Warranty and Return Service
The following outlines the process and procedures of a warranty incident from inception to closure. Benshaw’s warranty covers factory labor and parts on in-house repairs and parts and labor for on-site repairs. Benshaw’s warranty does not cover travel and living expenses to and from a job site.The following outlines the process and procedures of a warranty incident from inception to closure. Benshaw’s warranty covers factory labor and parts on in-house repairs and parts and labor for on-site repairs. Benshaw’s warranty does not cover travel and living expenses to and from a job site.
- Customer experiences a perceived warranty event
- Customer contacts Benshaw Technical Support (800) 203-2416 to make warranty determination. All warranties are provided in accordance with Benshaw Terms and Conditions of Sale as defined by Benshaw’s warranty policy
- If determined to be warranty/possible warranty pending evaluation, one of six warranty Return Material Authorization (RMA) types is issued:
- Warranty Parts Replacement – Previously known and defined part problem
- Warranty Missing Parts Replacement – Order was shipped with omissions
- Warranty Product Replacement – Part or assembly to be returned for warranty evaluation
- Warranty Out-of-Box Product Replacement – Part failure within 30 days, return part for warranty evaluation
- Warranty Repair – Assembly returned for repair/evaluation
- Warranty Retrofit/Rework – Assembly returned for rework to meet customer spec
Warranty Replacement and Warranty Out-of-Box RMA’s require a purchase order from the customer prior to issuing the RMA. This is to insure the return of the defective material to Benshaw for evaluation.
The replacement unit will be invoiced at the time of shipment. The RMA assigned to ship the replacement material is to be used for the return of the defective material. Credit will be issued for the replacement material pending receipt and evaluation. Material must be received within 30 days to be eligible for credit. Benshaw will complete the evaluation within 30 days of receipt or the credit will automatically be issued.
Download Benshaw’s Customer Satisfaction Handbook (PDF)
Download Benshaw USA RMA Request Form (DOCX format)
Open Benshaw Canada’s Product Return Request Form
