Thirty days to send stock back, three years if a device fails, and a written response time once you are on a retainer. A plant does not care about a returns policy — it cares whether someone picks up at 03:00 when a cold room alarms.
From the day the shipment is delivered, not the day it is ordered. Stock items in resalable condition are refunded in full within five business days of arrival at our returns address. Return freight is on you unless the fault was ours.
We do not make you post it back first. Report it and a replacement ships the same day from stock, because a crew standing in front of an open panel with a dead gateway is losing a commissioning window that took six weeks to schedule.
Every hardware line is covered for three years from the delivery date against failure in normal use — breakers that stop latching, metering that drifts outside its accuracy class, gateways that drop a bus, radios that fall off the network, cameras that lose low-light performance. Repair, replacement or refund at our option, and we pay the return freight.
The warranty transfers with the site if the plant is sold. That matters more than it sounds: the instrumentation outlives whoever signed the PO, and the next owner inherits a system they did not buy.
What it does not cover: water ingress into an enclosure rated IP54 that was left open, a lightning strike through the mains, a device operated outside its stated rating (a 63 A breaker does not cover a 100 A feeder), or firmware modified outside a signed release.
| Tier | Response | On-site | Coverage |
|---|---|---|---|
| Standard | Next business day | Within 3 business days | Mon–Fri 7:00–18:00 PT |
| Critical | 4 business hours | Within 24 hours | 24/7 |
| Critical + cold chain | 1 hour | Within 8 hours | 24/7 with escalation to a named engineer |
Response time means a person with the site file has acknowledged and started work, not that a ticket was created. Every contracted site has a named engineer who has been in the building.
Nothing on a stock return. Multi-site returns over 100 devices carry an 8% restocking charge, because every unit has to be re-tested and re-boxed individually. Nothing is charged when the error was ours — a wrong part number on our picking list is our cost, not yours.
Partner accounts follow the same 30-day window and 3-year warranty. Accounts on Net 30 receive a credit memo rather than a card refund, applied to the next invoice, and RMA credits are issued against the original PO so the reconciliation stays clean.
Cancel a stock order free any time before the label is scanned — usually up to 14:00 PT on the day of order. After dispatch it becomes a return. Build-to-order items can be cancelled up to 72 hours after the factory order is placed at no cost; after that, material is already cut and the cancellation is quoted case by case. Scheduled freight releases can be moved up to 48 hours before collection at no charge.