Commercial Products
Service Policies and Procedures

Effective January 1, 2007

Limited Warranty
Our 5-Year Guaranteed Product Replacement Warranty is a limited warranty that covers all AccessEZ™ and DirectSelect™ products. The warranty for our Series 4, Series 5, and our DC power supplies, audio amplifiers, custom control devices, and other commercial products is one year parts and labor. Please see our warranty statement for full warranty disclosure.

Out-of-Box Defects
Any product that fails initially will be replaced using a defect-exchange program. A deposit fee for the replacement item will be charged to the customer's credit card unless the customer has pre-approved open account terms. Alternately, if desired, a full refund for the defective item will be issued. Freight for exchange items will be prepaid via Ground Service. Any other method of shipment will be charged to the customer. The customer will be invoiced for the full current price of the replacement unit plus any applicable freight charges. When we receive the defective unit, a credit memo will be issued to clear the outstanding invoice except for any special freight charges that may be due. Defective units must be returned to the factory, freight prepaid, within 10 days for full credit to be issued. No credit or reimbursement will be made for any return that is received over 90 days from the date of the original transaction.

In-Warranty Service
We ship field replaceable circuit board assemblies or complete units within one working day for most service situations. These items are shipped COD at the deposit prices listed below. Visa, Mastercard, and American Express are acceptable if COD is not possible. Freight is paid via Ground Service only. Any other method of shipment is charged to the customer. When the defective item(s) is returned, a full refund or credit is issued (less any special freight charges). Items returned to the factory for credit must be returned freight prepaid. No credit or reimbursement will be made for any return that is received over 90 days from the date of the original transaction.

Out-of-Warranty Service
Replacement circuit board assemblies or complete modules are shipped COD or bankcard as above, but a service fee and all freight charges are deducted from the refund due after we receive the defectives at the factory. No credit or reimbursement will be made for any return that is received over 90 days from the date of the original transaction. Out-of-warranty service fees are shown below.

Returns to Factory for Service
Complete units sent to the factory for repair must be sent freight prepaid, whether in or out-of-warranty. Repaired units are normally reshipped within two working days. In-warranty repairs are returned to the customer at no charge, via Ground Service. Other methods of shipment are charged to the customer. For out-of-warranty repairs, the customer pays a service fee which includes labor and all necessary electrical parts. The service fee does not include return freight charges, shipping cartons, or any cosmetic parts. All repairs are sent COD or bankcard unless prior arrangements are requested and approved.

Self-Service
Some repairs may be performed by the customer. Service information, advice, and parts are available by calling the factory at 800-322-8346 during business hours. We do not pay labor charges incurred by a customer who chooses to do his own service. Also, self-service may void any claim a customer may have to warranty considerations.

Please contact the Factory for a Customer Return Number for ALL Service Returns.

This service policy supersedes all previous service policies.