RMA Policy

DUNCOR Customer Return Policy

For any questions about this policy or any of the documentation mentioned below, please contact your DUNCOR customer service representative. This policy applies to all customers of DUNCOR.

General Guidelines

• Returns require a DUNCOR Return Material Authorization (RMA) Form and reference to the original Sales Invoice Number.
• Returns will not be accepted without prior authorization. Unauthorized returns will be subject to additional fees as outlined below.

New Parts

1. Eligibility:
   • New parts must be returned within 45 days of the invoice date.
   • The following items are not eligible for return:
     • Custom or non-standard parts.
     • Parts installed on equipment.
     • Chemical or hazardous materials.
     • Shelf-life items.
     • Electrical components.
     • Drop-shipped or specially ordered parts.
     • Parts without original packaging or traceability.
2. Condition:
   • Parts must be in new, sellable condition, in their original packaging, with all original documentation.
   • If the part was shipped with certifications (e.g., 8130), the same certifications must accompany the return.
3. Restocking Fees:
   • Authorized returns are subject to a 15% restocking/processing fee (minimum $50).
   • Unauthorized returns will incur a 100% restocking fee or $350, whichever is higher, plus a 25% administrative fee.
4. Shipping:
   • All returns must be shipped prepaid to the address specified on the RMA form.
   • Returns shipped to the wrong address will be deemed unauthorized.

Warranty or Defective Parts

1. Eligibility:
   • All warranty returns must include:
     • A DUNCOR RMA Form.
     • A Warranty Administration Summary Form.
     • The original Sales Invoice Number.
2. Condition:
   • Parts must be returned in undamaged condition with detailed documentation, including usage and any reported issues.
3. Exclusions:
   • Returns will not be accepted for:
     • Items beyond 12 months from the shipment date (unless under vendor recall).
     • Hazardous materials or parts without traceability documentation.
4. Shipping:
   • Warranty returns must be shipped prepaid to the address listed on the RMA form.
   • Non-compliance with shipping instructions will result in unauthorized returns.

Cores

1. Eligibility:
   • Cores must be returned with an RMA Form, Core Invoice Number, and relevant failure report.
   • Cores must be returned within 30 days of the invoice to avoid additional fees.
2. Condition:
   • Cores must be in "as-removed" condition, with no disassembly or missing parts.
   • Damaged or irreparable cores may be subject to additional fees.
3. Fees:
   • Unauthorized returns will incur the following:
     • A 100% restocking fee or $350, whichever is higher.
     • A 25% administrative fee.
4. Shipping:
   • Cores must be shipped prepaid to the address specified on the RMA form.
   • Non-compliance with shipping instructions will result in unauthorized returns.

Used Serviceable Materials (USM)

1. Eligibility:
   • Returns require an RMA Form, Sales Invoice Number, and relevant failure report.
   • Items not eligible for return include:
     • Hazardous materials.
     • Installed parts.
     • Items not in original packaging or with no traceability.
     • Shelf-life items.
2. Condition:
   • Parts must be in original, sellable condition, with all accompanying documentation.
3. Restocking Fees:
   • Authorized returns are subject to a 15% restocking/processing fee (minimum $50).
   • Unauthorized returns will incur a 100% restocking fee or $350, whichever is higher, plus a 25% administrative fee.
4. Shipping:
   • Returns must be shipped prepaid to the address specified on the RMA form.
   • Non-compliance with shipping instructions will result in unauthorized returns.

Unauthorized Returns

For returns without an RMA or that fail to meet the above conditions, customers will be subject to the following:

1. A 100% restocking fee or $350, whichever is higher.
2. A 25% administrative fee.
3. Responsibility for all costs associated with the safe handling or disposal of unauthorized items, including hazardous materials.

Effective Date: [02/27/2018]