Everyone at Osborne Industries believes that loyal customers
are our most important asset. Your satisfaction is just as important to
us as the quality of our products is to you.
We need your thoughtful help whenever you return a damaged or
possibly defective product so that we may provide you with prompt, appropriate
complete the Return Materials Report (RMR) as completely as possible and
follow the steps below to help us to recover as much information as possible
for effective, corrective action.
1. WHERE TO SHIP RETURN GOODS
1.1 All products that can be shipped
UPS are returned direct to the Osborne Industries factory at 120 N. Industrial
Ave., Osborne, KS 67473. Products too large for UPS are returned to
the local Osborne Sales Center warehouse via the Osborne Territory Sales
Manager, on your truck, or by other means with prior authorization by Osborne
1.2 All products must be thoroughly
cleaned by the customer prior to return. A cleaning charge will be
assessed if returned products must be cleaned by Osborne Service personnel
prior to examination or repair. All electronic components are cleaned in
our service center prior to inspection to avoid the potential of
cross-contamination with other used and new products.
1.3 Returned products should be
packaged in original or similar cartons to avoid damage during shipment and
should be clearly marked or tagged with the customer's name and address.
Shipments should be accompanied by a packing slip and completed RMR form with
an address designated for return shipment. If no address is designated
for return shipment, repaired or replacement products will be returned to
1.4 We reimburse UPS or authorized
freight costs, if any, for all warranty service or warranty replacement items.
2. FILL OUT RETURN MATERIALS
2.1 No returns will be accepted
without a completed RMR. Our staff must have an RMR for warranty
consideration and to fully understand what corrective action must be taken.
here for an RMR form or call your nearest Osborne dealer or Osborne
Customer Service to obtain an RMR form.
2.3 Contact Osborne Customer Service
by email or by phone to obtain an RMR number. Record the RMR number in
Section A of the form.
2.4 Record model or part number,
serial number, and a description of the product in Section B.
2.5 Complete Section C through F,
giving as many details as possible. We can only give warranty
consideration and implement corrective actions if you help us do so with
accurate and complete information.
2.6 Please return one copy of the
RMR in a shipping envelope with the product and retain one copy for your
files. NOTE: RETURN PRODUCTS, RECEIVED WITHOUT AN RMR, CANNOT
BE ACCEPTED BY OUR SERVICE DEPARTMENT. NO WARRANTY CONSIDERATION,
ADJUSTMENT, OR CREDIT CAN BE MADE UNTIL A COMPLETED RMR IS RECEIVED.
2.7 Sections G and H of the RMR form
will be completed by an Osborne Service Technician and one copy of the
competed RMR will be returned to you with the returned goods or any allowed
3. WARRANTY REPAIR OR
3.1 Only authorized Osborne Industries
(the "Company") personnel may make decisions concerning warranty
claims. The Company's obligation is limited to repair or replacement of
products subject to a valid warranty claim. Osborne Dealers are not
authorized to replace products or make refunds on behalf of the Company.
3.2 Alleged defective products must
be returned to the factory within 30 days of the discovery of the alleged
defect unless other arrangements have been made in writing. If the
customer fails to return the alleged defective product within the 30-day
period and the warranty has expired, the Company will not repair or replace
the returned product.
4. NON-WARRANTY REPAIR
4.1 Returned products will be
promptly examined by Osborne Service Department. If warranty defect is
not found but repair is required and the product is not accompanied by
authorization to repair at customer's expense, a Repair Authorization form
will be mailed to the sender. The Repair Authorization will include a
statement of the cost of repair including estimated freight charges. All
freight, both incoming and return, will be at the expense of the customer for
freight on products not covered by warranty or not shipped as required in Step
1. Non-warranty repaired products will be shipped to customers on a
C.0.D. basis or payment with credit card, unless open account terms have
previously been established.
4.2 Allow approximately two weeks from receipt at
Osborne for product examination and processing of credit requests. Allow
approximately three weeks for return of repaired or replacement items. You will be
notified of any exceptions, if a delay is expected.
5. DAMAGES & SHORTAGES
Contact the delivering carrier immediately and save all packing material
for inspection. NOTE: CLAIMS FOR FREIGHT DAMAGE MUST BE FILED
WITH THE DELIVERING CARRIER. Damages and shortages must be reported
within 72 hours.
Osborne Industries disclaims responsibility for errors
in pricing, for the use or misuse of any products described in this
website, and for any losses incurred through the use of products
according to methods described in this website. Always refer to
and follow the label directions. Osborne Industries specifically
does not authorize anyone, its agents or employees, to recommend any
product sold by Osborne Industries in any way other than according to
manufacturer's current label directions. Osborne Industries
disclaims responsibility for losses incurred due to delays or errors in
shipment. We reserve the right to limit quantities.