Warranty / Returns Policy
Product Returns
Please refer to the relevant information below for our procedures and guidelines on our product returns process.
All goods that are to be returned to us must have a RMA number and documentation stating the reason for return, please complete the Returns Form or contact the Internal Sales Team to obtain your RMA number should you need to return goods. The return of goods is at the cost and responsibility of the customer. Any goods received without a valid RMA number or documented reason for return will not be processed and will be returned to the originator at their cost.
Once you have the RMA number you will have up to 30 days to return the goods tou our Edenbridge offices. If after 30 days of requesting an RMA you have not returned the goods, the RMA will expire and become invalid. You will need to request a further RMA before returning any products.
Warranty
All products purchased after the 1st January 2017 and paid for in full compliance with Sontay’s Terms and Conditions of Sale are covered by a 5 year warranty from the date the goods were despatched. The product warranty is void if the bar code label attached to the product has been removed or tampered with in anyway.
Warranty failures
All goods received and accepted with the correct documentation will undergo inspection to determine their condition, goods that are determined to have failed within the defined warranty period will be credited or replaced as requested.
Goods that are deemed by inspection and test to have been damaged by the user will be referred back to the customer for a decision on either return or disposal, after notification we will automatically return the goods to the originator after a period of 30 days without reply.
Should you require advance replacements to items being returned we will require you to place a new purchase order, then after inspection should any credit be due it will be placed against the original order.
Any goods received without a valid RMA number or documented reason for return will not be processed and will be returned to the originator at their cost.
Product Exchange
We offer to exchange products that have been ordered in error providing they are standard catalogue items, and have been returned within 60 days of purchase. These products will be inspected on return and if found to be in good condition for resale will be restocked for a 25% charge.
Should you require exchange of items in advance we will require you to place a new purchase order, then after inspection should any credit be due it will be placed against the original order less the 25% restock charge.
Please note that all customised “special products” and non-catalogue items are excluded from the product exchange programme.