WARRANTY RETURNS PROCESS - FULL DETAILS

  1. Before returning the product, please download a copy of the RMA form by clicking here. Please complete the form each occasion you wish to return products, including the following detail:
    • Full name and address, including an email address for relevant communications
    • Your account number, which can be found on any order acknowledgement, and will be used to quicken the disposition process
    • The full part number, either your own or ours can be used
    • The description of the product
    • The basic failure mode
    • The Defect Code which is provided in the form of a convenient drop down menu
      • Any additional comments on the nature of the fault. Additional detail will help us tailor our testing and allow for better root cause analysis
    • Indicate whether products failed whilst in service or during production
    • Where applicable, add your own reference to aid future cross referencing
    • Denote whether you would prefer Free of Charge replacements instead of a credit
    • State whether you wish products that meet specification, i.e.: fit for purpose), to be returned to you. All products found to have no fault will be will be disposed of unless otherwise stated
    • Indicate whether you would like to receive a test report
  2. Once completed, please email the completed form to returns@citytech.com. To reduce total turnaround time, City Technology do not issue an RMA number in advance.
  3. Place a hardcopy in with the returning sensors and ship the product. Please note that receipt of sensors by CTL is not an admission of liability.
  4. Once your return is received at City Technology, a unique reference (RMA) number will be added to the form, and emailed to those contacts listed on the form, within 48 working hours, as acknowledgement of receipt. Please use this number in any future correspondence. Any discrepancies will be noted (this includes sensors that are out of warranty; discrepancies in quantities and descriptions), and communicated.
  5. Upon completion of our investigation, the disposition will be noted on the RMA form and emailed to you. Our goal is to complete this activity is 20 working days.
  6. Where applicable, a credit memo or notification of replacement products will be emailed within 4 working days. Additional time may be required if a test report is requested, and this will be communicated to you.
  7. When returning goods under warranty all accompanying documentation should clearly state that they are defective goods and of 'no commercial value'.
  8. It is permissible to return a mixture of Sensoric & City products on a single return form however separate RMA numbers & credits will be issued, not necessarily at the same time.
  9. Outer packaging must be clearly identified as Warranty returns & shipped to:

c/o Returns Dept.
City Technology
City Technology Centre
Walton Road, Portsmouth
Hampshire, PO6 1SZ
United Kingdom

Should you have any questions regarding our warranty returns process then please don't hesitate to contact your customer services representative.

Effective Date: 21st June 2019