Product Warranty Returns/Repair/Credit Memos

Warranty Returns:

Please refer to standard warranty statement to identify what is covered under warranty. Product warranty returns must be coordinated by the customer originally invoiced for the product. An RMA/Warranty/Repair Request form will be sent by PTI for completion and return to PTI. Once the RMA/Warranty/Repair form is received, a work order number will be issued for the return request. Please include the work order number in the ship to address of the return label. Products received by PTI without a work order number included on the shipping label may be refused and returned to sender. WO#’s are only valid for 30 days from date of issue. If the product is not covered under warranty, PTI will evaluate the product and determine the estimated repair costs. Please refer to “products repair” for a description of how repairs are handled. Return shipping costs for products that are not covered under warranty are at the customer’s expense. If the product is covered under warranty, there is no charge for repair/replacement of the product. Shipping costs to return the product(s) back to the customer are the expense of PTI. A $55 evaluation fee will be charged for any equipment returned for warranty evaluation that upon evaluation is determined to be in working order.

Product Repairs:

PTI will issue a RME/Warranty/Repair form that will need to be completed and returned along with a PO for the evaluation and repair. The product evaluation fee is $55. Prepayment is required unless credit terms are already established. Customers with established credit terms will need to issue a PO with the line items that reads: “Product Evaluation/Repair”. Once the RMA/Warranty/Repair form and PO are received, a WO# will be issued. Include in the SHIP TO address of the product being returned for evaluation. Products received by PTI without a WO# will be refused and returned to the sender. WO#’s are only valid for 30 days from date of issue. “Repair estimates are typically available within 4 to 5 days upon receipt of product. PTI will issue a quote for the cost of the repairs after the product evaluation has been completed. Repairs will be made following written confirmation of acceptance of the repair quote. When repairs are made, the $55 product evaluation fee will be applied to the cost of repair. Written authorization to modify the original PO for the repair is required or 2nd PO.

Product Returns for Credit:

Product returns must be coordinated by the customer originally invoiced for the products. Any product being returned for refund/credit must include the RMA# issued by PTI. Reasons for PTI issuing an RMA# are: 1) Over purchase for a job, 2) Products incorrectly ordered, 3) Incorrect product fulfillment. A minimum 20% restocking fee will apply on all product returns for standard products, returned in NEW/UNUSED condition within 30 days from date of shipment. Additional fees may apply for products returned for credit after 30 days from the date of shipments. Custom or non-standard products WILL NOT be accepted for return/credit. Any product returned must be in NEW/UNUSED condition; never powered up, returned with ALL original literature, accessories, and packaging. Once the product is received by PTI, it will be evaluated to determine if it is in NEW/UNUSED condition. If it is determined that the equipment is not in NEW/UNUSED condition, the restocking fee will be adjusted accordingly. RMA returns must be evaluated prior to PTI issuing a credit memo. DO NOT issue on internal Debit memo the time of the return as it will create confusion with PTI’s internal accounting system and yours. This could result in a credit hold while accounting sorts out the mistake. PTI reserves the right to refuse any product returned that is not in NEW/UNUSED condition. In this case the product will be returned at sender’s cost.