1. INTRODUCTION
We have a dedicated Repair & Overhaul (RO) Center inside our facility. Our current turn-around time (TAT) is 28 business days depending on the level of repair after receipt of purchase order. Reference our FAA Repair Station Certification: OHTR662X.
2. WARRANTY
Arrowhead Products offers a warranty to the original equipment purchaser of any products, that it is free from defects in workmanship and materials. During the warranty period, Arrowhead Products provides warranty returns to the factory for repair or replacement of any part which is in non-conformance to its specifications. The details of this process are described in the “Returned Material Authorization (RMA) Process” in a later section of this policy.
Arrowhead Products may repair products which are not under warranty on a time and material basis at the then prevailing market rate for such services, as determined by Arrowhead Products.
To prevent damage in transport, the customer is suggested to return the product in its original protective packaging. Arrowhead Products is not responsible for any damage to the product during transportation to Arrowhead Products.
2.1 IN-WARRANTY REPAIRS
Arrowhead Products rigorously tests all its products to ensure optimum quality and reliability. If the failure symptoms described by the customer cannot be duplicated and the unit passes pertinent product testing, it will be reported as “No Trouble Found” (NTF) and returned to the customer.
At Arrowhead Products’ discretion, in the case of excessive NTFs, the customer will be responsible for service fees and shipping costs.
If a returned unit fails pertinent product testing, Arrowhead Products will repair the unit and retest to confirm that it has been restored to a functional state. Any replaced or repaired part has a ninety (90) day warranty or the remainder of the initial warranty period, whichever is longer.
2.2 NON-WARRANTY REPAIRS
Any service and/or repair requested for a product for which the factory warranty period has expired or has been invalidated because of customer-induced damage (resulting from misuse, abuse, missing components, or modification) is considered a non-warranty service. Refurbishment or upgrading of product to the latest specification is considered a non-warranty repair or service.
For non-warranty repairs or services, a non-refundable $400 evaluation fee will apply for any service and/or repair requested for a product. The customer must agree to pay this amount before shipping the defective product to Arrowhead Products. Upon receipt Arrowhead Products will examine the returned hardware and send customer a quote for the repairs, the amount of which will be based off the then-prevailing time and material rates as determined by Arrowhead Products. Arrowhead Products will not work on any repair until it receives a purchase order. If the customer chooses not to repair the hardware, the customer will be responsible for the cost of the repair evaluation and for shipping the product back to the customer. Arrowhead Products, at its discretion, may decide not to repair a non-warranty part.
3. RETURN MATERIAL AUTHORIZATION
A Return Material Authorization (RMA) number is required prior to returning any product for any repair, upgrade or advance replacements. Follow the “Product Return Procedure” instructions below to return your product to Arrowhead Products.
3.1 PRODUCT RETURN PROCEDURE
Follow these easy steps to return a product to Arrowhead Products for repair and/or replacement:
1. You need a valid user name, password and customer number to logon to the RMA request tool. If you do not have this information you can submit a request on line.
If you experience any RMA submission problem, please send an email to: Susie Sales at SSales@arrowheadproducts.net.
2. Complete our easy online RMA Request Form. The RMA Form will require you to complete all sections in their entirety. Contact information, Part Number and a Serial Number are all required. Without this information, the RMA ticket submission cannot be completed. (Under Construction)
If no RMA form is provided upon arrival the parts will be returned at the customer’s expense.
Please describe the reason for the return in the appropriate field on the RMA Form. This will help Arrowhead Products to test the product within its given parameters. Without this description, Arrowhead Products will run the standard tests on the product.
After all information has been completed, select the submittal button on the RMA Form. You will receive an instant RMA number via an automated response. Upon this receipt, select the Print button to print out the RMA Form and return it with the part/s.
Package your product and address it to Arrowhead Products / R&O address listed on the form. Make sure the authorization form is returned with the parts.
You will be contacted soon after your package has been received at Arrowhead Products with the estimated repair time, product replacement information and any applicable cost.
3.2 SHIPPING
For products under warranty, the customer pays shipping to Arrowhead Products and Arrowhead Products pays for return shipment.
For products not under warranty, the customer pays for shipping both ways
3.3 NORMAL REPAIR TIME
Arrowhead Products average repair time is 28 business days from the date we receive the Purchase Order depending upon the level of repair. Major US or International holidays are excluded as business days.
3.4 EXPEDITE OPTION FOR REPAIRS
Arrowhead Products offers a program to expedite repairs for an additional charge. Please contact Susie Sales for more information about our “Expedite RMA program”.