If the product is found by the Seller's inspection to be defective in workmanship or materials, the defective part, or parts, will either be repaired or replaced, at the Seller'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 inspection by Seller does not disclose any defect of workmanship or materials, or if Seller's inspection indicates misuse or abuse of the product, Seller's regular charges for inspection 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 Seller's regular rates and practices.


Any product purchased can be returned for credit or exchange during the 30 days immediately following the date of shipment from Seller, by the original Buyer only. This policy excludes returns for warranty consideration. Credit returns are subject to a restocking fee of not less than 20% of the list price of the product(s) returned. Custom products, or products produced to Buyer's specifications, cannot be returned for credit.

The restocking fee is assessed to cover the costs of administrative, inspection, testing, and handling operations that are required to certify the merchantability and fitness 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.


This procedure applies to all material return requests.

Return Request:

  1. The Customer may call, email, or otherwise notify Sentran Customer Service of their return material request. Customer Service 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 inspection and/or repair charges
    • Product information including part number, serial number, and reason for return
  2. Sentran 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 4 weeks or the return order will be canceled.

Return Received:

  1. Following receipt of the returned goods, Sentran will conduct an inspection/ 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 effect 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 30 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 30 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 $35 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.