Returns & Warranty Policy
24-Month Warranty on all industrial automation components
Trading as Ralakde Automation | Last updated: January 2025
Our 24-Month Warranty Promise
Important Notice
We are not an authorised dealer for many products we sell. As such, manufacturer warranties may not apply. However, we proudly offer our own 24-Month Warranty on all products, providing you with comprehensive protection and peace of mind.
New Products
Supplied in original manufacturer packaging with all accessories. Never used, though seals may be broken for testing purposes.
Reconditioned
Expertly refurbished and tested by our technicians. May show cosmetic wear and may be missing accessories/manuals. Covered by 24-month warranty.
Service Exchange
Send us your faulty unit in exchange for a reconditioned one at a discounted rate. We may dispatch replacements in advance and issue refund upon receipt.
New Surplus Stock
Brand-new, unused surplus stock in original packaging. These are overstock items from manufacturers or projects.
Used Surplus Stock
Functionally tested, previously used items with signs of wear and tear. All functions verified before sale.
Faulty Surplus Stock
Sold for spares/repairs only. Items are defective and clearly marked as such. No warranty coverage applies.
What's Covered
Material Defects
- • Manufacturing defects in components
- • Faulty circuit boards and electronics
- • Defective mechanical parts
- • Component failure under normal use
Workmanship Flaws
- • Assembly errors
- • Calibration issues
- • Programming errors (where applicable)
- • Quality control failures
Industrial Applications Coverage
PLCs & Control Systems
- • I/O module failures
- • CPU malfunctions
- • Communication errors
- • Power supply issues
Drives & Motors
- • Drive electronics failure
- • Motor bearing defects
- • Encoder malfunctions
- • Control board issues
HMIs & Displays
- • Screen defects
- • Touch sensitivity issues
- • Communication failures
- • Software corruption
What's NOT Covered
Physical Damage
- • Impact damage from drops or collisions
- • Liquid damage or contamination
- • Damage from electrical surges
- • Environmental damage (extreme temperatures)
Misuse & Modifications
- • Damage from improper installation
- • Unauthorized modifications or repairs
- • Operation outside specifications
- • Normal wear and cosmetic issues
Warranty Conditions
- • Product must be stored, installed, and used under normal industrial conditions
- • Warranty is valid for 24 months from invoice date
- • Warranty is non-transferable without written permission from Ralakde Ltd
- • Original invoice and RMA number required for all warranty claims
- • Customer responsible for return shipping costs
24-Month Repair Warranty
24-month warranty applies only to the specific repair performed, not the entire unit.
If additional faults appear that are unrelated to the original repair, these will be charged separately. A new quote will be provided for any additional work required.
24-month Warranty Void Conditions
- 24-month Warranty will be void if the warranty sticker is removed or tampered with
- 24-month Warranty will be void if someone else attempts to repair the unit after our service
What's NOT Covered - Repair Service
Physical Damage
- • Impact damage from drops or collisions
- • Liquid damage or contamination
- • Damage from electrical surges
- • Environmental damage (extreme temperatures)
Misuse & Modifications
- • Damage from improper installation
- • Unauthorized modifications or repairs
- • Operation outside specifications
- • Normal wear and cosmetic issues
Non-Warranty Returns
Eligible Products:
- • Reconditioned items
- • Used surplus stock
- • Faulty surplus stock (spares/repairs)
New Product Returns
New product returns are subject to the manufacturer's return policy. Some manufacturers do not accept returns once the order is placed.
⚠️ Please contact our sales team at +44 1782 563377 for clarification before placing orders.
Invalid Return Reasons
The following are NOT valid reasons for return:
- • Cosmetic condition (minor scratches, wear marks)
- • Packaging condition or appearance
- • Date of manufacture or age of product
- • Change of mind or project cancellation
- • Compatibility issues not disclosed during purchase
Step-by-Step RMA Process
Contact Our Claims Team
Email: claims@ralakde.co.uk or call +44 1782 563377
Provide Required Information
Invoice number, part number, serial number, and reason for return
Receive RMA Number
We'll provide an RMA number and return instructions within 24 hours
Package and Ship
Include RMA number on package and ship to our facility
Testing and Resolution
We'll test the item and repair, replace, or credit within 5-10 business days
⚠️ Important RMA Requirements
- • RMA number must be clearly visible on the outside of the package
- • Returns without RMA numbers will be refused
- • Customer is responsible for return shipping costs
- • Items must be returned within 30 days of RMA issuance
- • Original packaging preferred but not required
Our 24-month Warranty Promise
When you experience an issue covered under warranty, we will repair or replace the item free of charge. If neither option is viable, we will credit your account.
Repair
Professional repair service
Replace
Like-for-like replacement
Credit
Account credit for future purchases
24-month Warranty Claim Requirements
Required Documentation
- • Valid RMA number from our claims team
- • Original invoice or proof of purchase
- • Detailed description of the problem
- • Serial number and part number
Processing Timeline
- • RMA issued within 24 hours
- • Testing completed within 5 business days
- • Resolution within 10 business days
- • Express service available for critical items
Beyond Economic Repair Policy
Components deemed beyond economic repair will be held at Ralakde Ltd for 180 calendar days before being recycled in accordance with environmental regulations.
During this period, customers may request return of the non-repairable unit for their own use or disposal.
Governing Law
All transactions are governed by the laws of England and Wales.
Jurisdiction
Disputes must be brought to courts nearest to our registered office in Stoke-on-Trent, UK.
Export Compliance
Customers are responsible for complying with all relevant UK export regulations.
Risk of Loss
Risk transfers to customer once products are handed over to the carrier.
Customer Credits
Credit balances from returns or adjustments expire after 24 months from issuance date. Credits can be used for future purchases or requested as refunds before expiration.
Force Majeure
Ralakde Ltd is not liable for delays caused by events outside our control, including but not limited to natural disasters, strikes, regulatory actions, or supply chain disruptions.
For assistance with warranty claims, returns, or general inquiries about our policies, contact our dedicated claims team:
Claims Hotline
+44 1782 563377
Monday-Friday 8AM-6PM GMT
Average response: Under 2 minutes
Claims Email
claims@ralakde.co.uk
24/7 email support
Response within 2 hours
📍 Returns Address
Ralakde Ltd (Claims Department)
Unit 5A Victoria Road
Stoke-on-Trent, ST4 2HS
United Kingdom
🚀 Express Claims Service
For production-critical warranty claims requiring immediate attention, mention "PRODUCTION CRITICAL" when contacting us for priority processing within 24 hours.
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