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Home > Contact > Customer Information, Ordering and Warranty Printer Friendly Version

Customer Information, Ordering and Warranty

Placing an Order

When placing a purchase order for Pentek products, please provide the model number and product description. You may place your orders by letter, telephone, email or fax; you should confirm a verbal order by mail, email or fax.

All orders should specify a purchase order number, bill-to and ship-to address, method of shipment, and a contact name and telephone number.

U.S. orders should be made out to Pentek, Inc. and may be placed directly at our office address, or c/o our authorized sales representative in your area.

International orders may be placed with us, or with our authorized distributor in your country. They have pricing and availability information and they will be pleased to assist you.

Prices and Price Quotations

All prices are F.O.B. factory in U.S. dollars. Shipping charges and applicable import, federal, state or local taxes, are paid by the purchaser.

We're glad to respond to your request for price quotation. Just contact the corporate office or your local representative. Price and delivery quotations are valid for 30 days, unless otherwise stated.

Quantity discounts for large orders are available and will be included in our price quotation, if applicable.

Terms

Terms are Net 30 days for accounts with established credit; until credit is established, we require prepayment, or will ship C.O.D.

Shipping

For new orders, we normally ship UPS ground with shipping charges prepaid and added to our invoice. If you are in a hurry, we will ship UPS Red, UPS Blue, FedEx, or the carrier of your choice, as you request.

Order Cancellation and Returns

All orders placed with Pentek are considered binding and are subject to cancellation charges. Hardware products may be returned within 30 days after receipt, subject to a restocking charge. Before returning a product, please call Customer Service to obtain a Return Material Authorization (RMA) number. Software purchases are final and we cannot allow returns.

Warranty

Pentek warrants its products to conform to published specifications and to be free from defects in materials and workmanship for a period of one year from the date of delivery, when used under normal operating conditions and within the service conditions for which they were furnished.

The obligation of Pentek arising from a warranty claim shall be limited to repairing or, optionally, replacing without charge any product which proves to be defective within the term and scope of the warranty.

Pentek must be notified of the defect or nonconformity within the warranty period. The affected product must be returned with shipping charges and insurance prepaid. Pentek will pay shipping charges for the return of product to buyer, except for products returned from outside of the USA.

Limitations of Warranty

This warranty does not apply to products which have been repaired or altered by anyone other than Pentek or its authorized representatives.

The warranty does not extend to products that have been damaged by misuse, neglect, improper installation, unauthorized modification, or extreme environmental conditions, that fall outside of the scope of the product's environmental specifications.

Due to the normal, finite write-cycle limits of Solid State Drives (SSDs), Pentek shall not be liable for warranty coverage of SSDs caused by wear-related issues that arise as an SSD reaches its write-cycle limit.

Pentek specifically disclaims merchantability or fitness for a particular purpose. Pentek shall not be held liable for incidental or consequential damages arising from the sale, use, or installation of any Pentek product. Regardless of circumstances, Pentek's liability under this warranty shall not exceed the purchase price of the product.

Extended Warranty

You may purchase an extended warranty on our board-level products for a fee of 1% of the list price per month of coverage, or 10% of the list price per year of coverage.

Service and Repair

You must obtain a Return Material Authorization (RMA) before returning any product to Pentek for service or repair. RMA requests must be submitted online at:

Return Material Authorization Form

After the form is completed in its entirety and submitted, Pentek shall email you a receipt and start processing your request. Once your request has been approved, Pentek shall e-mail you an RMA number, shipping instructions, and a quotation if the product is out of warranty.

Carefully package the product in its original packaging, if it is still available, and ship it to Pentek prepaid (if within the US) or free domicile DDP (if outside the US). Pentek shall not be responsible for loss or damage in shipment to Pentek, so you are strongly encouraged to insure the shipment for its full replacement value.

When the work is completed, we will return the product to you along with a statement of work performed.

Service phone: +1 (201) 818-5900 • fax: +1 (201) 818-5697 • email: custsrvc@pentek.com




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