spreadsheet format showing the part number, quantity,
value and reasons for rejection of any parts not accepted.

•

Any Changes to quantities or part numbers to be
returned must be communicated to the Eaton CSR
before the parts are physically shipped.

•

The Eaton CSR will authorize any changes at that time.
Failure to notify the Eaton CSR of changes will result in
an unauthorized product(s) to be returned to sender
freight “Collect”.

•

Customers with multiple locations will be given a single
RMA for each ship from facility, and instructions to return
all requested material on one shipment per facility.
(Example: Each PDC location will be given an RMA for
return and instructed where to ship to)

•

All returns must be received within (30) days of receipt of
the RMA from Eaton. All open returns not received within
(30) days will be cancelled and the customer will be
required to wait until the next available Semi-Annual
return date.

•

Customers must provide tracking number to the Eaton
CSR for the return.

Return Submittal Months

A-D

May & November

E-I

February & August

J-M

January & July

N-R

March & September

S-Z

April & October

Contact Options for RMA Request:
1.

Contact your Eaton Customer Support Representative to
initiate a return. If you are unsure of your contact, please
call 1-800-826-4357.
(Canada Direct Ship Returns 1-888-507-1500)

2.

Select Option (1). (Parts availability and ordering)

3.

Select the appropriate category.

Note: Requests for a Return Materials Authorization (RMA) must
be received on or before the first day of the designated
month. Eaton will respond within the return month.
Note: Products returned without an RMA are subject to rejection at
the time of delivery and will be returned to the supplier
freight “Collect” if an RMA cannot be associated with the
return.

4

Effective January 2014

Verify Guidelines for Direct Ship Return Type
Note: For semi-annual return type, see page 3

Direct Ship Return:
Direct ship refers to any product shipped from an Eaton facility to a
final destination (dealer / repair facility / customer) for the purposes
of a direct ship program, clutch factory direct ship program and/or
truck down order.

Contact Options for RMA Request:
1.

Contact your Eaton Customer Support Representative to
initiate a return. If you are unsure of your contact, please
call 1-800-826-4357.
(Canada Direct Ship Returns 1-888-507-1500)

2.

Select Option (1). (Parts availability and ordering)

3.

Select the appropriate category.

Note: The Direct Ship Returns must be returned to the same Eaton Note: Parts / Units associated with a Return Materials
location from which the product was originally shipped.
Authorization (RMA) must be received within (30) days of
the receipt of the RMA from Eaton. Product not received
within (30) days will be cancelled and customer will be
Return Conditions:
required to request a new direct ship return RMA.
Note: All returns are subject to these conditions
Note: Products returned without an RMA are subject to rejection at
the time of delivery and will be returned to the supplier
•
Eaton will accept direct ship product returns at any
freight “Collect” if an RMA cannot be associated with the
time.
return.
•
Products must have been shipped direct from an Eaton
location to the location requested on the RMA.
•

Direct ship returns are not subject to the Semi-Annual
return schedule (OEM PDC Only).

•

Dealers must provide the purchase order that the part
was originally ordered under.

•

CSR to provide a Return form that the dealer must return
with the shipment.

•

Direct ship returns do not count against the Semi- Annual
returns.

•

Direct ship orders must be returned within (1) calendar
year from purchase date.

•

Customers must provide tracking number to the Eaton
CSR for the return.

Effective January 2014

5

Return Product for Issued RMA
How to Return Product:
•

Where to Return Product:

Return surplus parts and components freight “Prepaid”.
Note: Surplus shipment will be REJECTED if sent any
method other than freight “Prepaid”.

•

Returns of non-conforming parts or components that are
eligible for return, return instructions will be provided by
your CSR:

•

Products MUST be Clearly Marked to ensure accurate
and timely processing of the return:
1.

Individual package/box of part is required to prevent damage

2.

Utilize an “over-pack box” for multiple items returned

3.

Place a Packing Slip on the outside of the box for all
returns on the inside of the box for over pack boxes

4.

Identify the RMA on the Bill of lading and outside of
box

Note: Products returned without an RMA are subject to rejection at
the time of delivery and will be returned to the customer
(shipper) freight “Collect” if an RMA cannot be associated
with the return.
•

Customers with multiple locations will be given a single
RMA for each ship from facility

•

Instructions will be given to return all requested material
on one shipment per facility

•

All products are to be returned to the Eaton facility from
which it originally shipped.

