Product and Warranty Information

Product Repairs

Customers with Support Services Agreement’s will receive precedence for repair. If a product is deemed unrepairable, Critical Alert will return the product “as is” to the customer with an explanation. Any product that is water damaged cannot be repaired and will be returned to the customer. Product exposed to Biohazard will not be repaired; please do not send to Material Repairs and Returns Department. All repairs are done on a time and material used basis; Critical Alert does not quote repair pricing. To request a product replacement, please contact tech support 904-203-1140 or 1-844-655-9239, or email: techsupport@criticalalert.com.

Warranty Repairs

Any product requiring repair due to manufacturer defect will be repaired at no charge. If the product is non-repairable, a replacement product will be provided at the discretion of Critical Alert. Critical Alert will make the final determination whether or not a product is covered under warranty. Critical Alert’s standard warranty on hardware is five (5) years from the date of system certification. Bent pins on RJ-45 jacks, broken jacks, water damage, products that have been considered abused, etc. are not covered under the standard five (5) year warranty. The Customer is responsible for all shipping to and from Critical Alert.

Non-Warranty

Critical Alert will repair all products with the best interest of the Customer in mind. Repair cost will never exceed product replacement cost. If a product is deemed unrepairable due to cost, the product will not be repaired and will be returned to customers “as is” with an explanation. The Customer has the option of choosing a not to exceed percentage of the replacement price. The Customer is responsible for all shipping to and from Critical Alert.

Testing Fee

A $37.50 bench fee will be charged on non-defective products sent in for repair.

Warranty Advanced/Exchanged RMA’s

Critical Alert will advance product to a Customer to replace product that is not working once a Purchase Order Number is received. The Customer has 30 days to return the defective product. If the defective product is not returned, the Customer will receive an invoice for the full price product plus $37.50 for labor. If product is returned after the Customer receives invoice, the Customer will be charged a 20% handling fee plus $37.50 for labor. The Customer is responsible for all shipping to and from Critical Alert.

Non-Warranty Advanced RMA’s

Critical Alert will advance a reconditioned product to the Customer to replace product that is not working once a Purchase Order Number is received. The Customer has 30 days to return the defective product to Critical Alert. Critical Alert will test and repair the defective product and issue a credit to the customer except for the repair costs. If the Customer does not return the defective product Customer will be charged full price for the replacement product plus $37.50 for labor. If product is returned after the Customer receives invoice, the Customer will be charged a 20% handling fee. The Customer is responsible for all shipping to and from Critical Alert.

Product Returns

Critical Alert will accept returns on a product with no restocking fee only if determined to be the fault of Critical Alert or a cancellation is received within 48 hours after submitting the return request.  A 20 % restocking fee is applied to the following:

– An incorrect order placed by Customer

– An order no longer needed and was canceled after the 48 hours of placement

– A change in new construction, unless specifically approved by Critical Alert’s Sales Department

– Spare products being returned for credit

All products returned must have the original packaging, paperwork and associated hardware. The product must be free from defect and in new condition to receive credit. Critical Alert will not accept returns on any special orders. The Customer is responsible for all shipping to and from Critical Alert. Critical Alert will supply a call tag for any product shipped that we deem to be our fault