Phone:
E-mail:
FLEX Transmission Part Numbers:
Date(s) of Transmission Purchase:

Step 2: Fax or email this completed form with purchase order information to:
Fax:

(269) 746-6104

eMail: [email protected]

Eaton – Vehicle Group | Aftermarket | PO BOX 4013 | Kalamazoo, MI 49003

Aftermarket Support Process

Aftermarket Product
Return Policy (NAFTA)
AMRP0001

January 2014

Table of Contents

Verify Product is Eligible
Eligible - Eaton will Accept . . . . . . . . . . .1
Not Eligible - Eaton will Not Accept . . . . .1
Verify Basic Surplus Return Requirements
Product and Package Conditions . . . . . . . 2
Non-Package Parts . . . . . . . . . . . . . . . . . . . 2
Packaged Parts . . . . . . . . . . . . . . . . . . . . . . . 2
Part Reimbursement Value . . . . . . . . . . . . 2
Value for Semi-Annual Returns . . . . . . . . 2
Value for Direct Ship Returns . . . . . . . . . . . 2
Dear Valued Customer,
This policy applies to both Parts Distribution
Center (PDC) and Direct Ship returns for
affected Fuller clutches, Fuller transmissions
and transmission parts.
Following this policy will expedite the
processing of returns and prompt issuance of
credit for returned material.
Please note that this policy replaces all
existing return policies and excludes any
warranty return specifications.

Verify Guidelines for Non-Conforming Return Type
Eligible - Eaton will Accept
Non-Conformance Conditions . . . . . . . . . . 3
Not Eligible - Eaton will Not Accept
Non-Conformance Conditions . . . . . . . . . . 3
Verify Guidelines for Semi-Annual Return Type
Semi-Annual Return (OEM PDC Only). . 4
Return Schedule . . . . . . . . . . . . . . . . . . . . . 4
Contact Options for RMA Request . . . . . 4
Return Conditions . . . . . . . . . . . . . . . . . . . . 4
Verify Guidelines for Direct Ship Return Type
Direct Ship Return . . . . . . . . . . . . . . . . . . . . 5
Return Conditions . . . . . . . . . . . . . . . . . . . . 5
Contact Options for RMA Request . . . . . . 5
Return Product for Issued RMA
How to Return Product . . . . . . . . . . . . . . . . 6
Where to Return Product .. . . . . . . . . . . . . . 6
After Product is Returned
Return Validation Process . . . . . . . . . . . . 7
Return Requirements . . . . . . . . . . . . . . . . . 7
How to Check Return Status of an RMA . 7
Change Control Log . . . . . . .. . . . . . . . . . . . . . .8

Effective January 2014

i

Verify Product is Eligible

Eligible - Eaton will Accept:
•

Complete Clutch Assembly
(Includes all clutch Installation kits containing a complete
clutch assembly)
Purchased up to (2) calendar years prior to return
date based on product manufacturing serial number
(Example: AU0911052045).

•

These items are not eligible due to various environmental factors
and customer defined specifications:
1.

Shift Levers (stub levers are acceptable)

2.

Kits:
- Gaskets and/or gasket kits

Transmission Units
New service and Reman™ purchased up to (2)
calendar years prior to return. For Dealer Stock
Program return specifics see page 3.

•

Not Eligible - Eaton will Not Accept:

Transmission Parts
Purchased up to (2) calendar years prior to the return
date and meet all other conditions (basic return &
eligibility requirements).

- O-rings and/or O-ring kits
- Seals and/or seal kits
3.

Clutches will only be accepted as complete assemblies
and contained within the original packaging (single
pieces, i.e.; driven discs, cover assemblies, intermediate
plates and parts not returnable)

Note: Obsolete or parts that have undergone
engineering changes will be accepted up to (1)
calendar year from the date of obsolescence
or engineering change.
•

Direct Ship Orders
Must be returned within (1) calendar year from
purchase date.

•

OE PDC Orders
Eaton will accept up to (2) product returns per
calendar year from each customer.
Note: The combined value of semi-annual re- turns
can be no more than 4 percent of the prior
calendar year’s purchases (excluding nonconforming parts returns to calculate value).

•

English Language
All documents and communication must be in the
English language.
Note: The Eligibility reimbursement is communicated in
the “Verify Basic Surplus Return Requirements” on
page 2 & “Verify Non-Conformance Return
Requirements” page 3.

