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RMA Terms and Conditions

Acceptance of Contract Terms

Please read these terms and conditions carefully before using ticking the box on the RMA request form because by submitting the RMA form indicates your acceptance of these terms and binds you to them. You therefore accept the turnaround times listed below and confirm that your purchase order will cover up to the estimated repair charges listed below. Should you wish not to accept these Terms and Conditions in full, you must contact your local Business Centre for further help. Any instrument returned without an assigned RMA number will be returned and the customer will be invoiced for the freight charge. Please note that these terms are additonal to Servomex standard terms and conditions.

Return Shipment Packaging

Original packaging must be used if available to minimise the potential for shipment damage. If the original packaging is not available then a suitable carton with fully supportive foams/polystyrene chips must be used.

If instruments are damaged during return shipment, Servomex will use its discretion to determine whether the item is still repairable. Damaged items will be deemed out-of-warranty and will not be repaired under warranty.

Decontamination

To ensure the safety of Servomex personnel, and to comply with the below-listed legislation, you are confirming that the returned instrument has been completely decontaminated and therefore poses no possible toxic, corrosive, irritant, flammable, radioactive or biological hazard to any Servomex personnel required to unpack, handle, examine, maintain or repair it.

• Health and Safety at Work Etc, Act 1974
• Control of Substances Hazardous to Health Regulations 1988
• Ionising Radiations Regulations 1985

Should an instrument be considered dangerous to personnel then Servomex will either decontaminate the analyser and charge for the customer €200 for the procedure or the analyser will be returned to the customer unrepaired and the customer will be invoiced for the freight charge.

Repair Turnaround Times

Servomex offers a standard turnaround time depending upon which instrument is being returned:

• Servo Flex Portables (262, 570 series, 5000 series, etc.) 5 days
• Servo Tough (1800, 1900, 2200, 2700) 10 days
• Servo Pro (1400, K1000, K2001, 4000 series, 5400) 10 days
• Transducers (1210 Gfx) 10 days
• Servo Tough SpectraExact (2500, 2510, 2520, 2550) 15 days
• Servo Pro GC (K4000) 15 days
• Discontinued (700Ex, 1100) 15 days



Service and Calibration

Every instrument returned for service and calibration will be cleaned and then have all consumable parts replaced. The instrument will then have a two point calibration with a mid point check using a certified gas and a signed calibration certificate will be supplied.

Servomex offers a standard pricing policy for instruments returned for service and calibration as listed below:

• Servo Flex (262, 570, 5000 series, etc.) €445
• Servo Tough (1800, 1900, 2200, 2700) €760
• Servo Pro (1400,4000 series, 5400) €635

Please note that because the 2500 and K4000 analysers are bespoke by design; we are unable to accept these for service and calibration.



Instrument Repair

When returning your instrument for repair through the RMA system you are agreeing that your purchase order will cover upto the prices listed below, although you will only be charged for the actual parts and hours used during the repair. Should the charge exceed these estimates then the you will be notified immediately by way of a repair estimate and the repair will be put on hold until we have your consent to continue.

Experience has shown that there is an average price for the repair of each type of instrument, as listed below:

• Servo Flex (262, 570, 5000 series, etc.) €1,250
• Servo Pro (4100, 4200, 4900, K2001) €3,800
• Servo Pro (1400/1440) €2,550
• Servo Tough (1800, 1900, 2200, 2700) €1,900
• 1100/700EX old analysers €3,175
• 1210 GFX Transducers €1,900

Please note that because the 2500 and K4000 analysers are bespoke by design; we are unable to give an estimated repair charge and these analysers will be quoted before the repair is carried out.



Disposal Charge

Should you the repair estimate exceed the above stated prices and you decide not to proceed with the repair, then the instrument can either be returned or, with your consent, Servomex can dispose of your instrument for the below prices:

• Servo Flex (262, 570, 5000 series, etc.) €380
• Servo Pro (4100, 4200, 4900) €635
• Servo Tough (1800, 1900, 2200, 2700, etc.) €635
• 1210 GFX Transducers €255



Repair Warranty

Instruments that are shipped to the customer may be new or repaired but will be certified functionally equivalent to the original product and will be warranted for the remainder of the original warranty or 90 days whichever expires later.



Out-of-Warranty

An instrument whose warranty has expired or which has been damaged or misused (i.e. process contamination) will be determined to be out-of-warranty. The customer will be notified that the instrument is deemed out-of-warranty and will be sent an estimate for the repair. Should the customer decide not to have the instrument repaired, then a purchase order for the investigation charge must be supplied. If the customer has decided to take advantage of the ‘new for old’ policy then the instrument will be returned to the customer and the investigation charge will be waived.



New for Old Policy

When an instrument is returned under the RMA process, which is either very old or has excessive damage (i.e. heavily contaminated) resulting in the repair charge likely to exceed 50% of the price of a new item, Servomex reserve the right to offer a new replacement at a discount of up to 25% off list price.



RMA Closing Procedure

If Servomex has not received the RMA requested instrument from the customer within thirty days of the RMA assignment date, the RMA will be closed.

If Servomex do not receive the customer purchase order within 30 days from receipt of the returned instrument, for either the investigation charge or estimated repair charge, then the instrument will not be investigated and will be returned to the customer. The customer will be invoiced for the delivery cost.

If Servomex do not receive the customer purchase order within 30 days from sending the repair estimate, then the instrument will be returned to the customer and the customer will be invoiced for the investigation charge and the delivery cost.
If the customer has decided to take advantage of the ‘new for old’ policy then the instrument will be returned to the customer and the investigation charge will be waived.

The repaired instrument will be despatched to the customer with a suitable repair report and calibration certificate (if required) and the customer will be invoiced for the work completed (if out-of-warranty) and the delivery charge. Servomex will then close the RMA.