WARRANTY & RETURN POLICY AND PROCEDURES

  • A return authorization number is required for all parts returned to Crane Merchandising Systems, regardless of reason for return. Return authorization numbers must be obtained by contacting the Parts Department: phone 800-621-7278, or cranems.com/warranty-return-policy and downloading the RMA form and emailing the completed form to parts@cranems.com.  No replacement or credit will be processed on parts returned without a return authorization number clearly marked on the shipping box and paperwork.
  • Request for warranty replacement must be clearly stated on the order or replacement request.
  • Serial numbers are required to be listed on the RMA form to verify warranty status and must be returned with the request for Return Authorization Number. We reserve the right to refuse to replace under warranty any part for which warranty cannot be verified with a serial number.
  • If shipment is refused for any reason, you must contact Crane Merchandising Systems Parts Department to obtain a Return Authorization Number to include with the return shipment.
  • Damage must be noted at time of delivery, if evident, or communicated to the Crane Merchandising Systems Parts Department Team within 30 days of receipt to be eligible for replacement, credit or damage claim. Pictures of damaged items and their packaging may be required. 
  • Crane Merchandising Systems does not ship COD and will not accept any COD shipments. COD shipments will be refused and sender will be responsible for all charges from the carrier.
  • A 20% restocking fee will apply to any returns for reasons other than warranty or errors in order entry or fulfillment by Crane Merchandising Systems personnel.
  • Crane Merchandising Systems warranty covers all replacements due to defects in workmanship or quality. Vandalism, damage from misuse or installation of non-OEM approved items, and/or weather damage are not covered under this warranty policy. 
  • Crane Merchandising Systems does not reimburse for any labor charges incurred for the replacement of warranty parts.
  • Freight Charges – Crane Merchandising Systems will pay freight charges to ship replacement parts using the most economical shipping option. Any freight charges for expedited shipping options (next day, second day or third day air) are to be paid by the customer.  Freight charges for return of STANDARD warranty items are to be paid by the customer with the exception of refrigeration units (see below).  Freight charges for return of Out of Box (OOB) warranty items are to be paid by Crane Merchandising Systems (see below).
  • Advance Replacement / Warranty Replacement - CMS will notify you if your defective part needs to be returned.
    • If return of defective part is required, Crane Merchandising Systems will ship the replacement part and the customer will be invoiced at standard service part pricing. Credit will be applied to this invoice upon return of defective part with associated return authorization number within 30 days.
    • If return of defective part is not required, the replacement part will be shipped immediately at no charge.
      • Please retain parts for FSE evaluation before discarding. (Keep for 90 Days unless FSE Advises different)
    • Exchanges - CMS will notify you if your defective part needs to be returned.
      • If return of defective part is required, Crane Merchandising Systems will ship the replacement part at no charge, upon receipt of defective part with associated return authorization number.
        • To receive credit on items required to be returned, items must be received within 30 days.
      • Items not requested by CMS nor have a valid RMA will be shipped back at cost to the customer.
    • Any item requested for evaluation by engineering or tech service (will be communicated if there are quality issues and will require to be addressed to CMS Quality Department)

Standard Warranty (machines older than 90 days old)

Out of Box (OOB) Warranty (machines less than 90 days old)

 Freight charges for return of warranty items are to be paid by the customer with the exception of refrigeration units (advance replacement orders have return shipping labels included, exchange orders will require RMA label attached to outside of package if return is requested by CMS). To reduce the cost to the customer, please do not return any parts unless required by CMS.

 

ALL EXPEDITED SHIPPING CHARGES ARE THE RESPONSIBILITY OF THE CUSTOMER

 All STANDARD GROUND freight charges for OOB warranty items are paid by Crane Merchandising Systems.  Advance replacement orders for refrigeration units will include return shipping label.  All exchange orders will require RMA label attached to outside of package if return is requested by CMS). 

 

ALL EXPEDITED SHIPPING CHARGES ARE THE RESPONSIBILITY OF THE CUSTOMER.