RMA Info

Returning Your Product for a Refund

Evaluate if your product qualifies for refund (all products must be in new and unused condition).

Stock Products:
May be returned for a 25% restocking fee if returned in new and unused condition within 90 days of shipment. (Epoxy kits are non-returnable and do not qualify for refunds).

Built-to-Order Products:
Are built to exact customer specifications and are non-returnable and non-refundable.

Private Label Products:
Are non-returnable and non-refundable.

Custom Products:
Are non-returnable and non-refundable.

Sample Products:
Products sold as demos are not intended for resale, or products sold at a discount of 50% or more off retail price, are non-returnable and non-refundable.

Resale Items:
These products are subject to the return policy of their manufacturer. Please contact CTC should you wish to return one of these items.

Impacted parts:
MH109-3D Epoxy Kit for Field Installable Connectors
MH109-2A Devcon Plastic Welder^TM Adhesive Kit*
MHT100 Mounting Wax*
CB926-1A Crimp Tool
CB934-1A Cable Stripper
IS111-1B Intrinsically Safe Barrier
IS151-1B Intrinsically Safe Barrier
IS200 Barrier Enclosure
PD765 Universal Input Meter
PS24 Power Supply
USB300 6 ft. USB Cable for SC300 Series Signal Conditioners
WSBP-12PK Replacement Wireless Sensor Battery Pack*

*Please note, epoxy, mounting wax, and batteries are non-returnable

Returning Your Product for a Warranty

IMPORTANT: Please refer to our warranty page for complete warranty details for all product lines to determine if your product qualifies for replacement under warranty:

REVIEW PRODUCT LINE WARRANTY

Warranty Claims Process

Please follow these steps to return your qualifying product under warranty:

Requests for warranty must be submitted via the CTC website using the form at the bottom of this page.
The product must be returned to CTC for inspection. If the defect is covered by the warranty, CTC will repair or replace the product at no charge. CTC will not pre-replace warranty claims without physical inspection.
All products must be returned with their distinct, original labeling OR complete set of components. This means that a legible cable label and/or engraving must be visible for CTC to validate and repair or replace the returned product. If the original labeling has been burned off, damaged, or is no longer legible, CTC requires that all components of the damaged product be returned along with valid proof of purchase. We ask that customers refrain from cutting length of long cables or integral cable sensors prior to returning your product for RMA so that CTC can properly identify the original product. If your product is unidentifiable and does not contain all components, your product will be returned as is.
The customer is responsible for all shipping costs related to warranty replacements for wear and tear. If a returned product is outside of its warranty, is not a CTC product, or is not clearly identifiable as a CTC product, then CTC will contact you to ask whether the product should be return shipped or discarded. Return shipping costs for products that do not qualify for warranty replacement are at the customer’s expense. If CTC does not receive confirmation as to whether the ineligible product should be returned or discarded after 1 month of repeated contact attempts, we will automatically discard your product.
Standard turnaround time is 3-5 weeks after receipt of product. Please note, if insufficient information is provided upon initial RMA submission, the timeline may be extended. CTC will not generate a replacement order until all RMA products have been received at our facility unless your case is specially approved for pre-replacement. If your warranty return is due to heavy abuse, neglect, or other use-related circumstances, CTC cannot expedite the return of a warranty replacement product. It is always recommended that spare hardware is purchased for critical machinery or routes should you need to return products under warranty due to unforeseen circumstances.

Returning Products for Annual Calibration

All CTC Line vibration sensors include a free CA10 calibration certificate upon shipment. CTC takes the time to perform the rigorous array of tests that every product must go through before it may be qualified for shipment to a customer. This includes the standard calibration certification, bias voltage verification, and a helium soak leak test to ensure that the sensor is hermetically sealed.

Should you wish to return your sensor for recalibration, CTC will perform a CA10 calibration.

CA10: Single Point Calibration at 100 Hz, NIST Traceable - $50 USD per axis

Additional calibration services can be selected while configuring your sensor at the time of purchase.

Please note, discounts cannot be applied to calibration fees.

Sending Your Sensor Back for Recalibration

If you wish to send a sensor back for recalibration, please submit for an RMA prior to returning your sensors. All recalibration fees must be paid via credit card.

Returning Your Product for Upgrade

If you wish to modify or upgrade your product, please do not ship the product to CTC until you have confirmed your product meets the criteria below. If your product is available for upgrade, please contact your CTC sales manager to purchase your desired upgrade.

Cables: a cable may be returned and upgraded with a different connector if desired. The customer will be charged the cost of the new connector. Changing cable length or type is not permitted.
Junction Boxes: CTC will not add enclosure entries, additional channel counts, or make other modifications to junction boxes after purchase. If you wish to modify your junction box, please view our portfolio of junction box accessories that may be installed at the user’s discretion: https://ctconline.com/products/ctc-line/junction-boxes#02963a5c-4714-42ad-adf1-2d73bc735b82
Sensors and Integral Cable Sensors: cannot be modified or upgraded after purchase.

Please note, the customer is responsible for all shipping costs. If your product upgrade is approved, please work with your sales manager to submit a purchase order before shipping your product back to CTC.