Effective January 2014

1

Verify Basic Surplus Return Requirements (Excludes Non-Conforming Returns)
Product and Package Conditions:
Non-Package Parts

•

•

-

Like-new

-

Saleable condition

-

Part must be free of rust or debris

-

Part must be free of damage

Packaged Parts
-

Like-new

-

Saleable condition

-

Must be in un-opened original packaging

-

Part must be free of damage

Packaging must be free of damage
________________________________________________________________________________________

Part Reimbursement Value:
•

Value for Semi-Annual Returns
-

•

Value for Direct Ship Returns
-

•

Reimbursed at current market price, the extended value of each line returned must be greater than $50.00 (USD) after the
restocking fee has been applied.
Reimbursed at the value (purchase price) charged on the original purchase order less the restocking fee.
The extended value of each line returned must be greater than $50.00 (USD) after the restocking fee has been applied

Value for Non-Conforming Returns
-

Reimbursed at the value (purchase price) charged on the original purchase.

Note: Product value and restocking charges on current price for annual returns and purchase price on direct ship orders.

Product Returned

Restocking Fee

Parts, assemblies, kits and clutches
(full assemblies only)

20% (Product Returned and Received at an Eaton Location in the US or Mexico)
25% (Product Returned and Received at an Eaton Location in Canada)

Transmission Units

10% (Product Returned and Received at an Eaton Location in the US or Mexico)
25% (Product Returned and Received at an Eaton Location in Canada)

Restocking Waiver Qualifications for Dealer Stock Transmission Program Only:

2

•

Stock must be held for at least (6) months, but no longer than (12) months

•

Dealer pays freight costs for all returns

•

Have an offsetting stock order at time of return for every transmission returned
Effective January 2014

Verify Non-Conformance Return Requirements
Eligible - Eaton will Accept NonConformance Conditions:
•

•

•

Part Marking and Packaging
-

Box of Part Marked / Labeled Wrong

-

Part Marked / Labeled Wrong

-

Wrong Part in Box

-

Mismachined

-

Misassembled / Missing Parts

-

Broken / Damaged Part or component that is not a
result of shipping damage

-

Wrong Software / Programming for part purchased

-

Packaging must be free of damage

-

Part must be free of rust or debris

Part / Assembly / Component Non-conformance
(RESULTING from shipping damage where Eaton
PAID for the Freight)

-

Lost part in shipping

-

Missing Parts

-

Broken Parts as a result of shipping damage
(package has evidence of damage – note that a
picture may be required to approve RMA request
and original box / packaging must be returned)

Note: Clutch Part / Installation Number, Serial Numbers,
and date codes must match the Part / Installation
Number, Serial Number, and date codes on the box.

•

•

Part or Component has NOT been installed in a
vehicle
-

Observed defect prior to or after retail sale, but not
installed

-

Observed defect prior to installation (cannot install)

-

Wrong part identified prior to or after retail sale, but
not installed

Broken / Damage resulting from Storage
Examples are (but not limited to) :

Part / Assembly / Component Non-conformance
(NOT RESULTING from shipping damage)

Broken / Damage where Eaton Paid the freight to
ship the part / component

•

Not Eligible - Eaton will Not Accept NonConformance Conditions:

•

-

Rust

-

Water / Heat / Environmental Damage

Broken / Damage when Eaton did NOT Pay the
freight to ship the part / component
-

Lost Part / Component in shipping

-

Missing Parts / Component in shipping

-

Broken or Damaged Parts / Component that is a
result of shipping damage (package has evidence of
damage)

Note: The party that paid for the Freight is responsible to
file a claim with the carrier for lost part or damage part /
component reimbursement.
•

Broken / Damage resulting from Installation

•

Failure related to the installed part after installation

_________________________________________________________________

Part Reimbursement Value:
•

Value reimbursed for Non-Conforming Parts is
communicated on page 2

Process for Non-Conforming Part Identified at Repair
Facilities:
•

Parts Received from OEM / PDC
-

•

Return the product to the OEM / PDC per the OEM /
PDC return process

Parts Received Direct Ship Returns
-

Follow the Direct Ship Return Guidelines within this
document.

If a Part or Component has been ordered through
the OEM and installed under Eaton direction
(must be documented by Eaton), where the part
did not cure the complaint, the part may be
returned under this policy.

Effective January 2014

3

Verify Guidelines for Semi-Annual Return Type
Note: For direct ship return type, see page 4

Return Conditions:

Semi-Annual Return (OEM / PDC Only):

Note: All returns are subject to these conditions

(Includes All Invoiced Purchaser of Products from Eaton)
Return Schedule
Eaton will accept up to (2) product returns per calendar year and
schedule from each customer.

Customer Name
(1st Letter)

•

Customers are required to submit a spreadsheet of
requested product to their Eaton Customer Support
Representative (CSR), with the part numbers and
quantities requested for return.

•

The Eaton CSR will then issue an RMA (Return Materials
Authorization) to the customer within (30) days in a