•

The Eaton CSR will identify which product should be
returned and to which facility

The following is a list of the “return to” facility for each product type:
Heavy and Medium Duty
Transmission Units

Transmission Parts

Eaton
Attn: Returns RMA#

Eaton

Attn: Returns RMA#

201 Brandon Street

Attn: Returns RMA#

7365 Winton Drive

Clutch Products, Heavy & Medium
Duty Transmission Units,
And Transmission Parts
(Within Mexico),

Auburn, IN 46706

744 South Battleground Hwy 29 South

Building 128

Eaton

Kings Mountain, NC 28086

Indianapolis, IN 46268

Attn: Returns RMA#

Clutch Products

Eaton

Eaton

Industries Manufacturing GmbH

Attn: Returns RMA#

Eaton

Eaton

AV. Circuito Mexico No. 200

5808 Long Creek Park Drive

Attn: Returns RMA#

Attn: Returns RMA#

Parque Industrial Tres Naciones

Suite K

Eaton CEVA Logistics

2160 Williams Parkway

San Luis Potosi, SLP, MX CP 78395

Charlotte, NC 28269

8402 Bob Bullock Loop

Brampton, ONT L6S 5X7

Laredo, TX 78045
Eaton
Attn: Returns RMA#

Eaton

2160 Williams Parkway

Attn: Returns RMA#

Brampton, ONT L6S 5X7

1600 Airport Road
Shenandoah, IA 51601

Eaton
Attn: Returns RMA#

Eaton

10725 25th Street NE, Unit #124

Attn: Returns RMA#

Calgary, Alberta T3N 0A4

2160 Williams Parkway
Brampton, ONT L6S 5X7

Eaton
Attn: Returns RMA#

Eaton

Eaton CEVA Logistics

Attn: Returns RMA#

8402 Bob Bullock Loop

10725 25th Street NE, Unit #124

Laredo, TX 78045

Calgary, Alberta T3N 0A4

6

Reman™ Transmission Units
Eaton
Attn.: Return RMA#
C/O ATC Drivetrain Reman-East
7725 West Reno – Suite 100
Oklahoma City, OK 73127
Eaton
Attn: Returns RMA#
National Remanufacturing Centre
1455 Michael Street Unit # 1
Ottawa, ONT Canada K1B 3R3

Effective January 2014

After Product is Returned
Return Validation Process:
•

All products will be inspected and assessed against
return requirements by Eaton Quality personnel based on
product return eligibility and the basic Return
Requirements.

•

All rejected product will be returned to the sender by
freight terms “Collect” without prior notification.

•

Customers may request explanation of a rejected return
and ineligible parts in question.

•

Eaton will complete the accepted return material process
within (60) days from receipt of the return.

Effective January 2014

How to Check Return Status of an RMA:
1.

Contact your Eaton Customer Support Representative
to check your return status.

2.

If you are unsure of your Eaton Customer Support
Representative contact, please call 1-800-826-4357 for
return status.

3.

Select Option (1). (Parts availability and ordering)

4.

Select the appropriate category.
•

You must provide your approved RMA Number, as
this will expedite your inquiry.

7

Change Control Log
Last Revised Date

Description of Clarifications and Updates

January, 2012

Launch Policy in New Format to include Non-Conforming Parts Returns
Changes:
Added Non-Conformance Part Return to Policy
Parts returns are limited to (2) calendar years
Updated Addresses
Added Canadian Direct Ship Parts phone number
Changed Return Validation Eaton response from 90 days to 60 days

January, 2013

January, 2014

8

Changes:
Updated Eaton call center contact option number for RMA requests.
Removed Units/Components with a Core Charge section
Changes:
Updated Addresses
Added notes stating customer to provide Eaton CSR with tracking information.

Effective January 2014

Copyright Eaton Corp. 2011. Eaton hereby grant
their customers, vendors, or distributors permission to
freely copy, reproduce and/or distribute this document
in printed format. It may be copied only in its entirety without any
changes or modifications. THIS INFORMATION IS NOT
INTENDED
FOR SALE OR RESALE, AND THIS NOTICE MUST
REMAIN ON ALL COPIES.

©2011 Eaton Corporation
All Rights Reserved. Printed in USA