This Return and Warranty Policy applies to all UTC Fire & Security Canada,
operating as Chubb Edwards (“Chubb Edwards”), products and services
purchased directly from Chubb Edwards. All policies herein are subject to change
without
prior
written
notice.
Please
check
our
website
at
www.chubbedwards.com/serviceandsupport/pages/service.aspx for the most
current Return and Warranty Policy.
Note: Products purchased as part of a kit must be returned in their entirety, (i.e.,
the entire kit must be returned, not separate individual parts), in order to receive
product credit.
Note: All customer account credits expire within one (1) year from date of issue.
Note: Credit returns are not available for custom or special product orders. (See
“Custom or Special Product”)
RETURNING CHUBB EDWARDS PRODUCTS
Prior to the return of any product to Chubb Edwards, all customers must first
obtain a Return Material Authorization number (RMA). This RMA requirement
applies to all product returns, inclusive of Advance Replacement, Credit Return,
Warranty Repair, Warranty Replacement, and Non-Warranty Repair.
Chubb Edwards’ Customer Service Center, (see “Customer Service Center”), will
provide an RMA number along with an RMA Acknowledgment form that confirms
the customer’s request to return material through the Chubb Edwards’ RMA
process. In order to obtain an RMA number, all customers must provide the
following product related information:


SKU / Part Number
Original PO Number
Once an RMA number and RMA Acknowledgement form have been received,
customers are required to repackage the product appropriately, (see “Packaging
Your Shipment”), and return the product to the location identified on the RMA
Acknowledgement form, inclusive of affixing the RMA number on the outside of
the packaging.
All products must be returned freight prepaid within forty-five (45) days of
obtaining an RMA number. RMA numbers expire after the forty-five (45) day
period. Chubb Edwards will not accept returns with an expired RMA number nor
will Chubb Edwards accept “collect” returns. RMA product shipments received at
a Chubb Edwards facility from any freight carrier does not constitute RMA product
acceptance. Non-accepted product shipments will be returned to the customer at
the customer’s sole expense.
ADVANCE REPLACEMENT
Chubb Edwards will issue Advance Replacement product to replace defective
equipment that has failed upon “initial installation” for a period of sixty (60) days
after original date of shipment or, if applicable, the time interval as outlined in
original manufacturers advance replacement policy, whichever is greater.
All Advance Replacement products carry a full original equipment warranty and
will be shipped via ground transportation, “next business day”. Chubb Edwards
will invoice customer for all Advance Replacement products upon shipment and
will subsequently apply credit to customer account upon acceptance of returned,
defective product.
Chubb Edwards’ RMA department will receive and evaluate all returned product
to determine whether non-performance issues were due to improper installation,
misuse, abuse, or other user-related causes. In the event that a no-fault found or
a user-related cause is identified, Chubb Edwards will return the product to the
customer at customer’s sole expense, and no credit will be issued to customers
account.
Note: Advance replacement is not available for custom or special product orders.
(See “Custom or Special Product”)
CREDIT RETURNS
Chubb Edwards will issue 100% credit for any new, standard product items that
are returned unused, unopened and in the original shipping container within a
period of sixty (60) days after original date of shipment.
Any standard product returns received by Chubb Edwards after sixty (60) days,
but prior to one hundred twenty (120) days from the original date of shipment will
be subject to a 30% restocking fee. Credit returns will not be processed for any
product older than one hundred twenty (120) days.
WARRANTY REPLACEMENT / REPAIR
Subject to the terms of the limited warranty in effect at the time of purchase, (see
“Warranty Conditions”), and as set forth in the Chubb Edwards Terms and
Conditions of Sale, (see “Chubb Edwards Standard Terms & Conditions of Sale”),
Chubb Edwards will, at their sole discretion, replace or repair any product that
fails to meet the terms provided within the product’s warranty period. Warranty
periods vary based on product category, type of equipment and manufacturer of
origin. Chubb Edwards reserves the right to replace any product under warranty
with new, refurbished or remanufactured product.
All product warranty periods start from either; A) the original date of shipment
from a Chubb Edwards’ distribution facility or B) the manufacturer’s date code,
whichever is later, with the exception of Software products, whose warranty
period will always fall only under option A.
Chubb Edwards will ship repaired or replacement product at their sole cost, via
the same shipping method as the returned product was originally received under.
Customer can request alternative shipping method at their sole discretion and at
their sole cost.
NON-WARRANTY REPAIRS
Any customer returned product received by Chubb Edwards not otherwise eligible
for repair or replacement under the standard Warranty Conditions can be repaired
by Chubb Edwards at customers sole cost and discretion: a non-warranty repair.
