Warranty Guide

PO Box 35430 Charlotte, NC 28235 USA 704/348-6450 800/572-4199 FAX [phone]
www.charlottepipe.com
Consistent with general industry practices, all products
are shipped at the customer’s risk. Shipments should be
carefully inspected before signing a receipt. A signed
bill of lading or delivery receipts with no exceptions
noted will indicate that the count, description and
condition of products are satisfactory.
Customer must obtain a Return Material Authorization
(RMA) number and return instructions from Charlotte
Pipe. All papers, including the RMA and packing slip,
must accompany the material being returned. Failure
to comply will result in a delay or denial in processing
the return.
Please note the following:
• All collect returns must be sent back on Charlotte
Pipe approved carriers.
• Contact your customer service associate to
arrange a collect return.
• Customer will be charged any additional freight
charges above our standard shipping rates for
returns received on a carrier not approved by
Charlotte Pipe.
Damaged in Transit
Claims for materials damaged in transit must be filed
with the carrier involved or this office within ten (10)
days after receipt of the product. All damaged material
must be sent back tagged or labeled as “damaged.”
The material will be inspected by Quality Control and
credit will be issued.
Picking/Shipping Errors
Claims for errors in shipment must be made within
ten (10) days after receipt of the product. Material
shipped in error by Charlotte Pipe will be replaced
or credit will be issued at the discretion of Charlotte
Pipe at no additional cost to the customer. Customer
must obtain a RMA number and return shipping
instructions from Charlotte Pipe.
Overstock/Job Return
A 30% restocking charge plus all transportation
costs will be applied for returning material back
into Charlotte Pipe’s stock. These items must be in
re-sellable condition, which will be determined by
Charlotte Pipe. Overstock and job returns must be
returned within twelve (12) months of purchase date.
Non-manufactured or Non-stock Material
If returned, customer will be notified to choose one of
the following options:
• Agree to scrap value
• Agree to disposal fee
• Make arrangements to pick up the material.
Defective Material
Uninstalled Material
If a product is suspected to be defective, a Charlotte
Pipe sales representative, Charlotte Pipe customer
service associate or regional sales manager should
communicate the details to plant Quality Control.
Details should include, but not be limited to,
photographs, production dates, plant locations and
box label information. Rep Agencies acting on behalf
of Charlotte Pipe and Foundry Company are not
authorized to comment on the cause of field product
complaints. Rep Agencies are responsible for collecting
all pertinent information and product samples
associated with the product complaint. Charlotte Pipe
and Foundry’s Quality Control personnel are solely
responsible for reviewing the Field Product Complaint
Form, examining samples, and determining the cause
of failure. An RMA will be issued to return a sample.
Installed Material
If a manufacturing defect is claimed or suspected, a
Charlotte Pipe sales representative or regional sales
manager should complete a Field Product Complaint
Form. The product and form should be returned to
the Technical Services Department. Information
related to the product, including but not limited to,
photographs, product dates, plant locations and box
label information should be provided. Rep Agencies
acting on behalf of Charlotte Pipe and Foundry
Company are not authorized to comment on the
cause of field product complaints. Rep Agencies are
responsible for collecting all pertinent information
and product samples associated with the product
complaint. Charlotte Pipe and Foundry’s Quality
Control personnel are solely responsible for reviewing
the Field Product Complaint Form, examining
samples, and determining the cause of failure.
3/11/16
Return Material Policy