Return and warranty policy statement
Version 2023-V6.0 • October 2023
This Return and Warranty Policy Statement (“Policy”) applies to all Product(s) purchased directly from CARRIER Fire & Security in EMEA. If you have purchased CARRIER Fire & Security Products through a distributor or reseller, please return the Products to such party. CARRIER Fire & Security can, at any time and at sole discretion, amend this Policy. Please contact your local CARRIER sales office or CARRIER regional customer service for the latest available version of the Policy.
Unless otherwise stated by Carrier, the process descriptions are valid in this form in Europe, Middle East, and Africa. Country-specific deviations may
Our Customer Service Team will be happy to answer any questions you may have. The last page list the link to the contact details of our Customer Service departments.
Returning CARRIER Fire & Security Products
We present reasonable efforts to make the processing time as short as feasible using standardized processes. To achieve this, we require your cooperation. Before you return any Product to CARRIER Fire & Security, you must obtain a return material authorization (RMA). This applies to all Products, including warranty repairs / replacements, out of warranty repairs, advance replacements, Bad out of Box/ Faulty from New and stock returns.
An RMA number allows us to track the shipment and make sure it is handled in the correct way.
Before you request a repair RMA, firstly check if a firmware upgrade is available for your Product or contact your local Customer Service (as listed on the last page of this document) for assistance. To obtain an RMA for technical or operational reasons, contact the Technical Support Department.
To obtain a repair form please contact your Customer Service Contact at CARRIER Fire & Security. We require a Product number and the return reason with a clear fault description. The RMA form should be filled out as completely as possible. Once you have submitted the RMA form, we will send you an RMA number for the return of the shipment.
In the event of inconsistency or discrepancy between the content of the RMA form and the actual returned product, Carrier reserves the right to modify the RMA form to match the returned product at its discretion.
All Products must be returned Freight Prepaid DAP Born (the Netherlands). We reserve the right to cancel the RMA if the Product is not received within 30 days after issuance of the RMA number.
CARRIER Fire & Security will return repaired or replaced Products via its standard shipping method at no additional charge, any other shipping methods as may be requested by the purchaser will be charged at full cost. Any and all possible customs’ related formalities, customs levies, duties, or any nature whatsoever shall be borne by the purchaser. CARRIER Fire & Security does not accept any cost which would result from the purchaser’s acts or omissions related to wrong, incomplete, or inefficient formalities in connection with the import / export of the Products.
Packing your shipment
The products returned need to be packed and shipped appropriately
CARRIER Fire & Security reserve the right to deny warranty coverage for any damage to Products caused by failing to meet the following packaging:
- Do not write or put an adhesive tape on the original Product packing
- All electronic boards must be packed in their original electrostatic protective packaging or an equivalent substitute
- All Products must be packed securely to prevent mechanical damage
- Packaging must be sufficient to protect the contents from the risks and damage which may occur in transit
- Each RMA number must be individually packed and properly sealed.
- Customer must not mix multiple RMAs within the shipping boxes
- The shipping labels supplied by us need to be clearly visible on the package
- The RMA form needs to be with the shipment to prevent delays at inbounding
Subject to the terms of the limited warranty section below, CARRIER Fire & Security will at its sole discretion, either repair the Product, replace the Product with same or compatible new or repaired Product, perform new Services or refund the purchase price. This is your exclusive remedy for breach of Limited Warranty.
For Business-Critical products which cannot wait for repair lead-time and need immediate replacement and where stock is available an Advanced Exchange Request can be done at your CARRIER Fire & Security customer service. You will be invoiced for this replacement, when returned in warranty (based on the mfg. date) the item will be credited. The faulty Product needs to be returned to us within ten days following receipt of the exchange Product.
Batteries cannot be returned for repair; they can only be returned as Faulty from New or as an Overstock Return (see below section for FFN).
Subject to requirements by applicable law and to the extent not otherwise agreed between CARRIER Fire & Security and the purchaser of the Product, the warranty period varies based on Product category and type of equipment as stated in Table 1 below.
The warranty period as indicated herein starts from the actual Product Manufacturing Date. To cover for the average time between manufacturing and delivery of the Products, 6 months will be added to the published warranty period.
Faulty from new (FFN)
In case a product fails new out of the box within 90 days after invoice day, CARRIER Fire & Security will provide a credit note after receipt of the non- performing product. All Products shall be returned to us with all accessories supplied and preferably in its original state and packaging, incomplete Products will not be accepted.
Out of warranty repairs
In case Carrier Fire & Security defines a product Out of Warranty after returning you will receive a quote for the out of warranty costs. The quote needs to be confirmed or rejected within 20 days upon receipt otherwise we reserve the right to return the products.
For items with status Obsolete / Sell-out all support moving forward is to best- effort which means a replacement product if stock is still available, or product will be repaired when possible. Carrier Fire & Security is under no obligation to provide support or repair for Out-of-Warranty Returns.
Where applicable Out-of-Warranty repairs are granted a warranty term of 12 months from the repair date.