Prior to the commencement of any repair work for all non-warranty repairs, Chubb
Edwards, in coordination with any applicable original equipment manufacturer, will
provide customer a complete repair estimate that includes anticipated charges for
parts, labor and shipping. Customer at its sole discretion, and within fifteen (15)
days of receipt of estimate, can determine whether or not to authorize Chubb
Edwards to complete repair work required.
If repair work is not authorized, or fifteen (15) day period expires, Chubb
Edwards, at its sole discretion, can return equipment to customer at customers
sole cost, or immediately dispose of equipment at customers sole cost.
Prior to commencement of any fully authorized repair work, customer must
provide Chubb Edwards with a Purchase Order number or Credit Card number
matching the amount of the repair estimate. Once repair work is complete,
Chubb Edwards will ship repaired product to customer, at customers sole cost
and via customers preferred shipping method.
Note: All parts and labor associated with non-warranty repairs will be granted a
warranty of ninety (90) days from the date of shipment, with the exception of all
Fire products, which are granted a warranty of one (1) year from the date of
shipment.
OUT-OF-POLICY
During the processing of all product returns, if any piece of returned equipment
fails to meet any or all requirements associated with Advance Replacement,
Credit Return, Warranty Replacement / Repair, or Non-Warranty Repair, it will
immediately be considered out-of-policy. If any returned product contains
obsolete or discontinued parts that are no longer available or repairable, Chubb
Edwards, in its sole discretion, will deem the product out-of-policy.
Chubb Edwards will notify customer of any returned equipment deemed out-ofpolicy and customer at its sole discretion, and within fifteen (15) days of receipt of
notification, will determine whether or not to authorize Chubb Edwards to return
equipment to customer, at customers sole cost, or immediately dispose of
equipment at customers sole cost. If customer fails to notify Chubb Edwards of its
preferred direction pertaining to the return or disposal of any out-of-policy
equipment within the fifteen (15) day period, Chubb Edwards, at its sole
discretion, can immediately dispose of equipment at customers sole cost.
PACKAGING YOUR SHIPMENT
It is the customer’s responsibility to ensure the protection of all products being
returned to Chubb Edwards, inclusive of packaging material utilized and shipping
method and carrier chosen. Chubb Edwards reserves the right to deny warranty
coverage for any product damage caused by failing to meet the following
packaging and shipping requirements:

All electronic components must be taped and/or contained in their
original electrostatic protective packaging or equivalent substitute.

All parts must be packed securely inside the external shipping carton
to prevent mechanical damage.

External packaging must be sufficient to protect the contents from the
usual hazards of shipping.
CUSTOMER SERVICE CENTER
Chubb Edwards Customer Service, 625 6th Street, Owen Sound ON N4K5P8
Toll Free: 1-866-298-2778 or 1-800-265-3709
Fax: 1-800-315-9256
E-mail: rma@fs.utc.com
CUSTOM OR SPECIAL PRODUCT
In Chubb Edwards sole discretion, any product that has been made to order for
specific customer related requirements, any product that has been manufactured
to custom design specifications, (Ex: EST3 Panels), or any product that has been
modified in any way from its original factory condition to suit specific customerrelated design, function or brand requirements will always be deemed as Custom
or Special Product.
WARRANTY CONDITIONS
For the applicable product warranty period, (see “Product Warranty Period”),
associated with any particular product, Chubb Edwards warrants that its products
are free from defects in workmanship and materials, and will conform to Chubb
Edwards’s published specifications, subject to the terms of this limited warranty.
This warranty extends only to Buyer and does not extend to any other party.
Chubb Edwards is not responsible for components that Chubb Edwards has not
supplied. Nor is Chubb Edwards responsible for conditions, changes, alterations,
additions, or applications over which Chubb Edwards has no control. Defects or
problems as a result of such components, conditions, changes, additions,
alterations or applications are not the responsibility of Chubb Edwards. Such
conditions include normal wear and tear; catastrophe; fault or negligence of or
damage caused by the user or a party other than Chubb Edwards; improper
installation, application, storage, maintenance, or use of products; improper or
negligent change or alteration of the product; other causes external to products;
or failure to conform to any applicable recommendations of Chubb Edwards. The
warranty does not cover, and Chubb Edwards does not warrant, batteries of any
type. To the extent that any product includes software or firmware, whether
included in a product furnished hereunder or provided separately, Chubb
Edwards warrants that such software/firmware will, at the time of delivery by
Chubb Edwards and for a period of 90 days thereafter, conform in all material
respects to Chubb Edwards’s documentation relating to such software/firmware.
