ONTILITY RMA Policy

Returns

ONTILITY is a dedicated team and strives to satisfy you as our customer with every order you place. We are driven to provide you with outstanding customer service and we want to make every order error free. If at any time you are not satisfied with your purchase, please give us the opportunity to resolve any errors or concerns.

Return Policy and Guidelines

Please review these policies and procedures listed below to ensure the product you are returning is accepted for an RMA (Return Materials Authorization) and credit. Any product returned without the official ONTILTIY RMA number will be refused and sent back at the shipper's expense.

All return request must be made within 30 days of ONTILITY's original invoice date.

The customer is responsible for confirming the number of products received matches the number of products enclosed on the packing slip with the shipment upon receipt. The customer is also responsible for matching the parts being returned with the part number on the RMA slip once it is received.

RMA's issued for unwanted product will result in a 15% restocking fee along with no reimbursement of shipping. All returns must be scheduled for pick up by the customer and shipped prepaid freight by the customer via carrier of customers choice (Must Be Economy Service) with in twenty (20) days of receiving the RMA number. ONTILITY shall refund shipping charges if returns are due to an ONTILITY error.

In order to be reimbursed for freight on the returns due to ONTILITY error, you must email a copy of the RMA info and a copy of the freight invoice, listing the total shipping charges to This e-mail address is being protected from spambots. You need JavaScript enabled to view it , Attn: RMA Department with the RMA Number listed.

Damaged Product

Physically damaged product must be reported to the driver upon delivery in order for a claim to be filed,
(per carrier's request).

Physically damaged product must be reported to ONTILITY's Customer Service within seven (7) days of receipt of product, along with a copy of the delivery receipt with the noted damage from the driver. Failure to report physically damaged product in the time required will void the availability to return the product and an RMA will not be issued.

Short shipped and Incorrect Items

Missing/short shipped and incorrect items must be reported within seven (7) days of receipt of the product in order to return and have the missing/ correct quantity shipped. Failure to report to ONTILITY within the time required will void the request to have the product replaced and an RMA will not be issued.

Warranty issues

If there are any warranty issues, it is the customer's responsibility to go directly to the manufacturer, not ONTILITY. For faster service, please visit our website www.Ontility.com and complete our RMA (Return Merchandise Authorization) Request Form and email the request to the RMA department. On the form, please include a detailed description of the product/products defected with a reason for the return. Please include your Sales Order number along with any pictures of damaged product and pictures of the part and part number you received for verification of error. Please provide all of your contact information and ensure that we will contact you in a timely manner. All credits will be issued within 15 days of receipt of returned product.

If you are not completely satisfied with your purchase from ONTILITY, or if you have any questions regarding a return or our return policy, Please Contact our RMA department

Phone: 281-943-0228

Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it