communication informing you of any pertinent information.




Are there financing options available?


While we don't offer direct financing options, your state (for mainland US and Puerto Rico) may have measures in place to facilitate the purchase of equipment geared towards decontamination and disinfection.


Get in touch with us to explore possible options by using the contact form in this section.




Can I buy BonAir devices outside of Puerto Rico & Dominican Republic?


Yes! You can place an order online at any time by visiting our online store.





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