A. Policy. Product returns are subject to certain
restrictions as described herein. In the
event a Product does not comply with the Limited Product Warranty or Customer
discovers a problem with the Product upon delivery, Customer may contact
Picarro in accordance with the instructions below. Returns are also subject to the rights of return
processes below. If you fail to return Product within the applicable return
policy period or if the Product does not meet the rights of return and
processes under this Return Policy, the Product is considered accepted by you
and not returnable.
B. Rights of Return:
Permitted Product Returns.
Hardware: Unless otherwise
approved by Picarro, Products may not be returned after shipment. In the event Picarro approves return of any
Products prior to, or within thirty days of delivery, the Product must be in
its original packaging and unopened.
Damaged Products. Packages that are obviously damaged should be refused at the time of
original delivery attempt. If damaged Products are accepted from the carrier,
contact Picarro within 7 days after receipt of shipment to arrange for a
carrier inspection and a pickup of the damaged Products. All damages should be
noted on the carrier delivery record prior to the driver leaving your premises.
Please save the Product and all original box and packaging. Timely receipt of
this information is necessary to file a damage claim with the freight carrier
and avoid delays in returns and replacements.
Order Discrepancies. All order discrepancies (shortages, mislabeled product or overages)
must be reported to Picarro’s support department within 5 days of receipt of
Defective/Dead on Arrival (DOA). Report DOAs to Picarro’s support
department within 10 days of receipt of shipment.
Non Returnable Product (not all
inclusive). The following Products cannot be
returned to Picarro:
o Discontinued items
o Special ordered items
o Sample or Reference gases
C. Process. All returns must have a
Picarro return material authorization (RMA) number. If the return meets
Picarro's return guidelines, you may obtain a RMA number by contacting:
Picarro’s support department at 01
Picarro support service hours are 8:00 a.m. to 6:00 p.m. Pacific Time; or
By email, firstname.lastname@example.org
In order to expedite a return, please have the
following information on hand when requesting an RMA number: Client Account
Number, Invoice Number, Serial Number (if applicable), and the nature of the
issue and whether the package has been opened.
Once the RMA number is issued, please note:
RMA numbers issued by Picarro are
good for 15 business days only. Product authorized for return must be received
within such time period at the facility identified on your RMA instructions.
RMA numbers cannot be extended or
Clearly mark each address label of each package being
returned with the RMA number.
Picarro strongly recommends using
a reputable shipping carrier capable of providing proof of delivery, as well as
properly packing and fully insuring return shipments.
All returns MUST be 100% complete
o ALL original boxes and packing material;
o Have original UPC codes on the manufacturer's or publisher's boxes; and
Incomplete returns may be
returned to sender or subject to a minimum 25% restocking fee at Picarro's sole