0-19
1. The customer contacts J&J with the warranty problem. The product warranty department or parts department
gathers information and makes arrangements to send the needed replacement to the customer. The parts department
also gives the customer an RMA # (Return Merchandise Authorization) at that time. (Please note: RMA # must appear
on returned goods package. Goods may be refused if no RMA# is present.)
2. Replacement goods are shipped AND ACCOUNT IS CHARGED according to established account terms, i.e. net
30, credit card, C.O.D. etc. J&J pays for the most economical shipping method. If the customer desires faster service,
the customer account will be billed for the price difference.
3. The customer returns the warantied parts at their expense to J&J with RMA # on the outside of package. The
warranty manager inspects the goods and one of two things will happen:
a. Credit will be authorized to the customer’s account in the amount charged for the replacement.
Note: Cash refunds are not given on warranty items.
b. If part is not warrantable because of normal wear and tear, damage by accident, etc, the warranty will be
denied and no credit will be issued; shipping charges will be billed. **See limited warranty for details**
Please make sure goods are returned using a traceable and insured method. Items lost or damaged in transit cannot be
the responsibility of J&J.
If this simple procedure is followed, the warranty usually goes smoothly. We seldom refuse to warranty an item.
Problems come from short-paying statements or refusing to pay for new replacement items. The most common reason
for a customer to not receive credit is failure to return the warranty item to J&J. If we do not receive the item, we
cannot get credit from our vendors, and therefore cannot issue credit to the customer.
HOW A WARRANTY IS PROCESSED
