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 service. Please 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 Customer Service.
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 sender.
1.4 We reimburse UPS or authorized freight costs, if any, for all warranty service or warranty replacement items.
2. FILL OUT RETURN MATERIALS REPORT (RMR)
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.
2.2 Click 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 completed RMR will be returned to you with the returned goods or any allowed credit.
3. WARRANTY REPAIR OR REPLACEMENT
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.O.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.
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.
Form: Information Request