Return & Refund Policy

To initiate a return request, please email to sales@sstautomation.com. Please include the serial number (SN code) of the products and an explanation of why you are returning the products.

Our Technical Support Engineers will contact you first. It is SST Automation’s belief that in most cases, although not all, we may be able to provide you a solution so that you may not have to return products to us. The Technical Support Engineer may request return approval for your product by our Sales department before a return material authorization (RMA) can be issued.

Once a RMA is issued, you will receive an email with a specific return authorization number (RMA number). This number must be included on the shipping label or shipping box (not the product box) when you return a product. Please ship the product to the appropriate address as stated in the return authorization email sent by the sales team within 4 weeks. If the products are not shipped within 4 weeks of the issue of the RMA number, the RMA will be closed.

See “Guidelines for Returns” below for complete details on how to return a product.

We cannot accept products purchased from one of our Preferred Distributors, Resellers, or any other third party. Please contact the Preferred Distributor from whom you purchased when seeking replacement, repair or credit.

30-day Money-back Guarantee

We offer a 30-day money-back guarantee on all products except Kepware products, beginning 10 days after the date of the invoice. This grace period provides ample time for you to receive the product. Products must be returned in the original boxes in like new condition. Restocking and refurbishing charges are incurred at the current cost of SST Automation’s parts and labor. SST Automation’s standard policy is that all customers are responsible for freight charges and tariffs fee when returning products under the 30-day money-back guarantee.

Warranty Replace/Repair

All SST Automation (hardware) products carry a minimum three-year warranty against defects in materials and workmanship. Please see our Limited Warranty for detailed information.

Warranty, Returns and Service Information for Kepware Products

SST AUTOMATION DOES NOT PROVIDE A 30-DAY MONEY-BACK PERIOD RETURNS OR ANY OTHER WARRANTY, EXPRESS OR IMPLIED, ON KEPWARE PRODUCTS, INCLUDING, WITHOUT LIMITATION, ANY WARRANTY OF MERCHANTABILITY, NON-INFRINGEMENT OR FITNESS FOR ANY PARTICULAR PURPOSE, AND WE HEREBY DISCLAIM SAME.

For any technical support needs, please use the following information:

• www.sstautomation.com chat support

• support@sstautomation.com

• 909-977-2988

Guidelines for Returns

The following guidelines do not apply to Kepware products.

Return Under Warranty

• Customer must contact SST Automation by email at sales@sstautomation.com to obtain the return material authorization(RMA). Please include the serial number (SN code) of the products and an explanation of why you are returning the products. If serial number labels have been defaced or altered in any way, the warranty will be void.
  • 30-day money-back:

    Must include the corresponding invoice.

  • Warranty Replace/Repair:

    Failure symptoms must be reported for each product returned for Quality Control purposes.

• Once a RMA is issued, you will receive an email with a specific return authorization number (RMA number). Please ship the product to the appropriate address as stated in the return authorization email sent by the sales team within 4 weeks. If the products are not shipped within 4 weeks of the issue of the RMA number, the RMA will be closed.
• The printed authorization email must be inserted inside the return package. Write the RMA number on the outside of the shipping box, not the product box. According to different return request, products must be returned in required conditions.
  • 30-day money-back:

    Products must be returned in the original boxes in like new condition. Include all documentation, cables and other components included with the original parts shipment. Any writing, marking, application of stickers, and otherwise defacing of the original product boxes will result in denial of credit.

  • Warranty Replace/Repair:

    Customer must return the parts specified on the return authorization. SST Automation will perform a pre-repair evaluation of the actual returned parts.

• Customer is responsible for return shipping charges and tariffs fee. All returned Products must be shipped freight prepaid. Shipments should be in an appropriate shipping container to avoid product damage. See “Limits of Liability” below.
• Return only products that are specified on the return authorization. Additional products sent without approval will be returned to customer.
• Please return the products to the appropriate address as specified in the email from sales@sstautomation.com within two weeks of issuance. Note: The address may not be SST Automation’s current Alhambra, California location, please check carefully for the correct return address.
• Shipments that do not follow above procedures will be returned to sender.

Return Out of Warranty

• Customer must contact SST Automation to obtain the RMA. Please include the serial number (SN code) of the products and an explanation of why you are returning the products. If serial number labels have been defaced or altered in any way, the request will be denied.
• The guidelines for return out of warranty are the same with those under warranty.
• SST Automation shall have no obligation to provide any warranty to the products out of warranty. If customer chooses to repair the defective unit, a purchase order will be required.

Refund

Once the returned product has been received by SST Automation, the refund will be issued within one business day and customer will be notified. Please allow up to 7 business days for the refund to be shown in bank statements.

Limits of Liability

A return authorization number does not guarantee a refund or replacement. If a refund is initially issued and the manufacturer of the product finds the problem to be due to “customer abuse,” credit will be reversed and you will be notified of such action.

SST Automation will accept no responsibility nor issue credit for packages damaged in transit for any reason. It is your responsibility to assure that the product is properly packaged for shipment.