Return Policy

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Standard Products

Standard Products are eligible for the 60-Day 100% Satisfaction Guarantee. If you purchased new Standard Products directly from Kayden Instruments ("Kayden"), you may return them to Kayden up to 60 days from the date of invoice for a refund or credit of the Product purchase price provided the quantity of Products does not exceed twentyfive units (nominal restocking fees apply to only those quantities exceeding twenty-five Products).

If you are an end-user Customer who bought reconditioned or refurbished Products from Kayden, you may return them to Kayden up to 30 days after the date of invoice for a refund or credit of the Product purchase price.

Please note the refund or credit will not include any charges for special documentation, special equipment, special services, special approvals, drawings, certificates, equipment tags, setpoints, flow curves, x-rays, dye penetration tests, opened software, shipping or insurance shown on your invoice.

Contact Kayden by phone (403) 253-1423, fax (403) 253-1460 or e-mail (sales@kayden.com) to obtain a Return Materials Authorization (RMA) Number. Included in the return shipment should be complete details about the reason (s) for return. The shipment should also be clearly marked with the RMA number. Returns without this authorization may not be accepted. To expedite the process of your refund or credit, Kayden expects you to return the Products to Kayden in their original or equivalent packaging within 10 days of the date that Kayden issues the Return Materials Authorization Number. Returns arriving outside of the ten-day window are subject to depreciation of the final refund/credit. Incomplete returns may not be credited. You must also prepay shipping charges and insure the shipment or accept the risk of loss or damage during shipment. You may return software for refund or credit only if the sealed package containing the diskette(s) or CD(s) is unopened. Returned Products must be in as-new condition, and all of the manuals, diskette(s), CD(s), and other items included with a Product must be returned with it.

This "60-Day 100% Satisfaction Guarantee" Return Policy does not apply to Kayden Accessory Products, which may be returned under Kayden’s then-current Accessory return policy. In addition, reconditioned parts purchased through Kayden Spare Parts Sales in the United States and Canada are non-returnable.

Kayden offers the following from the 60-Day 100% Satisfaction Guarantee:

60 calendar days from the date of invoice.
Up to twenty-five (25) Standard Products of any type or combination per order. Example: Customer purchases 10 CLASSICs, 10 BASICs and 5 CMPs on one order. Should the Customer, for any reason, be unsatisfied with any or all of the Products, he/she may return any or all of them for a full refund.

For larger orders Kayden expects the Customer to first order a small number to determine suitability, compatibility and satisfactory performance for the intended purpose and process.

Of course, if the Customer wishes to forego the test phase, and purchases a large quantity of Products initially, Kayden’s applicable limited warranty will apply. Only the first twenty-five (25) Standard Products will be eligible to participate in Kayden’s 60-Day 100% Customer Satisfaction Guarantee.

Some restrictions and limitations apply.

Custom Products

Custom Products are not eligible for the 60-Day 100% Satisfaction Guarantee as they are manufactured specifically to the Customers individual and unique requirements.

Accessories

If you bought new Kayden Accessory Products directly from Kayden, you may return the as-new Products to Kayden up to 30 days from the date of invoice for a refund or credit of the Product purchase price. Custom Accessories are not eligible for the 30-Day 100% Satisfaction Guarantee as they are manufactured specifically to the Customer’s individual and unique requirements. If you are an end-user Customer who bought reconditioned or refurbished Accessories from Kayden, you may return them to Kayden up to 10 days after the date of invoice for a refund or credit of the Product purchase price.

Expediting the Process of Your Return

To expedite the process of your refund or credit, Kayden expects you to return the Products to Kayden in their original or equivalent packaging within 10 days of the date that Kayden issues the Return Materials Authorization Number. Returns arriving outside of the ten-day window are subject to depreciation of the final refund/credit. Incomplete returns may not be credited. You must also prepay shipping charges and insure the shipment or accept the risk of loss or damage during shipment. You may return software for refund or credit only if the sealed package containing the diskette(s) or CD(s) is unopened. Returned Products must be in as-new condition, and all of the manuals, diskette(s), CD(s), and other items included with a Product must be returned with it.

This Accessory Return Policy does not apply to Kayden ‘Standard Products’, which may be returned under Kayden’s then-current "60-Day 100% Satisfaction Guarantee" return policy.

Some restrictions and limitations apply.

Proof of Purchase and 60-Day 100% Satisfaction Guaranteed Return Period

In order to return your Standard Product during the 60-Day return period, proof of the original purchase date (your invoice) of the Product may be required in order to establish the warranty period starting date for your Product. If proof of purchase is not available, the manufacturer’s date (located on the Product) becomes the beginning of the warranty period.

Exclusions

Returns (within the 60-Day 100% Satisfaction Guarantee) that may not be accepted include Products that have been damaged resulting from: (a) improper or inadequate maintenance or calibration; (b) software, interfacing, parts or supplies not supplied by Kayden; (c) unauthorized repair, maintenance or modification; (d) usage not in accordance with Product instructions; (e) operation outside of the published operating specifications for the Product; (f) improper site preparation or maintenance; (g) problems with electrical power; (h) accident, abuse, negligence, misapplication, misuse, loss or damage in transit; (i) Products that are altered or modified in any way; or (j) exposure to corrosive or abrasive environments.

Non-Kayden Purchases

Kayden provides no return services for items not purchased from Kayden.

Customer Responsibilities Before Contacting Kayden

Before you call to return a Product, please have ready the following information:

	a.		Customer name
	b.		Contact name
	c.		Telephone number
	d.		Address
	e.		The Product serial number
	f.		Reason for returning the Product(s) - (this will help us service our Customers better)
	g.		Proof of the original purchase date (your invoice)

At Kayden, we want to make it easy for you to do business with us. That’s why the Kayden 60-Day 100% Satisfaction Guarantee is always just a phone call away. Please feel free to contact us directly at (403) 253-1423 should you have any questions or comments with respect to Kayden Products.

Obtaining Product Return Service

For Product Return Service, you must contact Kayden or a Kayden Authorized Distributor/Support Provider within 60 days of the Product purchase date.

You may be required to justify the reason for returning the Product.
You may also be asked for proof of the Product purchase date.
Unless otherwise stated or agreed upon in writing with Kayden, all returned products must be complete with all components intact.

Kayden is a registered trademark of Kayden Instruments
CLASSIC, BASIC and Helping the World Switch are trademarks of Kayden Instruments

Updated September 25, 2007