Our commitment to our distributors states that if any standard product purchased from RLWS does not work, or if the incorrect product is shipped, return it in its original shipping container with all accessories for full credit or replacement within 30 days of purchase. Electronic components returned to RLWS must be packaged to prevent electrostatic discharge (ESD) damage in shipment. Packaging requirements are listed in the publication, “Protecting Your Components From Static Damage in Shipment,” available from our Returns Department. This policy and the 30-day limit also apply to products drop-shipped directly to your end user customer.

Please note that if the incorrect amount of product was shipped, RLWS must be contacted within 30 days of the purchase. Upon notification, we will immediately correct the situation.

We may, at our option, assess a restocking charge if the equipment was incorrectly specified for the application intended, and/or damaged beyond reasonable repair. The restocking charge is directly proportional to the amount of time and material required to return the item to resalable condition—we will make every effort to do this quickly and economically. Equipment that has been abused and/or shows signs of excessive wear and cannot be reconditioned and resold will not be accepted for return.

As Applied to Drop Shipments
All RLWS return guidelines apply to products drop-shipped to your end user customer. If a perceived error occurs, RLWS will investigate to the best of our ability to determine if the error occured prior to shipping, during shipping, or at the end user site. If our records and subsequent investigation indicate that the shipment was correct when it left our factory, our responsibility extends only to the distributor, not their end user. Our standard product warranty notes that our coverage extends only to equipment and systems properly installed by a distributor.

When returning equipment for repair or warranty reimbursement consideration, these simple steps will help to expedite your request:

1. Call our Returns Department at extension 5348.

2. Our Returns Department will fax or email you a form with your RMA number and instructions. If you do not have access to a fax machine, a return coordinator will help you over the phone.
Note: Distributors are responsible for purchasing insurance on the value of the equipment being returned to RLWS.

3. Please make sure that the RMA number is clearly written on the outside of the package (starting with “RMA”) to help us speed your package through our receiving process.

Special Order, Modified, Non-Catalog, or Non-Stock Items
Due to the added resources and difficulty in reselling special or non-standard products, returns or credit are not allowed for special order equipment, special software programs, equipment physically modified or altered in the field, discrete electronic components, relays, manuals, or opened software packages.

Test Weights
All weights returned for credit will be assessed a restocking charge because of the required inspection and verification. Credit is not allowed for calibration or traceable services performed on weights.

Carrier Product Damage
In accordance with standard business practice, we ask that all claims for products damaged in transit be referred to the freight carrier. All major carriers publish guidelines for dealing with damaged shipments. RLWS recommends that you become familiar with your carriers’ policies. Damage to shipments must be noted on your bill of lading and Rice Lake Weighing Systems must be informed immediately.

Repair Service Policies
Our Service Department is staffed Monday through Friday from 6:30 A.M. to 6:30 P.M., and Saturday from 8:00 A.M. to noon, Central Time. For those utilizing the conveniences of the internet, we have an e-mail address dedicated to technical support. Please contact us at service@rlws.com for answers to your technical questions and the status of repair products.

Standard Repair Service Policy and Rates
We provide quality and timely repairs for the products we sell. Prior to returning a product for repair, our Returns Department will work with you to determine some key factors that will help us better serve you. Please provide the following via phone or RMA form.

— Customer Number: Without a customer number we cannot issue an RMA number.

— Bill-to and Ship-to Address: Your customer number will bring up the bill-to address. You must inform us of the ship-to address if it’s different than the bill-to address.

— Original Sales and Invoice Orders: Required on warranty claims.

— Freight Type: Unless stated otherwise, we ship the device back to you utilizing the same freight type in which we received it. If RLWS is responsible for freight charges, the carrier will be selected at the sole discretion of RLWS.

— Definition of Product and Problem: Please provide as much detail as possible regarding the type of product, application, and problem. If possible, set unit to customer settings or factory default.

Once we receive the equipment and the RMA, we offer a free 15 minute preliminary evaluation. If we can establish a repair estimate in 15 minutes, there will be no minimum repair charge. If we cannot accurately establish an estimate of repair after the preliminary evaluation, a minimum charge of one half hour (or greater) will be charged.

You may be asked about the possibility of a new replacement product. It may be in your customer’s best interest to explore the option of purchasing a new product if the repair will exceed 50% of distributor net price, since new products carry full warranty benefits.
Please note that our hourly service rate on all current RLWS products is $105.00/hour suggested list price. There is a 90-day limited warranty on parts and workmanship performed and noted under the scope of the specific repair.

Balance Repair Policy and Rates
We offer repair support on the following balance models:
— All RLWS brand models
— All Ishida models distributed by RLWS
— All Shimadzu models distributed by RLWS
— Top loading industrial balances manufactured by Ohaus and Sartorious.

We do not support:
— Analytical balance service repair. This policy exists due to the lack of replacement parts and technical support from the original manufacturers.

Once we receive the equipment and the RMA form, we offer a free 15 minute preliminary evaluation. This preliminary evaluation entails a visual inspection and basic setup of equipment. If we can establish a repair estimate in 15 minutes, there will be no minimum charge.

If we cannot accurately establish an estimate of repair after the preliminary evaluation, a minimum charge of one hour (or greater) will be charged.

Please note that the hourly service rate on all current RLWS products is $105.00/hour suggested list price. All balance repairs are covered by a 90-day limited warranty on parts and workmanship performed and noted under the scope of the specific repair.

Load Cell Evaluation Policy, Repairs, and Rates
We support service, repair and warranty evaluation of all Rice Lake brand load cells. We also provide repair evaluation for other manufacturers’ load cells through each manufacturer’s established service policies.

Load Cell Non-Warranty Evaluation Notice
Effective April 1, 2002 Rice Lake Weighing Systems will apply a per unit flat rate charge of $45.00 for all non-warranty product evaluations.

This charge only applies to items returned outside the specific product warranty period, and will be waived if you proceed with a billable repair.

Field Service Rate Policy
For field service, we provide the services of highly-trained professionals for the following rate: $1,080.00 net per work day (not to exceed eight work hours). Additional daily hours are prorated at $150.00/hour.

An additional 50% charge is added for services performed on Saturday and Sunday. The distributor is responsible for travel expenses between Rice Lake, Wisconsin and the job location, regardless of the mode of transportation. We do not charge you for travel time, as it is included in the per day charge. Meals, lodging, and shipment of special equipment to and from the on-site location are billed to you at cost. Discounts are not applied to on-site support service rates.