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Damage Claim Policy
Product Warranty
Contact Us
Damage Claim Policy
Product Warranty
Return Policy
At Northern Radiator we understand that there will be times when a product needs to be returned, whether it was not needed, ordered wrong, arrived damaged, or is defective under warranty. While we will do everything possible to take care of you, our customer, here are a few things to note and steps to follow to make the process as smooth as possible.
Please read ALL of the following information carefully before beginning a return.
- Full credit is not guaranteed on any return. (Full credit includes any freight or drop-ship charges.) All returns must be inspected and approved before credit will be given.
- Northern Radiator accepts resellable returns on active products in new condition within 2 years of purchase date. Northern Radiator does not accept returns on discontinued or obsolete product. Returns will not be accepted on products that have been open or used, missing their serial number, special order items, or product returned without prior authorization. Deductions may be made from the return credit or credit may be denied altogether if items are missing or damaged.
- Freight will be charged on all replacement orders. Freight credit for warranty product will be given on the return upon inspection approval.
- Returns will not be accepted without an RMA number (Return Merchandise Authorization). RMA number should be put on the label or on a piece of paper taped to the box. Do not write RMA number directly on the box as a re-boxing fee may apply if the box is not in sellable condition.
- A credit will automatically be applied to your account through the original method of payment at the time of sale without original shipping cost and/or call tag-freight back costs.
- Northern Radiator is not responsible for returned parts damaged in shipping or products returned without an RMA number.
- Heavy duty truck products have a 2 year or 250,000 warranty if purchased after August 1, 2019. Learn more about our warranty policy.
To request an RMA number, call Customer Service at 800-328-8900 or email [email protected] with the following information:
- Company Name and Account Number
- Location
- Part Number(s)
- Reason for Return
- Return PO (If needed)
- Contact Name, Email, and Phone Number
- Copy of Original Invoice
- Shipping Details (how you'll be returning the item; ie: shipping back, drop off at warehouse, need call tag, etc.)
- Preferred Carrier (if applicable)
- Sending back warranty returns for inspections is both costly and time consuming for you and your customers. Our warranty returns process allows Northern to issue your company a credit on many claims without the need to physically send the product to us, as long as the appropriate information and photos are provided. Once the photos and information have been submitted, they will be reviewed and a decision will be made if the product can be field scrapped. There will of course be times that we will still require the product to be physically inspected and tested. (Please refer to Northern's Damage Claim Policy for further info on damage claims.)
To request an RMA number, call Customer Service at 1-800-328-8900 or email [email protected] with the following information:- Company Name and Account Number
- Location
- Contact Name, Email, and Phone Number
- Part Number(s)
- Detailed Reason for Return
- Return PO (If needed)
- Copy of Original Invoice
- Installation Date, Mileage In, and Mileage Out, and copy of invoice or installation paperwork (if product was installed)
- Shipping Details (how you'll be returning the item if required; ie: shipping back, drop off at warehouse, need call tag, etc.)
- Preferred Carrier (if applicable)
- Photos required: (see examples of warranty photos)
- For Damage Returns:
- Pictures of the damage to the product
- Pictures of the box (all sides)
- Pictures of the packing inside the box
- Picture of the shipping label or signed bill of lading.
- For Warranty Returns:
- Pictures of the overall front and back of product (and sides if applicable)
- Pictures of the possible source of the problem
- Picture of the serial number on the product.
- For Damage Returns: