Everyone at Osborne Industries, Inc., (the “Company” or “Osborne”) 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 service. Please carefully read through the following Return Policy so that we may provide effective corrective action.

1. WHERE TO SHIP RETURN GOODS
1.1 All products, except electronic items, are returned direct to the Osborne warehouse at 120 N. Industrial Ave., PO Box 388, Osborne, KS 67473, USA. Contact Osborne Customer Service for authorized carriers for the return. Osborne reimburses or covers authorized freight costs, if any, for all warranty service and/or warranty replacement items. Osborne does not reimburse or cover authorized freight costs for returned items ordered in error.
1.2 Electronic items, including printed circuit boards sent in for repair, should be returned to Osborne’s electronics department at 304 N. Industrial Ave., PO Box 388, Osborne, KS 67473, USA. Contact Osborne Customer Service for authorized carriers for the return. Osborne reimburses or covers authorized freight costs, if any, for all warranty service and/or warranty replacement items. Osborne does not reimburse or cover authorized freight costs for returned items ordered in error.
1.3 All returns 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, address, and phone number. Shipments should be accompanied by a packing slip.
1.4 Osborne has a strict biosecurity policy in place to minimize the risk of potential cross-contamination of returned items and new items. All merchandise returned under warranty must be thoroughly cleaned and disinfected by the customer prior to return. A cleaning and/or disinfecting charge may be assessed if returned products must be cleaned and/or disinfected by Osborne personnel prior to examination or repair. Return items ordered in error must be in new, unused condition and returned in their original packaging.

2. RETURN MERCHANDISE AUTHORIZATION (RMA)
2.1 Contact Osborne Customer Service to obtain a return merchandise authorization (RMA). RMA numbers can be obtained by calling Osborne Customer Service (1-800-255-0316 or +1-785-346-2192), by e-mail (cs@osborne-ind.com), or via our online web form here. Returned products must be clearly marked or tagged with the provided RMA number.
2.2 Returns without an RMA number may not be accepted and may be returned to the sender at the sender’s expense.

3. WARRANTY REPAIR OR REPLACEMENT
3.1 Only authorized Osborne 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 with Osborne Customer Service. If the customer fails to return the alleged defective product within the 30-day period and the warranty has expired, the Company may not repair or replace the returned product.

4. NON-WARRANTY REPAIR
4.1 Returned products will be promptly examined by Osborne personnel. If warranty defect is not found but repair is required and the product is not accompanied by authorization to repair at customer’s expense, the customer will be notified. A statement of the cost of repair and estimated freight charges will be provided to the customer. All freight, both incoming and return, will be at the expense of the customer for freight on products not covered by warranty. Non-warranty repaired products will be shipped to customers upon advance payment 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 two to three weeks for return of repaired or replacement items. Customers will be notified of any exceptions if a delay is expected.

5. DAMAGES & SHORTAGES
The freight company, Post Office, and/or other carrier who delivers merchandise to your door has been paid to deliver the merchandise in good condition. The carrier is responsible for all loss or damages enroute to you. Acceptance of a shipment as delivered is acknowledgment that the articles were received in GOOD CONDITION AND PROPERLY PACKED. Inspect all deliveries and carton contents immediately upon delivery and compare contents against the packing list for the shipment. Protect yourself from loss by handling damages and shortages as follows:
5.1 Visible Damage – Require the delivery person make a notation on the freight bill or delivery receipt describing the nature and extent of damages. In the event you accept delivery of goods with visible damage, immediately contact Osborne Customer Service for further instruction.
5.2 Concealed Damage – If damage is revealed while unpacking, immediately contact Osborne Customer Service for further instruction. DO NOT destroy packing materials until advised to do so by Osborne personnel.
5.3 Shortages – Check the number of cartons delivered with the quantity shown on the freight bill or delivery receipt. If quantities do not tally, have the delivery person note shortage on the freight bill or delivery receipt and immediately contact Osborne Customer Service for further instruction. If shortages are discovered after opening sealed, undamaged cartons or crates, notify Osborne Customer Service WITHIN FIVE (5) DAYS OF DELIVERY for corrective action.

6. DISCLAIMER
Osborne Industries, Inc., disclaims responsibility for errors in pricing, for the use or misuse of any products described on this website, and for any losses incurred through the use of products according to methods described on this website. Always refer to and follow the label directions and accompanying instructions. Osborne specifically does not authorize anyone, its agents or employees, to recommend any product sold by Osborne in any way other than according to manufacturer’s current label directions and instructions. Osborne disclaims responsibility for losses incurred due to delays or errors in shipment. We reserve the right to limit quantities.

Hours: Monday – Friday, 8 a.m. to 5 p.m. Central Time. Please note that requests submitted over the weekend will be processed beginning Monday.

Phone: 1-800-255-0316 or +1-785-346-2192

Contact Form: Information Request