RMA Form  UPDATED Advance Replacement Request form  UPDATED Warranty Policy

Return & Warranty Policy The Return and Warranty Policy explains UTC Fire & Security's policy on product returns, warranty repair/replacements, nonwarranty repairs, credit returns, advance replacements, and other matters.  As stated in the Return and Warranty Policy, an RMA (return material authorization) is required for all product returns.  To request an RMA, contact the appropriate customer service center listed in the Return and Warranty Policy Statement or use the link below.  You will need the following information: Original PO number SKU/part number Serial number Important Messages regarding the Return and Warranty Policy If you have a:  Product that is faulty and out of warranty, the shipping costs and cost to repair will be charged to you. Costs incurred can be paid via purchase order. If you have a new, unused product within 60 days from the original shipment date, we will refund or credit your account. The goods will be returned to us at your expense. A 20% restocking and refurbishment fee may apply. A credit on your account must be used within one year from date of issue.   If you have purchased stock and found it is dead on arrival, contact customer service immediately. We can arrange for replacement stock for 60 days (from original purchase date) and in some cases, depending on equipment and availability a replacement unit can be supplied for 365 days. To return an item based on any of the above situations, please download the Return Materials Authorisation (RMA) form and submit to customer service by fax or email. Advance Replacement Request A unit will only be advanced replaced if is is Dead on Arrival (DOA) or fails within the first 30 days. Please note, this does not apply to items purchased from the Clearance Centre. Complete an Advanced Replacement Form and send to the customer service team.  A new unit will be sent out to you with an invoice, however upon receipt of the faulty unit, your new invoice will be credited. Please see below for important information with regards to Advance Replacements: The Company’s account will be charged for the replacement item and credited upon return of the faulty unit. The faulty unit must be returned within 30 days or the Company will be responsible for paying the invoice. The faulty unit must be returned with a copy of the RMA# supplied to the Company by UTC Fire & Security to the above specified address. Any unit returned with physical damage or fault caused by incorrect installation will not result in a credited Company account. Any unit returned without and RMA# will be shipped back to the Company at the Company’s expense (such expenses to be charged to the Company’s account). To receive an Advanced Replacement based on the conditions above, please download the Advance Replacement Request form and submit to customer service by fax or email. For further information please contact the Customer Service team: Phone: 1300 361 479 (within Australia) +61 3 9239 1200 (outside Australia) Fax: +61 3 9239 1298 Email: customerservice@gesecurity.com.au