Returns & Repairs

We're sorry you are experiencing a problem with your product. We are here to help and encourage you to first reach out to our support team for technical assistance. Should you still require a repair or return, Control Solutions has established the following procedure to provide customers with the best possible support and shortest repair turnaround time. This procedure applies to products both in and out of warranty.

1. Complete the online RMA (Return Material Authorization).

Please complete the RMA form by clicking here. You may also call our technical support team at 630.806.7062 x3 to begin the RMA process. Should you wish to fax information, please fax to 630.806.7065 with "RMA" identified on the cover page.

2. We will be in touch via email and/or phone with your RMA number.

Our quality control/operations team will match your request against our Product Tracking System to determine if it is under warranty. This process typically takes 1-2 business days.

IMPORTANT: Do not return your product(s) until you have received an RMA number.

3. Pay for your repair service.

If it is determined that your product is not covered under warranty, you will be notified of the cost to repair your product. If you wish to proceed with the repair at the quoted price, our finance team will be in touch to arrange for payment.

4. Package your product(s) for return or repair.

Once you have received a RMA number, please note it on all documentation. Package the authorized product(s) using commercially acceptable material and packing methods.

Multiple items for a single RMA should be packaged in the same box.
Please do not include items for multiple RMAs in the same box.
Print out our packing slip and shipping label (click here for the PDF file), and include it in your shipment.

5. Ship your package(s) to Control Solutions.

Attach the shipping label to the package. Be sure to add the RMA number to the shipping label.

Mail your return using a trackable ground shipping method (i.e. UPS, FedEx, DHL, or equivalent freight company).

6. Repair process is underway.

We will notify you at set times during the repair process:

When we receive your RMA package and initial triage has been performed.
The outcome of the repair process that your product is ready to be returned to you.

POLICIES

Freight Payment Policy

You, the customer, pay and arrange for all inbound shipments to Control Solutions, regardless if the product is under warranty or not. Please insure your part shipment as we are not responsible for damage during shipment.

Return shipping from Control Solutions will be surface/ground freight unless specifically requested by you. If special requirements and/or expedited shipment are required this will be added to any repair expenses.

Inspection and Triage Policy

CSLLC will inspect the RMA shipment when it arrives. If it is damaged, CSLLC will notify you immediately. It is then your responsibility to initiate a claims inspection with your shipping company.

Upon receipt of the defective product(s), CSLLC will inspect, diagnose and, if under warranty, repair or replace the product(s). If defective units are out of warranty, repair charges may apply. When units are repaired they are restored to the manufacturer’s original operating specifications.

Control Solutions LLC reserves the right to refuse repair. If the customer wishes to have the product in question returned, it is at the their expense.

Repair Process Policy

Control Solutions LLC will impose an upcharge for the removal of post-factory installed devices attached to a product that impede the repair of the product. Examples include labels, mounting brackets, fasteners, and tape.

Control Solutions LLC strives to maintain an average repair interval of ten (10) business days but makes no guarantees regarding the period of in-house repair time.

It is Control Solutions’ policy to perform hardware and software upgrades to the latest revision level (where applicable and practical) free of charge for in-warranty product returns, unless the upgrade is due to a customer requested change.

Control Solutions LLC provides a 48-hour rush service to expedite repair of specific unit(s). Rush unit(s) will be prioritized and will be guaranteed to ship on the second business day after notification is provided to Control Solutions and returned components/unit(s) have been received. If an item is part of a previous shipment Control Solutions received, contact Control Solutions to locate the item and attempt to process it as a “Rush”. An expedite fee will be assessed per unit in addition to customary repair charges. Control Solutions LLC will only guarantee up to three (3) Rush units per customer per day.