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Returns and Refund Policy
Across International’s (AI) Return Material Authorization (RMA) and In Filed Service (FS) Policy: Our policy is to help us fix your product in a timely manner. All steps must be followed using this policy; if they are not followed, additional costs can be added to your repair, regardless of warranty status. Please follow the steps below: (Any alternation, rework, or misuse will not be covered by the warranty).
Please contact our Service Department via email or telephone to discuss the issue. Some issues can be corrected in the field without the need for returning the unit(s) to us or servicing the unit(s) in the field. For Return Material Authorization (RMA) see section 1, and for In-Field Service (FS) see section 2.
SECTION 1:
PLEASE READ ALL INFORMATION IN THIS POLICY PRIOR TO SHIPPING BACK TO ACROSS INTERNATIONAL.
Step 1: Any product returned to us requires an RMA number. This number will be issued only after contacting us. We will make a determination as to whether or not the product is under warranty. If the product is not under warranty, upon receiving the unit(s) an estimate of the charges for the repair will be provided.
Step 2: Once an RMA number has been issued, return the unit(s) to either our Nevada or New Jersey office (our Service Department will specify which location) using a shipping service with tracking. All returns/repairs are to be shipped to us at the customer's expense regardless of warranty status. Be sure to package the unit(s) properly for shipment. (Below is the process for preparing to package and ship.)
- Drain any liquid from the unit(s) which may impact shipment. Clean unit(s) of residue, dirt, etc. (as applicable) Unit(s) must be returned in condition safe to handle without any protective gear (gloves, masks, etc.). Decontaminate and clean as needed.
- Defective items must be returned within 10 days of receipt of the replacement. If they are not returned, we will charge you for the replacement.
- Due to occasional transportation issues, please take pictures or a video of how you packaged the unit(s) and send us a copy for verification once unit(s) arrive, and if possible, take pictures or a video of what failed and send it to us.
- Unit(s) shipped without an RMA Number and Serial Number on the container, and unauthorized collect shipment will be refused and returned to you. If the shipment is refused, you become responsible for all freight costs (both to Across International and back to you), regardless of the warranty status.
- Whenever possible, the original packaging material should be used. If unavailable, unit(s) should be packaged as closely as possible as original shipment with unit(s) standing upright and using foam to not incur any damages in shipment.
- For freight shipment (100 lbs./45 kgs. and over), shipment must be delivered in a dock-height vehicle. We are not responsible for any damages incurred due to improper packaging. This includes both electrical and mechanical damage. We do our best to return the unit(s) with the same settings, but we can't guarantee this in all cases our return shipping address is located below on this policy. Wrap loose parts, such as reservoir cover, in protective padding (bubble wrap or similar), to prevent them from scratching or otherwise damaging the unit(s) during transit.
Step 3: Once your RMA unit(s) is received, an evaluation of the damage or issue will be performed. It's important that you provide us with contact information in the event we need to discuss the issue with you. If we cannot reach you in 30 days, we may charge you for storage. Once our evaluation has been completed, we will provide a detailed estimate of any charges for non-warranty repairs. For warranty repairs, we will repair or replace the unit(s) at our discretion. If charges are due for the repair, we require prepayment via a purchase order (for net 30 customers) or payment in advance. For warranty returns, the warranty will remain in place for the duration of the original unit(s). Warranty for items with a no issues found (NIF), the customer will be responsible for all return shipping charges. Items returned for refund will be charged a restocking fee.
Step 4: Once the repair has been completed, the unit(s) will be returned to you with a failure analysis report (FAR) describing what we found and how we corrected the issue. For warranty items, we pay the return shipping charges back to the customer for the unit(s) if located in the USA. Regardless of warranty status AI is not responsible for out of country shipping charges. For non-warranty items, the customer is responsible for return shipping charges.
NOTE: In some scenarios, we may send you a replacement/loaner item(s) to/while repairing a unit(s). In case of return failure of a replacement/loaner item(s) in 30 days, we will invoice you the price of the item(s).
NOTE: If a unit is returned within 30 days of purchase, it should be returned in original packaging with all accessories. In case of return failure of a accessories item(s) in 30 days, we will invoice you the price of the item(s).
SECTION 2:
PLEASE READ ALL INFORMATION IN THIS POLICY PRIOR TO SCHEDULING THE FIELD SERVICE.
Note: If it was decided to send a technician/engineer to field service a unit(s) and no issue(s) are found or the issue(s) that are found are due to customer misuse of the unit(s), then customer will be responsible for travel expenses and labor.
NOTE: If a customer re-work on a field labeled certified unit to UL/CSA standards by Intertek (ETL); certification will be voided, and customer will be responsible for recertifying the unit and travel expenses of both Intertek and Across International personnel.