Return Policy
Horner APG, LLC.
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Return Policy Horner APG, LLC. |
1. General
This document explains the return policy of Horner APG, LLC. - Advanced Products Group, herein after referred to as "HE-APG" and customers, both primary and secondary customers. The basic HE-APG Limited Warranty reads in part that HE-APG warrants to the original purchaser that the product manufactured by HE-APG is free from defects in material and workmanship under normal use and service. The obligation of HE-APG under this warranty shall be limited to the repair or exchange of any part or parts which may prove defective under normal use and service within two (2) years from the date of manufacture or eighteen (18) months from the date of installation by the original purchaser whichever occurs first.
2. How to Return Materials to RMA Department via Fax or Online
a. Contact Information
Fax Number:
(317) 639-4279
Online:
b. RMA Return Procedures
1. Any materials to be returned to HE-APG must be accompanied by an RMA (Return Materials Authorization) Number, which is issued by HE-APG. You can request blank forms by sending an email message or sending a fax request to the RMA department or Customer Service department. The prefered RMA request is through the RMA submission system on the Horner website.
2. Fill out an RMA request form and either fax it or submit it online to the RMA department. Before an RMA is issued it is important to provide complete details on the request form.
3. Any product returned without an RMA number on the outside of the package will be refused and returned to sender unopened.
c. Restrictions
Unless noted otherwise, the following restrictions apply:
1. The customer is responsible for all shipping and related charges to return the materials to HE-APG. This includes but is not limited to custom fees, duties, and special handling.
2. Once an RMA number is issued, it is in effect for 30 days of issue.
Note: If the RMA with product has not been received within the 30-day time period, the RMA is canceled, and any receipt of products against that RMA may be refused.
3. Guidelines for Return for Credit/Repair and Return
Products that are returned to HE-APG for replacement or repair and then are to be returned to the customer are subject to the following guidelines:
The warranty for HE-APG products covers material and workmanship for products , which fall within the warranty time. Any product that has been subject to abuse or damage from improper use or care is not covered by warranty.
For Repair and Return:
A. For non-warranty repairs, the RMA department will send a quote by email message to the customer designated on the RMA. (Note: Secondary customers [such as an OEM purchasing through a local distributor] must be included on the information requested on the initial RMA Form.) Written authorization must be obtained by the RMA Department before repairing the unit unless pre-authorization is made.
B. If a BETA product is recalled, and a new production version is needed, a new purchase order for the production version (along with an RMA) is required for immediate shipment. When the BETA model is received in working condition, HE-APG will credit the BETA purchase order amount.
C. Return shipping charges are the responsibility of HE-APG if covered under warranty, and HE-APG will cover shipping back to customer using the same method by which the product was received by HE-APG (For example, if HE-APG received products overnight, it will ship overnight; if products are received surface, HE-APG will ships surface).
D. A minimum of $95 will be charged for each product that is not covered by the warranty regardless if a repair is requested or authorized by the customer.
E. A fixed charge of $95 per unit is added for a request for a one-day turnaround, expedited repair and return. The fee is waived for warranty items.
Return for Credit:
Products that are returned for credit within the warranty period are subject to the following guidelines:
A. The original purchase order number or the HE-APG invoice number must be provided with the RMA number and the returned materials.
B. Any materials returned for credit more than 90 days after the date of sale incur a minimum restocking charge equal to 20% of the original purchase price (per HE-APG invoice).
Send Returns to:
Horner APG, LLC. , RMA Department
59 S State Ave.
Indianapolis, IN 46201