"Special Orders" are not returnable. Once the part is on order, canceling the order may be impossible with some suppliers. Others charge as much 25% for restocking.. The lead times on special orders may be long, so be sure your client can wait. Restocking issues and longer delivery times  time is one of the main reasons we suggest you order from our "Express Ship" items. And, depending on the manufacturer, some items can not be cancelled at all. Special Orders are also not shipped free freight. UNLIKE  OTHER  DISTRIBUTORS, WE TELL YOU THE BAD NEWS UP FRONT - NO SURPRISES!

 BAD OUT OF THE BOX PARTS & WARRANTY REPLACEMENTS

 BE SURE YOUR PART IS REALLY BAD!

·          Many times parts are not bad or have been damaged by the installer or by an electrical surge. In all of these cases, NO MANUFACTURER will provide a no-cost replacement TO US OR TO YOU!

·          We can only provide a replacement after the Manufacturer gives us the approval that they will give us a replacement. This takes time. Plan ahead!

·          Each Manufacturer’s Bad Out of the Box Policy & warranty period differs, so test all parts before installing them (within a couple days of receipt to be safe).

·          Normally anything shipped for warranty repair is between the factory and you. We may provide the shipping info and get the Return Authorization for you, but the parts will ship directly to the manufacturer NOT US. Often, shipping to us only adds additional shipping charges and an additional delay. Call us for details about each manufacturer’s policies. However, hearing their policy from them is better than hearing it from us.

·          While we desire to help you in any way, we may not be the best choice to handle your warranty repairs.

·          Always keep a spare for any product you sell to use as an advanced replacement.

 CALL US FOR TECH SUPPORT BEFORE RETURNING ANY BAD PARTS

·          Do not ship parts to us, or the manufacturer for repair or replacement without calling first. You must be provided with a Return Authorization number and address before shipping.

·          Boxes shipped to us without a valid RA number will be refused and returned to you., adding additional delay and frustration.

• Over 90% of all parts shipped to the factory for repair are in fact WORKING PERFECTLY! So, be sure your parts is actually bad and never trust the telephone tech supports advice without proving it for yourself. Should the factory determine that your return is in fact working, it will be returned to you and there may be a bench labor charge. And.... you will now have a spare!

 IF YOU NEED AN ADVANCED REPLACEMENT

·          We are unable to provide a no cost replacement until the factory has examined your part and agreed to reimburse us for your part. EVEN IF IT’S BAD OUT OF BOX, THE MANUFACTURER MUST TELL US THIS! So our only option is to sell you another one. Unfortunately, we will be UNABLE to restock your purchase when your original part is returned from the Manufacturer (because it’s used).

• Some manufacturers will ship you an advanced replacement. However, they will charge your credit card for the part. This arrangement is between you and the factory.

• We can sell you an advanced replacement part and then credit your account when the factory credits ours (in the case of warranty repairs). We DO NOT issue refunds, credit is placed on your account toward future purchases.

• Should the factory deem the part as not covered under warranty, the part will be returned to you and no refunds of advvanced replacements will be made.

• Over 90% of all parts shipped to the factory for repair are in fact WORKING PERFECTLY! So, be sure your parts is actually bad and never trust the telephone tech supports advice without proving it for yourself. Should the factory determine that your return is in fact working, it will be returned to you and there may be a bench labor charge. And.... you will now have a spare!

RETURNS DUE TO ERRORS
Due to errors we or the Manufacturer make (Also see Bad out of Box & Warranty repair above)

BE SURE YOU RECEIVE THE CORRECT PARTS FOR THE JOB!

·          To avoid errors, please use our Webster to order or fax a printed purchase order, showing part numbers. If you need help selecting parts or locating part numbers, you will find our Engineers to be very helpful.

·          Please don’t make us responsible for parts you order that are not suitable for your application.

·          Check with our Engineers before placing your orders, and check your order as soon as it arrives.

·          Call us now (before you remove the parts from the box, and within 15 days of receipt) if you are in doubt.

·          Parts that have been installed and are not in the original boxes and/or without all hardware and manuals will not be restocked.

·         For Errors we make, you may restock within 15 days of sale. Check your order as soon as it arrives.

·        On restocks, we will issue you a credit towards future purchase, we DO NOT issue refunds.

RESTOCKING

 ·        Please don’t ask us to restock because:

·        Your customer changes his mind, keep the parts for your next job

·        You change your mind, keep the parts for the next job

• Special orders, Close Outs and Parts not listed on our Webster as "Express Ship" are not returnable without a restocking fee. Some may not be returnable at all! If in doubt, Call! Be sure you have a non-refundable cash retainer from your customer before ordering any parts, especially "Special Orders".

