RETURNS / WARRANTIES

RETURNS

Customers may return products for one of the following reasons:

1. The customer ordered the wrong product, and wants to return it for credit. (There may likely be a restock charge)
2. The customer decides not to offer the product for sale anymore and wants to return it for credit, or exchange it for new inventory. If the product is still in good condition and can be resold (under warranty) then we or the manufacturer may accept the product return. A restock charge may be applied, or inventory swapped, etc.
3. The customer was shipped or offered the wrong product by mistake, and needs to exchange it. (The replacement and/or credits/debits will be handled internally.)

Products shipped from Kress Associates stock should be returned to Kress. Products shipped from the manufacturer should generally be returned to the manufacturer, but during certain circumstances, we may offer to take it into our stock. Typically all returns are handled on a case-by-case basis, depending on the products and customers involved.

The return procedure is typically as follows:

1. Kress or the manufacturer will provide a return authorization (RMA or RGA), with a case number and instructions.
2. The customer will return the product or part to the factory or us, according to the return instructions.
3. Upon receipt of the return, Kress or the manufacturer will issue any remaining credit.

WARRANTY CLAIMS

Any products returned for warranty claims should be sent to the manufacturer according to their warranty procedures. Our manufacturers all have similar warranty claim procedures, with subtle variations. The warranties typically cover the products or parts from defects in materials or construction, and not improper installation or misuse. Labor and/or return freight is usually not included in the warranty.

The typical warranty procedure is as follows:

1. When a customer wants to file a warranty claim, they purchase a replacement product or part.
2. The manufacturer will provide a return authorization (RMA or RGA) for the failed product or part, usually with a case number and instructions.
3. The customer will return the failed product or part to the manufacturer, or Kress Associates, according to the return instructions.
4. If the manufacturer deems the failure under warranty, they will credit the customer against the replacement product invoice. In the case of products we buy/sell, then the manufacturer will credit Kress Associates, and we will credit the customer.

CUSTOMER RETURN AUTHORIZATION FORMS

The following forms can be downloaded in .PDF format by clicking the link. Just follow the instructions on the form and send back for processing. If the product was invoiced by Kress Associates, please use the Kress Return Authorization then return back to Kress Associates. If the product was invoiced by the manufacturer, please use their appropriate form. If the form you need is not listed, contact us for assistance.

Kress Return Authorization

Axiom - Axiom RGA Request Form

Beacon/Morris

1. BM Product Return Form
2. BM Unit Part Warranty Claim
3. BM Heat Exchanger Warranty Claim
4. BM Parts Warranty Claim

Laars Heating Systems - Laars RMA Form

Sterling HVAC

1. Sterling Product Return Form
2. Sterling Unit Part Warranty Claim
3. Sterling Heat Exchanger Warranty Claim
4. Sterling Parts Warranty Claim