In order to expedite your request, please complete all information requested on this FORM. Use the tab button within the form to easily move to the next data field or use your mouse/pointing device to place the cursor in the desired data field.
Please email the completed form to firstname.lastname@example.org or fax to 616.531.7742. You will be notified with an RMA number if your return request has been approved. Shipping information for sending the product to Global Cutting Tools (“GCT”) will be provided once the RMA is issued. For any questions concerning completion of the form please contact Global Cutting Tool’s customer service by email to email@example.com or telephone to 616.531.8500.
The full RMA process and other RMA details are described below:
RMA REQUEST: A customer with a product that does not meet specifications should request a Return Merchandise Authorization (RMA) number by filling out this form and submitting it to GCT via email to firstname.lastname@example.org or fax 616.531.7742.
RMA REVIEW: The appropriate RMA Administrator will review the request and, before proceeding, may request additional information, or suggest additional diagnostic steps to ensure that the product is not returned unnecessarily.
RMA CHARGES: For Out-of-Specification (“OOS”) claims which resulted from an error by Global Cutting Tools, there will be no charges. OOS RMA returns which resulted from a customer error will require a charge. Prior to the RMA being issued the RMA Administrator will inform the customer of the charge for repair or replacement of the product and request the customer to provide a Purchase Order (PO) for the RMA to be issued. A formal quote for the associated RMA charges can be provided upon request.
PO REQUIREMENTS: A PO must be provided for all OOS RMA returns. Additional details on PO requirements can be provided upon request.
RMA ISSUED: When the RMA Administrator has confirmed a repair is necessary and all other requirements have been satisfied a reply will be sent to the customer with an RMA number including packaging and shipping instructions.
SHIPMENT OF RMA TO GLOBAL CUTTING TOOLS: The customer is responsible for the safe shipment of the product in appropriate packaging. Any product arriving on our receiving dock without an RMA issued is subject to return to the customer without being internally processed.
TEST/REPAIR: Global Cutting Tools will make a best effort to repair all returned products. A product that cannot be repaired with reasonable effort will be replaced at no charge to the customer if it is determined the result of an error caused by GCT.
RMA TURN-AROUND TIME: Average RMA turn-around time is 1-4 weeks from the date the RMA arrives on the Global Cutting Tools dock thru the date of reshipment from GCT.
ADDITIONAL RETURN POLICIES
NO TROUBLE FOUND RMA’S: If an RMA is determined to be No Trouble Found (“NTF”), Global Cutting Tools will request additional information from the customer in an attempt to replicate the observed failure. If no additional information is available or the observed failure cannot be reproduced, GCT will return the RMA to the customer as NTF. The policy applies to all product both standard and custom. Full technician and shipping charges do apply.
UNREPAIRABLE PRODUCT: Product returned to Global Cutting Tools within 30 days that is determined to be unrepairable as a result of a fault that has not been induced by customer misuse will be replaced for no charge to the customer.
UNREPAIRABLE OOS: Product returned to Global Cutting Tools determined to be unrepairable for any reason will not be automatically replaced. OOS product found to be unrepairable due to customer error can either be returned to the customer ‘as is’ for final disposition or scrapped at GCT upon customer request. GCT will request final instructions from the customer when a product is determined to be unrepairable. Unrepairable products are subject to a reduced RMA charge of 75% of the original quoted cost to cover the replacement. A revised PO will be requested from the customer for the reduced charge amount.
SHIPPING OF RMA’S TO GLOBAL CUTTING TOOLS: Shipping of all RMA’s from the customer to Global Cutting Tools is at customer’s expense after the RMA is issued unless there is an agreement in advance for GCT to pay for the shipment via collect shipping on a GCT shipper account. Customers are encouraged to notify GCT when RMA’s are shipped and to provide shipment tracking details. RMA’s are to be appropriately packaged to ensure the safe transit of the product to GCT and with the observance of proper UPS requirements for the packing materials used. Any damage or subsequent failure of the product related to inappropriate packaging will result in additional charges for the repair of the product.
SHIPPING OF RMA’S FROM GLOBAL CUTTING TOOLS: Shipping of all RMA’s to the customer from Global Cutting Tools is at customer’s expense after the RMA is issued unless there is an agreement in advance for GCT to pay for the shipment on a GCT shipper account. Customers are encouraged to notify GCT when RMA’s are shipped and to provide shipment tracking details. RMA’s are to be appropriately packaged to ensure the safe transit of the product to GCT and with the observance of proper UPS requirements for the packing materials used. Any damage or subsequent failure of the product related to inappropriate packaging will result in additional charges for the repair of the product.
SHIPPING OF OOS RMA’S TO/FROM GLOBAL CUTTING TOOLS: Shipping of all OOS RMA’s determined to be from customer error is at customer’s expense. The cost of shipping from GCT is not included in the quoted OOS RMA alteration charge.
ADVANCE REPLACEMENT OF OOS RMA’S: Global Cutting Tools may provide an Advance Replacement of a failed product on a case by case basis. Only standard product will be considered for Advance Replacement upon request or at GCT’s discretion. Advance Replacements are only considered for Dead on Arrival (DOA) products that are reported to GCT within 90 days of original shipment or for mission-critical installations. Advance Replacements are subject to hardware product availability.
EXPEDITED RMA PROCESSING: Global Cutting Tools can provide expedited testing and repair of RMA’s on a case by case basis for an additional charge. A quotation for expedited processing can be provided upon request.
RETURN POLICY: A restocking fee of 25% will be charged on all standard products returned after 30 days. A restocking fee of 50% will be charged on all standard products, regardless of the defect, returned after 90 days and a credit memo will be issued for the difference. No returns will be accepted on used, altered, coated or special/custom products, unless a defect in workmanship/the product is Out-of-Specifications and is returned within 20 days.