• Here are the requirements for restock.

  • Parts must be in new and never opened boxes, with all hardware and manuals.

  • A restock request must be made within 15 days of original purchase date (not date parts arrive).

  • The total amount of restock can not exceed 1% of your total purchase for the last 12 months.

  • Restocking is only accepted once per 12 month period.

  • Restocks are given as credit toward future purchases, not refunds.

  • Restock must be accompanied by a purchase of at least 1.5 times the cost of the restock.

  • No "Special Order" parts or factory drop shipped orders can be restocked. Parts must be from our normally stocked items: Call if in doubt.

  • Account must be up to date with no overdue balance.
    

ALC Warranty, Returns & Stock Rotation Policy

12/16/2009

AVOID ALC COMPONENT FAILURES

• Observe all local and national codes.
• Never attach, connect or wire a device with the power on. This is a major reason for ALC switch failure.
• Never let any high voltage wires touch the heat sink or metal casing of an ALC switch.
• Never let high voltage wiring come in contact with low voltage wiring.
• Pinched or shorted Auxillary (3-way) low voltage wiring will LOCK an ALC switch on or off.
• Crossing the + and – wires on the communication loop will result in a loss of communication with some or all switches on a branch.
• Label all wires and never exceed 500 total feet of wiring on any ALC branch.
• PUT ALL 900 WATT SWITCHES IN A SINGLE GANG BOX – Never break off the tabs to put them in a double gang (or larger) box. This reduces the wattage of the switch.
• Never exceed the capacity of the switch.
• Read all instruction manuals.

THE GOSPEL OF TROUBLESHOOTING (Believe in this before you call for help)

1. Startup failures are always wiring related!
2. At no time are two parts bad out of the box. Look elsewhere after swapping the first part out!
3. At no time will there be more than one failure at the same time (unless storm, surge or human induced)!
4. Use a Volt-Ohmeter to verify all voltages and wiring runs. You will be asked to do this when you call for support!
5. Shipping a part for repair most often creates delay and you end up with the same problem most of the time!
6. If you let the smoke out of it, it will not go back in and it smells bad (and of course voids the warranty)!
   

WARRANTY CLAIMS

 All components will be free from factory defect. Normal product failure during the first year (beginning the date of our shipping) will be repaired or replaced at our discretion. Stocking Distributors and Master Dealers receive an additional 6 months shelf time. Before making a warranty claim, contact Stewart Electronics Technical Support at 1-864-663-0013. Most failures are not related to actual component failures and many times the problem can be solved without returning any parts to us.

 Technical support will provide you with a Return Material Authorization (RMA) that must be on the outside of the box and also listed on a document inside the box detailing the problem. Shipments without an RMA on the outside of the box will be returned unopened.

  The failure rate for ALC products is very low. Less than .05% of units shipped have natural failures. Accordingly, most failures are caused by installation errors (highest percentage) or power and storm surges, none of which are covered by warranty. Non-Warranty testing is free. However once a part is determined to be bad, a minimum bench free of $15 is charged before a repair estimate can be provided. This bench fee is included in the repair cost that ranges from $40 to $100 depending on the part number in question should you decide to repair the unit.

 For warranty replacements or repairs, we will pay return shipping. For non-warranty repairs and replacements we will charge your credit card for the return freight and/or repairs and replacements.

 ADVANCED REPLACEMENTS

We will ship advanced replacements and charge your credit card for the purchase amount of the product before shipping the advanced replacement. Once a determination is made as to warranty eligibility and once the failed part is returned to us, your credit card will be credited. Distributors and Dealers/Installers will be sent a credit memo against future sales instead of a credit to their credit card.

 STOCK ROTATION POLICY

Stocking Distributors who maintain a $10,000 inventory level (Master dealers = $7,500) may return material for rotation once per year as long as a purchase order of 1.5 times the return amount accompanies the stock rotation. Stock rotation is not available for non-stocking distributors, installers or end users. Distributors and Master Dealer must have our application on file with us.

RETURNS

Returns from Distributors and Dealer/Installers must be in the original boxes, with all paperwork and hardware included. Returns from end users are not accepted.  Returns are accepted for 15 days after initial shipment. Installed parts are not returnable. Distributors and installers may return no more than 1.5% of the total order amount spent during the last 12 months (on all products). Be sure to pick the correct parts for your application. Not knowing which parts to order is not grounds for a return. Our sales and technical support teams are available to assist in your product selection but are not responsible for matching the product to your application. The final decision is yours. Returns are not available to end users. Distributors, Dealer & Installers must have our application on file with us.