PRODUCT RETURN POLICY



We will not accept returned merchandise without a Return Material Authorization (RMA) number. The RMA number must be legibly written on the outside of the package. 1 copy of the RMA packing list must be printed and placed inside the package. Returns received without authorization or RMA number written on the package will not be processed and will be returned to sender.

Positioners:


REMOVE ALL FITTINGS, BRACKETS, FILTERS, FEEDBACK ARMS, ETC. FROM THE UNIT BEFORE PACKAGING. If the unit was operated with anything other than instrument air or instrument nitrogen, please follow our decontamination requirements explained below. WHEN PACKAGING, PLEASE SECURE THE UNIT IN A METHOD THAT WILL ENSURE IT WILL REACH OUR FACILITY UNDAMAGED (the weight of positioners will often settle through packing peanuts and pop large air packets. Electronics should be protected from possible moisture introduced by transit systems).

Our policy requires your disposition of what to do with returned positioner(s) within 10 business days after we have evaluated the returned positioner(s). If not dispositioned in 10 business days, the positioner will be returned to sender or discarded.

Please work with your Customer Service Representative to decide between the following options:

Positioners under warranty:


1) Positioners determined to be within factory warranty (18 months from date of manufacture) with no evidence of misuse, contamination, or unauthorized repairs, will be repaired or replaced free of charge.

Positioners out of warranty Springville (USA) (Does NOT apply to Starpac Positioners):


2) An evaluation to determine the top level cause of failure including a standard evaluation report (Requires a PO for $150)
3) Exchange for a factory refurbished positioner with NO cause of failure report (Requires a re-workable positioner and a PO for $750)
4) Repair of returned positioners tested to factory acceptable criteria including a standard evaluation report (Requires re-workable positioner and a PO for $850)
5) Return positioner to sender (ExWorks) (10 business days after evaluation)
6) Discard positioner (10 business days after evaluation)
7) Starpac positioners- Consult factory for detailed quote

Positioners out of warranty Villach (European Union):


2) An evaluation to determine the cause of failure including a standard evaluation report (Requires a PO for €150) In case of repair or replacement order inspection cost will not apply
3) Repair of returned positioners tested to factory acceptable criteria (Requires re-workable positioner and a PO for the spares (65% List-price))
4) Return positioner to sender (ExWorks) (10 business days after evaluation)
5) Discard positioner (10 business days after evaluation and a PO for €50)



Valves being returned to Springville (USA):


Please work with your Customer Service Representative to decide between the following options:

Valves under warranty:


1) Valves determined to be within factory warranty per the original purchase order agreement will be repaired or replaced free of charge

Valves out of warranty:


2) Class A and Class B repairs upon evaluation and estimated cost of repair (PO required)


Valves being returned to Villach (European Union):


Please work with your Customer Service Representative to decide between the following options:

Valves under warranty:


1) Valves determined to be within factory warranty per the original purchase order agreement will be repaired or replaced free of charge

Valves out of warranty:


2) An evaluation to determine the cause of failure including a standard evaluation report (Requires a PO for €300) In case of repair or replacement order inspection cost will not apply



Items being returned from outside of the US, to Springville (USA) require the following:


The information below must be included on your commercial invoice. Please refer to the Export Data Elements document (Uploaded and accessible after Flowserve's import compliance review):
1) Country of Origin (This is the origin of the part, not the country it is being shipped from) MUST be marked on the outside of the package also.
2) The Flowserve Springville part number
3) All customs values expressed in USD
4) Quantity
5) Complete description of the part
6) Harmonized Tariff Code

This additional requirement applies only to Items that originated from the US and are being returned to a US facility:
6) Declaration of Foreign Shipper document attached to the outside of package (Uploaded and accessible after Flowserve's import compliance review)


Items being returned from outside of the European Union to Villach, require the following:


This information must be included on all documents and packages when returning:
1) Country of Origin (This is the origin of the part, not the country it is being shipped from) MUST be marked on the outside of the package also.
2) The Flowserve Springville part number (RMA ticket includes this Part-Number)
3) Incoming Goods form (Uploaded to the attachment on the RMA webpage)
4) Service report document (with RMA numbers and additional information)
5) RMA number on the outside of the package

These additional requirements apply only to Items that originated from outside of European Union to an European facility:
6) The Export /Import form (Uploaded to the attachment on the RMA webpage)
7) Complete description of the part
8) Quantity
9) Value of the part
10) Custom Tarif code


Decontamination policy for equipment in service:


1) All valves and valve components that have been in service other than air, clean water or clean steam, and positioners that have been operated with anything other than instrument air or instrument nitrogen are required to be decontaminated before returning
2) Decontamination is the responsibility of the customer. Flowserve will not perform decontamination procedures

Requirements for equipment that has been in service other than air, water, steam or nitrogen:


1) Complete the Returned Goods Form (See the link below) and upload/attach a PDF copy upon submitting a new request (Returned Goods Form is available at the link below)
2) Upload/Attach a PDF copy of the Safety Data Sheet(s) (SDS) for the service chemicals the equipment has been in contact with
3) Upload/Attach a PDF copy of the Safety Data Sheet(s) (SDS) for the chemicals used for cleaning and decontaminating
4) Upload/Attach a PDF copy of the specific steps that were taken to decontaminate the equipment (The last page of the Returned Goods Form can be used to document the decontamination procedure)

Click here to print your Returned Goods Form


Packaging and Shipping:


1) Secure the item(s) in a method that will ensure it will reach our facility undamaged
2) Print the RMA packing slip and place inside the package(s) (Access and print from RMA Website) (Not intended for export documentation purposes)
3) Attach all export compliance documents if applicable

Do not send your item until you have been provided an RMA number. You will receive a notification email when your RMA number has been assigned. You can also log in to our system anytime to check the status of your RMA.