RIVERTRACE ENGINEERING LIMITED

Rivertrace Engineering is committed to providing exceptional customer service which includes after sales care.

To enable us to assist you as much as possible, we have introduced a new procedure to manage our Repairs, ensuring that the turnaround time is as short as possible.

Before returning any products to Rivertrace Engineering Ltd, you may wish to check the Technical Support Section. on our website for fault finding tips and remedies.

The procedure for returning items is as follows:

1. An 'RTE GRA Request' must be filled in, all details included. Incomplete forms may result in delaying your GRA authorisation. Items described as 'faulty' or similar will be rejected.

2. Alternatively, please contact our offices on + 44 870 770 2721 or email returns@rivertrace.com to request a Goods Return Authorisation Number, you will need the following information :

• Item
• Serial Number
• Full description of fault
• Address to return the unit

3. This form should then be e-mailed to: returns@rivertrace.com.

Following authorisation, an GRA advice form will be e-mailed to you. Please attach this to the outer packaging of the goods. Any goods that are returned to Rivertrace Engineering Ltd without the advice label viewable MAYBE DELAYED, this is to ensure that your return is dealt with as quickly as possible.

Warranty Replacements

If items are to be returned for a warranty replacement, the process as detailed above will still apply, as you will need to return the defective unit to RTE for warranty inspection. You will be also invoiced for the replacement unit.

Upon assessment of the faulty item, invoice may be credited if the returned goods are acknowledged to be warranty. In the event of the unit not being returned within 14 days, the Invoice will be subject to our usual 30 day payment terms.

For items returned under Warranty :

• All static sensitive items (must be packaged in Anti-Static bags.
• All warranty stickers and serial numbers must be intact.
• All items must be adequately packaged.
• Please do not send any loose fittings or cables
• Please ensure the GRA label is clearly visible.

For items returned outside the Warranty period:

• All serial numbers must be intact.
• All items must be adequately packaged
• Please do not send any loose fittings or cables
• Please ensure the GRA label is clearly visible
• Items will not be repaired unless we receive a Purchase Order from you accepting our quote for repair.

4. Items received by you with visible physical damage, must be reported to Rivertrace Engineering Ltd within 5 working days, and signed for as 'damaged'.

5. Rivertrace Engineering Ltd is not responsible for any data loss or non-delivery of goods. Receipt of postage is not proof of delivery.

6. Rivertrace Engineering Ltd recommends all goods returned are sent via a courier or special delivery.

Rivertrace Engineering Ltd does not operate an advance replacement service.