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Sierra & Axis Return Policy

Sierra & Axis Return Policy

CONDITIONS FOR FREIGHT DAMAGE:

A thorough physical inspection of the unit(s) is required upon delivery, prior to signing the BOL. Any damages to the box(es), crate(s) or unit(s) must be clearly notated on the BOL. All freight damage cases must be analyzed by the Returns Department before accepting any return.

ACCEPTED FREIGHT:

    • All damages must be notated on the BOL.

    • PO number, serial number, pictures and written details of the damaged unit must be provided in order to process the return.

REFUSED FREIGHT:

    • In the event of refused freight, please notify us ASAP if a replacement is required.

CONCEALED DAMAGE:

    • Concealed damage can only be filed within 5 business days of the unit being delivered.

  • Provide the PO number, serial number, and pictures of the box, crate and unit in order for the case to be analyzed. (Please note that most of the time, these claims are declined, therefore it is very important the units are inspected before signing the BOLs).

Faulty Product and Warranty Returns

If a customer contacts us to inform us that a product is faulty and is not working as promised they may be able to make a warranty claim either with the manufacturer or with our supplier.

Most of our products are covered by a 1-10 year or even a lifetime warranty. Here is the process to follow to determine whether a faulty item is eligible for a warranty claim.

  1. We need to know how you have been using the product and what the problem is.

  2. We will contact the relevant supplier to confirm with them the process to be followed to make a warranty claim. 

  3. If the supplier is happy that the circumstances exist for a warranty claim we will clarify and ask them who has responsibility for honoring the warranty. Is it our supplier or the original manufacturer.

  4. If the supplier is responsible we will ask them to replace the product for you. We will contact you and ask you to prepare the faulty product for pickup if the supplier would like to collect the faulty product.

  5. If the original manufacturer is responsible then you may have to contact them directly to make a warranty claim. If this is the case please we will get the relevant contact details for you and pass them on. 

  6. If there is any dispute on any side with the process or the status of a warranty claim please notify [email protected] and seek further guidance as to what to do next.

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