Return/Refund Policy
From the Terms and Conditions, Control Concepts’ refund policy for online orders is as follows:
Authorization, in the form of a Returned Material Authorization number (RMA#) and shipping instructions for the return of any product must be obtained by the Buyer from Control Concepts. Returned materials will be accepted only if Control Concepts’s RMA form has been completed, authorized in advance, and transportation pre-paid. A restocking fee of up to 20% may be charged in addition to any expense incurred to restore goods to as-new condition for devices that have not had power applied to them. This fee will be deducted from the credit to be issued covering the return unless the cost is covered by the warranty. In the event the cost to restore to as-new condition exceeds 50% cost of a new unit, the returned unit will be considered scrap and no credit will be issued. Special goods, quantities that exceed four times the average monthly shipment or obsolete designs differing from the current standard product are not subject to return for credit. Final determination as to whether a product is actually defective or in warranty rests with Control Concepts.
Return Process
To return an item, follow the instructions here. An RMA# is required before sending any product to Control Concepts.
If your controller was purchased through an OEM supplier, contact the supplier for assistance. If you have a Control Concepts controller that is in need of repair or maintenance, please fill out an RMA request form or call our sales department at (952) 474-6200 to diagnose the problem and receive an RMA number.
In order to streamline repairs and improve turnaround time, Control Concepts requires a purchase order (PO) with a $300 evaluation fee line item or an active credit card on file before an RMA number will be issued. If the repair is deemed to be a warranty-related repair following Control Concepts inspection, no charge will be billed against the customer’s PO or credit card.
For proper evaluation, please adhere to the following guidelines when returning controllers to Control Concepts.
- Any controller that is judged to be a safety risk to our team or manufacturing facility will be rejected and shipped back at the customer’s expense. This includes controllers caked in grease or exposed to hazardous materials.
- Properly packing a controller is one of the best steps you can take to ensure the controller is repairable. Although we commonly repair controllers 15+ years old and have a large inventory of replacement components, we often receive controllers that have additional damage from being poorly packed.
- For the best possible turn-around time, properly label the return with the RMA number and include both a primary and secondary contact. A package without an RMA number labeled on its exterior will be rejected.
- A photo can help us determine if your unit can be repaired. We recommend sending one or more photos of any unit 15+ years old to our team.