Repairs and Returns

GENERAL RETURN POLICY

SENTRAN encourages our customers to contact us if there is any uncertainty prior to making a purchase to assure the best product has been selected for their application. Our Sales and Application team is here to help.

Please contact us at:
Phone: 909-605-1544 or
Email: si@sentranllc.com

If the product is found by SENTRAN’s evaluation to be defective in workmanship or materials, the defective part, or parts, will either be repaired or replaced, at SENTRAN’s election, free of charge and returned to the Buyer, transportation prepaid to any point in the contiguous 48 states. If outside of the contiguous 48 states, Buyer shall be responsible for all transportation charges. If evaluation by SENTRAN does not confirm any defect of workmanship or materials, or if SENTRAN evaluation indicates misuse or abuse of the product, SENTRAN’s regular charges for evaluation will apply, and the product will be returned to the Buyer, transportation collect, unless authorization is received to repair the product(s) in accordance with SENTRAN’s regular rates and practices.

CREDIT RETURN POLICY

Any product purchased can be returned for credit or exchange during the 30 days immediately following the date of shipment, by the original Buyer only. Product must be returned in “Like New” condition. This policy excludes returns for warranty consideration. Credit returns are subject to a restocking fee of not less than 20% of the list price or minimum of $150, whichever is greater. Only standard product may be returned for credit. Product that is considered custom or special builds, do not qualify for return for credit. Accessories, cables, services, and software do not qualify for returns.

The restocking fee is assessed to cover the costs of administrative, evaluation, testing, and handling operations that are required to certify the merchantability and condition of returned product(s). Any product which has been used or that requires any repair or refurbishment cannot be sold as a new product, and appropriate charges will apply. Used products are sometimes sold at discounted prices, or they are destroyed. All such items should be returned in their original packaging, or similar, shipment prepaid, and insured along with an explanation of the problem. Any damage not reported when the purchaser originally received the product(s) is also subject to reasonable fees. The purchaser will be advised of these fees at the time they are assessed. All items returned must be returned under an RMA (Return Material Authorization) number issued by SENTRAN’s Customer Service Group. The RMA number should be clearly marked on the outside of the box.

RETURN PROCEDURE

This procedure applies to all material return requests.

Return Request:

1. The Customer may call, email, or complete the form below, to initiate the return material request. SENTRAN’s Customer Service Group will require the following to issue a Return Material Authorization (RMA) number and return documents:
   • Company name, address, and phone number
   • Contact name, title, phone number and email address
   • Purchase order number for evaluation and/or repair charges
   • Product information including part number, serial number, and reason for return
2. SENTRAN’s Customer Service Group will send the Customer a Return Order Acknowledgement (ROA), plus a packaging (RMA) label with instructions for shipping the product back to SENTRAN. The product must be returned within 14 days of RMA issuance or the return order will be canceled.

Return Received:

1. Following receipt of the returned goods, SENTRAN will conduct a product evaluation. A complete Return Evaluation Report (RER) will be submitted to the customer detailing evaluation findings, warranty status and any applicable charges required for repair.
2. If the returned goods are covered by warranty, SENTRAN will immediately affect the repair/replacement and will return the goods as outlined under the General Return Policy above.

Disposition of Returned Goods:

1. If the returned goods are non-warranty, SENTRAN allows our customers 14 days to advise us of their desired disposition for the returned goods. The four categories of non-warranty disposition are:
   • No Problem Found (NPF); Evaluation and shipping charges apply.
   • Repair; Standard repair and shipping charges apply.
   • No Repair; Return to customer; Evaluation and shipping charges apply.
   • No Repair; Scrap at SENTRAN; No Charges.
2. If the Customer has not responded within 14 days of notification, the customer will be notified that the returned product will be scrapped at SENTRAN unless an immediate decision is offered concerning disposition.
3. If the product needs repair and is under warranty, it will be repaired and returned to the Customer as outlined under the General Return Policy above.
4. If a product requires repair and is not covered by warranty, the $150 Evaluation Fee will be waived if the customer chooses to proceed. Once repaired, the product will be returned, using the Customer’s specified shipping method and the Customer will be billed for repairs and shipping costs.
5. If the product is determined to have No Problem Found (NPF), SENTRAN Customer Service will inform Customer of available options.