In the event of product discontinuance, the applicable warranty period going
forward for units previously sold and for units sold in the future, will be announced
in conjunction with announcement of the product discontinuance and may, at
Chubb Edwards’s sole discretion, be shorter than the term of the original
warranty.
If any Chubb Edwards product fails to meet this limited warranty, Chubb Edwards
will not be responsible for labor costs of removal or reinstallation of products. The
repaired or replaced product is then warranted under the terms of the limited
warranty for the balance of the term of the warranty or for 90 days, whichever is
longer.
The preceding subsections of this limited warranty set forth the exclusive
remedies for claims based on any defect, failure, malfunction, or any other
performance or nonperformance of any product, whether the claim is in contract,
indemnity, warranty, tort (including negligence), strict liability or otherwise, and
however instituted. Upon expiration of the applicable limited warranty period, any
liability of Chubb Edwards in connection with such exclusive remedies shall
terminate, and Buyer shall have 30 days after the warranty period to give written
notice of any defects, failures, malfunctions, or other performance or
nonperformance issue that appeared during the warranty period. The foregoing
limited warranty is exclusive and in lieu of all other warranties, whether written,
oral, implied, or statutory. NO IMPLIED WARRANTY OF MERCHANTABILITY
OR FITNESS FOR PARTICULAR PURPOSE SHALL APPLY.
WARRANTY DOES COVER:
1. The warranty applies only to products remaining in their original installation
location.
2. All product must be installed properly and by a licensed technician.
3. Installation, use, care, and maintenance must be normal and in accordance
with instructions contained in the Installation Instructions, Owner’s Manual and
Company’s service information.
4. Proof of purchase may be required.
LIMITATIONS OF WARRANTIES:
ALL IMPLIED WARRANTIES AND/OR CONDITIONS (INCLUDING IMPLIED
WARRANTIES OR CONDITIONS OF MERCHANTABILITY AND FITNESS FOR
A PARTICULAR USE OR PURPOSE) ARE LIMITED TO THE DURATION OF
THIS LIMITED WARRANTY. SOME PROVINCES DO NOT ALLOW
LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY OR CONDITION
LASTS, SO THE ABOVE MAY NOT APPLY TO YOU. THE EXPRESS
WARRANTIES MADE IN THIS WARRANTY ARE EXCLUSIVE AND MAY NOT
BE ALTERED, ENLARGED, OR CHANGED BY ANY DISTRIBUTOR, DEALER,
OR OTHER PERSON, WHATSOEVER.
To the extent permitted by Law. the aggregate liability of Chubb Edwards hereunder
whether in contract, tort (including negligence} or otherwise, will be limited to the
purchase price of the Product However, the forgoing limitation does not limit the
liability of Chubb Edwards for third party claims for injury to, or death of a person,
arising from the gross negligence of Chubb Edwards or an alleged defect in the
Product.
WARRANTY DOES NOT COVER:
1. Normal maintenance as outlined in the installation and servicing instructions or
product Owner’s Manual.
2. Failure, damage or repairs due to faulty installation, misapplication, abuse,
improper servicing, unauthorized alteration or improper operation.
3. Failure to start due to voltage conditions, blown fuses, open circuit breakers, or
damages due to the inadequacy or interruption of electrical service.
4. Failure or damage due to floods, winds, fires, lightning, accidents, corrosive
environments or other conditions beyond the control of customer.
5. Parts not supplied or designated by Chubb Edwards or damages resulting from
their use.
6. Products installed outside the Canada and U.S.A. or its territories.
7. ANY SPECIAL, INDIRECT OR CONSEQUENTIAL PROPERTY OR
COMMERCIAL DAMAGE OF ANY NATURE WHATSOEVER.
Some provinces do not allow the exclusion of incidental or consequential
damages, so the above limitation may not apply to you. This Warranty gives you
specific legal rights, and you may also have other rights which vary from province
to province or state to state.
PRODUCT WARRANTY PERIOD
All product warranty periods start from either; A) the original date of shipment
from a Chubb Edwards’ distribution facility or B) the manufacturer’s date code,
whichever is later, with the exception of Software products, whose warranty
period will always fall only under option A.
Unless otherwise stated elsewhere in this Return and Warranty Policy, specific
product warranty period timelines related to Chubb Edwards’ provided product will
be either; A) a standard one (1) year warranty period or B) the specific warranty
period duration as outlined in the original equipment manufacturer’s product
documentation that came with the product, whichever is longer.
**Processing Fees May Apply**