Osburn 3500 Wood Insert

Warranty

Our warranty team has 30 years of experience and we want to use this to your benefit!

Once a problem pops up, we always recommended that you and/or your customer reach out to the manufacturer’s technical support lines to identify the issue and receive any part numbers necessary for the product in question. Part numbers and serial numbers will be essential for success on these calls and throughout the entire warranty process. While we ask you to troubleshoot and gather the information needed to submit the warranty to the manufacturer, we also ask that you refrain from initiating a claim through them. Instead, submit the warranty claim via our web form and we’ll submit it for you. 
Since all warranties are manufacturer warranties with their own terms and conditions, deciding to submit a claim directly isn’t the end of the world. It will largely inhibit our warranty team’s ability to assist you throughout the process which is why we recommend letting us submit any claims on your behalf. We’re here to support you and your customers and know the best practices to ensure the most expedited and transparent warranty process. 

How do I start my warranty claim?

Warranty claims are initiated by completing our warranty claim web form. All fields on the form are requirements from the manufacturer and are considered essential information. Once submitted, the completed form is sent to our customer service team to process with AF Distributors’ warranty department. If any missing or additional information is needed, our team will request it. 

Warranty Claim Form: https://www.afdistributors.com/warranty-policy/

Warranty Claim Process

1. Reach out to the manufacturer’s tech support to troubleshoot the issue and gather any applicable part numbers, case numbers, etc.
2. Complete and submit the warranty claim web form with all required information.
3. AF Distributors’ warranty team submits the claim to the manufacturer on your behalf and sends confirmation that it was sent.
4. AF Distributors provides any updates received from the manufacturer such as ETAs and tracking info.

How long does it take to get a replacement part?

Ultimately, lead times vary. This is especially true if items are on backorder. The manufacturer may dropship from their facility to the end customer, but if drop-shipping is unavailable the product will ship to the dealer or distributor. Warranty items that arrive at our warehouse will be sent out at our earliest availability.

Can I receive a new log set if I received one with a broken log?

In most cases, manufacturers offer individual log replacements so it’s unlikely that you will need an entirely new log set. If there is visible damage to the product upon arrival, it is highly recommended that the receiver refuses the shipment. This will automatically change the nature of the issue from being warranty related to becoming freight related. The damaged product will need to be sent back to AF Distributors and our customer service team should be contacted immediately to get the product or a replacement log
re-shipped and a freight claim started.

Should I have a licensed professional install my product?

Yes, we highly recommend using a licensed professional to install and service your product. Some manufacturers will void warranties and deny claims if the product was not installed by a licensed

Can I submit a freight claim and a warranty claim on the same product?

No, a claim is either freight or warranty. If there is damage to the product (visible or concealed), it should always be filed as a freight claim within 48 hours of arrival at your facility. If it is a defective part, it will be a warranty issue. There are special exceptions based on the circumstances, but it is highly unlikely that a situation requires a freight and warranty claim simultaneously.

Return Policy

Our customers have 60 days to file an RMA. RMA forms must be completed entirely and include pictures of the item(s) you wish to return. Once submitted, the RMA process with our customer service team can begin.

 
How does an RMA work?

Return authorizations must first be approved by AF Distributors. All eligible products must be returned in their original packaging and in new, re-sellable condition. 

Return Merchandise Authorization Form: https://www.afdistributors.com/return-policy/

Is there a re-stocking fee?

Yes. If eligible for return, a 20% re-stocking fee will apply.

What if an RMA is issued by the manufacturer for a warranty?
Some manufacturers will request that warranty claim items be returned directly to them. In this instance, we will coordinate with the manufacturer and we will provide both the RMA and the BOLs to you.

If I refused damage product, will I need an RMA?
No. If product is refused due to damage, the freight claim will be automatically initiated by the carrier and returned to AF Distributors. Please alert our customer service team immediately so we can coordinate a replacement shipment or issue a credit.

Is an RMA the same as a credit?

No. An RMA is simply documenting and approving the return of merchandise to AF Distributors. Upon approval, credits will be issued and are handled on a case-by-case basis. For example, RMAs received in unsellable condition are not eligible for credit. To avoid running into a situation like that, it is best to ship your return in a way that minimizes damage. If the product is eligible for credit, it will be applied to the original invoice.

Can I return obsolete or special-order items?

No. Special order items cannot be canceled or returned once they have been ordered from the manufacturer. Obsolete or discontinued product cannot be returned once purchased.

 
What happens if I get an RMA approved by AF Distributors but I don’t ship back the
product?

RMA’s are valid for 60 days. If the items are not return to AF Distributors in new, re-sellable condition by that time the RMA will expire and the product will not be eligible for a new RMA.

What happens if the product I am returning is damaged or unsellable upon receipt?

It is our customers’ responsibility to return the product in the same new/undamaged condition in which it was received. If a returned product is damaged, it will not be eligible for credit. We are not responsible for items received damaged.

Can I return a product that has been installed or burned?

No. If a customer has installed or burned a product, the RMA will be denied. This is a liability issue and AF Distributors is not responsible for any items once they have been installed and/or burned. If an item is believed to be defective, we will be happy to assist you with the warranty process.