Warranty & Return Policy
National Control Devices stands behind our products with an industry leading warranty covering any manufacturing defects for a full 5 years during which time we will replace or repair your device at little to no cost! If for any reason you are not satisfied or our product does not meet your requirements simply return the unaltered, undamaged device within 30 days for a full refund.
Return Policy & Money Back Guarantee
If, within 30 days of shipping your order, you find that it does not suit your needs, you may return it for a full refund (excluding shipping and handling). Because we do not maintain large stock we do not charge a restocking fee, but we also cannot accept returns on custom orders or orders containing 5 or more of a specific product since these are “made to order”.
Refunds are NOT issued under any circumstances beyond 30 days. We may however, choose to provide our customers with store credit depending on circumstances. You must obtain approval for ALL returns PRIOR to returning merchandise. Please Contact Us at: firstname.lastname@example.org to obtain authorization for returns. Items returned without authorization may be rejected at time of delivery or will not be processed until authorization has been approved.
Exception on Solid State Relays
Solid State Relays and Solid State Relay Controllers are an exception to this rule and do not qualify for this guarantee. These items are considered special order items and as such are non-returnable and non-refundable.
If your return does not qualify for a refund, it may, under certain circumstances, qualify for a store credit. Store credits apply under most circumstances to orders placed within 30 days.
NCD does not offer a mechanism of product exchange. NCD orders are handled separately. If your purchase qualifies for a store credit, a separate order may be placed to utilize your store credit. A direct exchange on a single invoice is not possible.
NCD is a direct manufacturer, not a stocking distributor. NCD manufactures your controller at the time you place an order. For this reason, NCD does NOT charge restocking fees under any circumstances.
Power supplies and power converters are considered third party components and are non-refundable, non-returnable, and non-reparable.
Power supplies will qualify for a refund under the 30 day money back guarantee provided that they are returned still in their original packaging.
Orders of five pieces or more of the same product are considered bulk orders. Bulk orders may not be cancelled once processing of the order has commenced. These orders are also non-returnable and non-refundable. Testing is highly recommended before purchasing in bulk.
Physical damage during shipping will only be covered if the Shipping Insurance option is selected at checkout.
Third Party Components
Any damage to the third party components such as solid state relays and communication modules is not covered by the warranty. Communication modules include, but are not limited to all Ethernet, WiFi, ZigBee, 802.15.4, XSC, Bluetooth, RS-232, and some USB modules.
Surface Mount Devices
All NCD devices are fully tested at the time of shipping. NCD products are shipped in a “functional” state meaning they pass communications, relay, power regulation, and input/output testing procedures. In the event a manufacturing defect is discovered, we will, at our option, repair or replace the controller. If the customer is located in the continental United States, UPS ground shipping will be paid by National Control Devices. If the customer is located outside the continental United States, such as Canada, Mexico, or other countries, NCD will NOT cover the return shipping charges. If the controller is returned without any manufacturing defects, the customer will be responsible for all return shipping charges. If the controller is received in a “non-functional” state (meaning the controller is completely unresponsive or damaged and no-longer passes relay, input/output testing procedures), the controller will NOT be covered under the NCD product warranty, as all NCD devices are shipped in a “functional” state. Exceptions may be considered if a manufacturing defect is discovered that could cause a “functional” controller to become “non-functional” over time. Our trained engineers will make this determination.
Surface Mount Repairs
Surface mount devices should be considered Non-Repairable by our customers. However, we will attempt to repair a damaged surface mount device for a fixed price of $50 to cover labor and parts that may be required. Surface Mount Repair procedures may cause damage to the controller. NCD will not be obligated to replace a controller that is damaged during the surface mount rework process. If the controller cannot be repaired, we will not charge the $50 repair fee. The customer may choose to have the controller returned to them (at additional cost) or to have the controller discarded. The $50 repair fee covers UPS ground shipping within the continental United States. Additional shipping charges will apply to customers in Alaska, Hawaii, Canada, Mexico, and all other countries.
Some NCD devices include a “Removable Tab” feature. Removable tabs allow the user to break the outer edges of a controller to reduce the size. With the tabs in place, the controller will fit a stock plastic enclosure. With the tabs removed, the controller will be physically smaller, but it will no-longer fit stock enclosures. NCD devices that are returned with the tabs removed are not returnable for refund or credit under any circumstances.
Due to the sensitive nature of NCD Microprocessor products, returns will not be accepted for these devices under any circumstances. A money-back guarantee, exchange, or store credit will not be honored for these products. Microprocessor products are defined as any product sold as a individual chip on our web site.
Special Order Items
Special Order items are custom manufactured at the time of order, and in some cases, are customized based on individual customer needs. Special Order Items do not qualify for a money-back guarantee but often times may be returned for store credit. You will be notified with a “Special Order” statement when an applicable product is added to your shopping cart. Special Order Microprocessor Products do not apply.
Software purchased from NCD cannot be returned for refund or credit under any circumstances.
NCD design engineers test and debug our firmware extensively PRIOR to a product release. However, it is not possible to guarantee that our products are 100% free of bugs. If you discover an error in our firmware, we can frequently suggest alternative methods to work around any problems you may have encountered. It is our view that Firmware Upgrades are simply a part of the natural evolution of technology. As such, we do not make special exceptions to our policies due to firmware errors.NCD engineers will examine firmware errors and make adjustments as required. However, it is often not possible to issue rapid changes to firmware, as NCD design engineers are frequently working on a product release schedule. If you are unsatisfied with a controller due to a firmware error, may return the device in accordance with our refund policy. Special exceptions to our policies due to firmware errors will NOT be made under any circumstances. Firmware upgrades are free, however, we do NOT release .HEX files and we do not cover shipping charges. To obtain a firmware upgrade, please contact contact us to make arrangements. Your controller must be returned to us in a functional state to qualify for a free firmware upgrade. NCD does NOT cover shipping charges in association with firmware upgrades under any circumstances.
Outside U.S. and CanadaThe return of NCD Products sold outside the U.S. and Canada will be handled on an individual basis based on circumstances. Replacement or Return Shipping charges outside the U.S. and Canada are not typically covered under our guarantee.
Since National Control Devices offers a free shipping option (U.S. customers only), National Control Devices does not offer refunds or credits for shipping charges under any circumstances. This includes, but is not limited to, shipping errors made by NCD employees or staff members and/or shipping errors made by UPS or any other courier service. This policy also applies to shipments that may arrive after the expected delivery date.
Our policies, like our business, have evolved over several years and serve as a mechanism to protect and grow our business. We believe our policies to be clearly outlined, as these policies have been registered and approved by Visa, MasterCard, American Express and Discover. If our policies are not acceptable to you, it may be possible for us to make exceptions if you contact us and negotiate a policy exception BEFORE placing an order. Exceptions to our policies will not be considered under any circumstances AFTER your order has been submitted. We like to work with our customers and their needs as frequently as possible, but it is only fair to negotiate a policy exception BEFORE an order is submitted. So once again, we invite you to review our policies BEFORE ordering from our company. If you require a policy exception, please contact us. Submitting an order on any of our web sites and affiliate sites indicates your agreement to the policies outlined on this page.
Disclaimer of Liability NCD is not responsible for special, incidental, or consequential damages resulting from any breach of warranty, or under any legal theory, including lost profits, downtime, goodwill, damage to or replacement of equipment or property, and any costs or recovering, reprogramming, or reproducing any data stored in or used with NCD products.