Returns and Warranty Terms and Conditions

Warranty for Products 

Warranty return authorizations can be obtained using your online account (also available for guest users). All G2 Automation products carry a minimum one-year warranty against defects in materials and workmanship. If a product proves defective in materials or workmanship within one year from the date of purchase, we will replace or repair it. The replacement is your exclusive remedy and our sole obligation for any breach of warranty, except that, if, after a reasonable number of attempts, we are unable to provide you a product that meets the above warranty, we will refund the purchase price for that product, as our sole obligation and your sole remedy. Products returned under warranty (after 45 days) may be replaced with refurbished or remanufactured goods. Return shipping labels for non- hazardous products are provided on our web store for your use in returning products. If customers want to return hazardous products (e.g., products containing lithium batteries) customer is solely responsible for shipping the products back to G2 Automation in compliance with the requirements of the shipping carrier. Some products may carry a longer warranty term as specified in this catalog and in our online store. Except for the longer term, these same provisions apply to such warranties. This warranty will be void if product date codes or serial numbers are removed or defaced. Warranties also do not apply to products that have been subject to abnormal use, abnormal conditions, improper storage, exposure to moisture or dampness, unauthorized modifications, unauthorized repair, misuse, neglect, accident, alteration, improper installation or other acts which are not our fault, including damage caused in shipping. Our warranty also does not apply to any product that has been damaged by external causes such as fire, flood, sand, dirt, lightning, exposure to weather, acts of God, battery leakage. theft, blown fuses, improper use of any electrical source or connection to product not recommended in writing for interconnection by us.

Refurbished/Re-manufactured Products

If you are looking to save some money on your next purchase with G2 Automation, you may be interested in our re-manufactured parts. Inventory is available for many of our standard products and is offered at substantial savings. The select re-manufactured parts are available to U.S. and Canadian customers. You will receive a 20% discount off the catalog price of any available items, and we will give you a full 1-year warranty from the date of purchase against defects and workmanship. The products are offered on a “first come, first serve” basis while supplies last. You will need Web access to view product availability and to order. Re-manufactured products are available from the part number item pages. You will be given a choice to purchase A-stock or Re-manufactured items, where applicable. The re-manufactured items are listed as xxxx-xxxx-R (where*** is the standard part number without any dashes). 

Operator interface repair C-more Core Exchange

We now offer “Core Exchanges” for all C-more HMI models that are out of warranty and not functioning properly or need repair due to customer damage. Due to hardware compatibility issues, panels that are older than four years from the date of manufacture are not eligible for this program. Please contact Returns Authorizations techsupport@g2coolautomation.com

If the same B-stock model is available, we will offer it to you at 20% off the regular catalog price. We will then issue you a Return Authorization to send us your non-functioning panel. When we receive the panel, we will then credit your account an additional 20% of the regular catalog price. This will give you a 40% total savings AND a full 1-year warranty.

Warranty Returns Procedures

It is our belief that in most cases, although not all, we may be able to provide you a solution so that you may not have to return products to us. Please email techsupport@g2coolautomation.com one of our Return Authorization (RA) representatives for an RA number before returning any products to us. ALL RAs can also be issued under your account via the Web. The RA representative may request return approval for your product by our Technical Services department before an RA can be issued. We cannot accept products purchased from one of our Value-Added Resellers (VARs) or any other third party.

Warranty Returns/Repairs Return shipping labels for eligible products are provided on our web store for your use in returning products. The following guidelines apply to authorized returns for products under warranty (our warranty information is fully described in the previous pages):

1. An RA can be obtained via email to techsupport@g2coolautomation.com .

All date codes and/or serial numbers must be supplied before the RA can be issued. If date codes and/or serial number labels have been defaced or altered in any way, the warranty will be void. No exceptions.

2. Failure symptoms must be reported for each product returned for Quality Control purposes. If this information is not available at the time the return authorization is issued, please specify each failure symptom on the RA form before returning the product.

3. When you have obtained your RA, fold the form, then insert it inside a clear packing list envelope so that the return address is visible.

4. In the return box, include all documentation, cables and other components included with the original parts shipment. Write the RA number on the outside of the shipping box, not the product box.

5. Please return the parts to the appropriate address shown at the top of the RA form within two weeks of issuance. Returned product must be shipped to the address printed on the RA and noted above. Customer delivery of returned product will not be accepted.

45-day Moneyback Guarantee Return Procedures

45-Day Money Back Standard policy is that all customers are responsible for freight charges when returning product. These guidelines apply to returns subject to our 45-day money back policy.

1. A 45-Day RA must be obtained by email at techsupport@g2coolautomation.com. Fold the form, then insert it inside a clear packing list envelope so that the return address is visible. Note that for small parcel returns, you can choose to receive preprinted shipping labels for a small flat rate, deducted from your returns credit.

2. Any writing, marking, application of stickers, and otherwise defacing of the original product boxes will result in denial of credit.

3. Products must be returned in the original boxes in like new condition. Include all documentation, cables and other components included with the original parts shipment.

4. Shipments should be in an appropriate shipping container to avoid product damage. See “Limits of Liability”.

5. Return only products that are specified on that RA. Additional products sent without approval will be returned to you.

6. Please return the parts to the appropriate address shown at the top of the RA FORM within two weeks of issuance. Please check carefully for the correct return address.

7. You are responsible for return shipping charges. For customers in the United States, You may use return shipping labels for eligible products for a fee of $10 for up to three labels. Each additional label will be an additional $10. The label fee will be deducted from your RMA credit. For customers in Canada, You may use return shipping labels for eligible products for a fee of $35 for up to three labels. Each additional label will be an additional $35.

Shipments that do not follow above procedures may be returned to sender or restocking and refurbishing charges may be incurred at the current cost of G2 Automation parts and labor. A return authorization number does not guarantee a refund or replacement. If a refund is initially issued and the manufacturer of the product finds the problem to be due to “customer abuse,” credit will be reversed, and you will be notified of such action. AutomationDirect will accept no responsibility nor issue credit for packages damaged in transit for any reason. It is your responsibility to assure that the product is properly packaged for shipment.