OMRON New Zealand Return Procedures & Guidelines

Return Conditions

To be eligible for a return, please ensure that the following conditions are met: 

1. All items:
   • Must be accompanied by a valid proof of purchase.
      
2. For credit and exchange items only:
   • The item must be in its original condition, and in its original packaging, which must be clear from any additional packing tape or markings of any kind. Please include all accessories, manuals, and any other items that came with the product.
   • Cables either connected to a product or loose must not be cut or altered in any way. 
   • The lot numbers on the product and the outer packaging must match.

Where applicable, all products must be returned with factory default set-up and all custom installed software must be removed prior to return.

Initiating a Return

To initiate a return, please ensure ‘Returns Conditions’ are satisfied above and follow these steps:

1. Please provide the below necessary details:
   1. Copy of Original invoice / Purchase Order
   2. Product Part Number
   3. Reason for the return:
      1. For Warranty / Faulty Items: 
         • Please note that a detailed description is required for our engineering team to assess the cause of failure. If adequate detail is not received, then the item turnaround time will be elongated.
         • Please visit our website for our warranty return policy and use our RMA form to fill out for these return types.
            
      2. State outcome requirements (combinations are acceptable):
         • Credit
         • Replace
         • Repair
         • Warranty
         • Engineering Assessment

Return Shipping

When returning an item, please note the following:

• Customers are responsible for the shipping costs associated with the return.
• We recommend using a trackable shipping method to ensure the safe return of the item. We cannot be held responsible for items that are lost or damaged during transit.
• Return items to the following address:
  • OMRON Automation & Robotics
    Attn: Customer Service / Warranty Claim
    65 Boston Road
    Grafton
    Auckland
    1023

Refund or Exchange

Upon receiving and inspecting the returned item, we will process your refund or exchange as follows:

• Refund:
  • If eligible, we will issue a refund to your original method of payment. Please note that it may take additional time for the refund to reflect on your bank statement.
     
• Exchange:
  • If you would like to exchange the item for a different model, please indicate your preference on the return request form. We will do our best to accommodate your request, subject to product availability.

Assessment Timeframes

• General Refunds / Exchange:
  • Generally this is dealt with quickly within a couple of working days.
• Warranty, Faulty Items and / or repair analysis:
  • For items that require engineering involvement, assessment and repair timeframes are generally within 2-4 weeks. Depending on the severity or complexity of the product assessment and availability of stock and spare parts, this may take longer. For factory assessment & repairs, this may be take up to 2-3 months.
  • During the assessment period of your returned product, for scenarios such as breakdowns, we advise to purchase a replacement product with the understanding that if the product is deemed under warranty, it will be credited.

Exceptions and Special Cases

Please be aware of the following exceptions and special cases:

• Personalized or custom-made items are generally not eligible for returns unless they are defective or damaged upon arrival.
• Robotics product returns will incur a restocking fee.

Who do I contact for updates?

Please email sales-nz@omron.com or call us on 0800 466 766.