CARRIER Fire & Security Product(s) repair price estimate quotation contains an approximate cost to repair the damage in the Products. However in case an unforeseeable, unnoticed or hidden damage is discovered only after commencement of the repair work, then the repair costs of such damage will be invoiced separately. Due to these reasons, our estimate or quote is a preliminary estimate only and does not constitute a legal commitment to repair the Products for the estimated price. It does not cover any additional parts or labor which may be required after the repair work has been started. Therefore, our repair prices are not guaranteed, and the quotations may be subject to change. You will be notified if any additional repair costs arise in the repair process and any such additional costs will be subject to your prior approval. If you disagree with such additional repair costs, please provide a written notice of disagreement to CARRIER Fire & Security BV.
CARRIER Fire & Security reserves the right to replace a Product if the repair – in CARRIER’s sole opinion – is not feasible.
CARRIER Fire & Security reserves the right not to proceed with the repair work and will return unrepaired or partially repaired Products and will only invoice you for the part of work already performed prior to receipt of your notice of disagreement.
For Products that are not mentioned in the below-mentioned Product warranty periods, contact your local CARRIER Fire & Security customer service.
RMA requests for unused stock returns must be made no later than 180 days after the invoice date, any requests made thereafter shall be reviewed and assessed by Carrier Fire & Security on a case-by-case basis at its sole discretion.
The authorized unused product stock returns must be received by Carrier Customer Service in its original saleable condition (including all accessories and inserts), in its original packaging, and undamaged.
Damaged products will not be accepted for return, even if an RMA number has been issued. All requests will be subject to a product specific case-by-case approval process by CARRIER Fire & Security. All overstock returns are subject to a minimum 15% restock charge, this amount will be deducted by CARRIER Fire & Security from the value of the unused stock returns.
Custom design products, software and special-order products cannot be returned for credit or exchange.
Product warranty periods
Table 1 lists warranty periods for the Limited Warranty as defined herein in relation most of CARRIER Fire & Security Products, sorted by category, and are further subject to terms and conditions of any possible ‘end of life’ notices as may be communicated by Carrier Fire & Security at its discretion from time to time.
Within the warranty groups different warranty periods may apply.
For details on the product warranty periods per product please contact your CARRIER Fire & Security customer service.
Table 1. ** Lifetime warranty definition: during the lifetime of the Product till Product end-of-life (EOL) announcement, but with a minimum 5 years
CARRIER Fire & Security warrants that its Products are free from defects in workmanship and materials and will be in accordance with CARRIER Fire & Security’s standard specifications, subject to the terms of this limited warranty. With respect to any Product furnished by CARRIER Fire & Security, the foregoing shall apply only to meet said warranty that appear within the applicable warranty period set forth in this Policy. The warranty is given only to the original purchaser and does not extend to any other party. CARRIER Fire & Security is not responsible for conditions or applications over which CARRIER Fire & Security has no control. Defects or problems as a result of such conditions or applications are not the responsibility of CARRIER Fire & Security. Such conditions include normal wear and tear; catastrophe; fault or negligence of any user or any party other than CARRIER Fire & Security; improper installation, application, storage, maintenance, or use of Products; other causes external to Products; or failure to conform to any applicable recommendations of CARRIER Fire & Security. To the extent that any Product includes firmware, whether included in a Product furnished hereunder or provided separately, CARRIER Fire & Security warrants that such firmware will, at the time of delivery by CARRIER Fire & Security and for a period of 90 days thereafter, conform in all material respects to CARRIER Fire & Security documentation relating to such firmware.
For non-rechargeable battery CARRIER Fire &Security grants “Faulty from new” warranty as set out above, and for rechargeable battery, one-year limited warranty is granted solely in case of manufacturing failure.
If any Product fails to meet the Limited Warranty, CARRIER Fire & Security shall, at its option, correct any such failure by repairing any defect or damaged parts of damaged Products, or make available, any necessary repaired or replacement parts as per the terms of this RMA Policy. CARRIER Fire & Security reserves the right to replace any Product under warranty with new or remanufactured Product. CARRIER Fire & Security will not be responsible for any costs (including labor cost) associated with the removal or reinstallation of Products incurred by the original purchaser or any other party. The repaired or replaced Products will be warranted under the terms of the Limited Warranty for the balance of the term of the warranty or for 12 months, whichever is longer. For any warranty claim, purchaser / buyer should contact CARRIER local customer service and request authorization to return the Product.
The preceding subsections of this Limited Warranty set forth the exclusive remedies for claims based on any defect, failure, malfunction, or any other performance or nonperformance of any Product, whether the claim is in contract, indemnity, warranty, tort (including negligence), and strict liability or otherwise, and however instituted. Upon expiration of the applicable Limited Warranty period, any liability of CARRIER Fire & Security in connection with such exclusive remedies shall terminate, and purchaser / buyer shall have 30 days after the warranty period to give written notice of any defects, failures, malfunctions, or other performance or nonperformance issue that appeared during the warranty period. In no event shall CARRIER Fire & Security be liable for incidental, indirect, special or any other consequential damages. To the fullest extent permissible by law, the foregoing limited warranty is exclusive and in lieu of all other warranties, whether written, oral, implied, or statutory.
Subject to applicable law, in no event shall the liability of CARRIER Fire & Security exceed the purchase price of the Products. NO IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR PARTICULAR PURPOSE SHALL APPLY.