If you believe your product is faulty and requires inspection, whether for warranty assessment or repair quotation, please follow the process below.
Goods Returned Process
Before Returning Goods - IMPORTANT
Before Returning Goods - IMPORTANT
- Contact our Technical Support team for them to prepare a Goods Return Authorisation (GRA) form.
- DO NOT return any goods until the GRA has been provided to you via email.
Information you'll need for us to generate a GRA form
Information you'll need for us to generate a GRA form
- Product Serial nunber
- Site Name
- Date of installation
- Company name
- Contact person
- Email address and phone number
- Detailed description of the fault/issue
- Any error or alarm messages
- Steps already taken to troubleshoot the problem
- Photos or videos of the installation (where helpful)
If you do not have a serial no, then the following information will also be required:
- Model or part number
- Product description
- Date of purchase (if known)
- Invoice number or purchase order (if known)
Preparing the Return
Preparing the Return
Before shipping the product:
- Remove any chemicals or process fluids where possible.
- Decontaminate equipment that has been in contact with hazardous chemicals.
- Package the product securely to prevent transport damage.
- Include a printed copy of the GRA form emailed to you
Important Information
Important Information
- Returns received without the completed GRA Form may be delayed or refused.
- Products damaged in transit due to inadequate packaging may not be covered.
- Warranty does not cover damage resulting from incorrect installation, misuse, abuse, modification, chemical attack, or normal wear and tear.
- Products found not to be faulty or not covered under warranty may be subject to inspection, testing, repair and freight charges.
- Freight to CWC is the customer's responsibility unless otherwise agreed.
- Warranty replacements or repaired goods will be returned in accordance with our warranty policy.
