After sales support and returns

Warranty evaluation:

• Items that have malfunctioned within the specified warranty period as a result of manufacturing defects.
• More information related to Warranty and our T&C’s can be found on our website: LINAK warranty and Terms and Conditions of sale.

What to expect after you have submitted a case for a warranty evaluation:

• You will receive correspondence from LINAK outlining the expected outcome.
• A ‘return purchase order’ with a negative value or a ‘purchase order’ to the value of $0 is required before you receive a return case document.
• The case will be received by our Warehouse Team and placed into a queue for assessment.
• Our Workshop Team will assess the product.
• If the product is deemed to have a manufacturing defect, your account will be credited to the invoice amount of the product.
• If the product is not deemed to have a manufacturing defect but is repairable, you will be notified and a purchase order to repair the product for the previously advised cost will be requested.
  • If you request the product to be repaired, our workshop will then repair the product.
  • You have the option to request the product to be returned to you instead of repaired, at your expense.
• If the product is not repairable, the items will be disposed of at no charge.
• Cases without resolution will be closed after 30 days of inaction. Items will be returned not repaired at your expense. The minimum cost for evaluation and return is 1hr labour per item plus freight.

Submit your case by completing the form here

Credit request:

• Return of product with the intention for LINAK to credit funds and put product back into stock.
• Case request must be made within 30 days of the invoice date.
• Product must be received at LINAK as new in a saleable condition.
• Reason for credit must be due to LINAK making an error processing a purchase order (PO).
• The below scenarios are not eligible for credit requests unless LINAK has made an error:
  • Change of mind
  • LINAK subsidiary ordered the item(s) specifically to fill a PO
  • Custom product specific to application or customer
  • Product assembled at local LINAK subsidiary

What to expect after you have submitted a case for a credit request:

• You will receive correspondence from LINAK outlining the expected credit value for each product. Please note, a restocking fee may apply.
• Where a return is required, you will receive a return case document from LINAK.
• The case will be received by our Warehouse Team and placed into a queue for assessment.
• Our Workshop Team will assess the product.
• A LINAK Customer Support representative will advise if the credit request has been approved or denied.
  • If approved, your account will be credited to the invoice amount of the product and a credit note issued.
  • If denied, you will be notified and the product will be returned to you at your expense.

Submit your case by completing the form here

Rework request:

• Return of product with the intention of converting it from one item number to another.
• These requests are generally only approved to correct mis-specified product.
• Requests to rework products from the field will only be approved in exceptional circumstances.

What to expect after you have submitted a case for a rework request:

• You must specify the item number you require. If it does not yet exist a description number will be satisfactory. Our Sales and Technical Support Teams can assist you with this.
• You will receive correspondence from LINAK outlining the cost of the new item and any additional charges or fees.
• A purchase order for the newly specified item will be required before any work will proceed.
• You will receive a return case document from LINAK.
• The case will be received by our Warehouse Team and placed into a queue for assessment.
• Our Workshop Team will assess the items and carry out the rework.
• A credit note for the product returned will be processed and an invoice for the new product will be issued.
• The product will then be dispatched to you.
• You will receive a credit note and an invoice.

Submit your case by completing the form here

Repair assessment:

• Return of damaged product that has been used, to assess viability of repair.
• Cost of the repair assessment is to be paid by the customer.

What to expect after you have submitted a case for a repair assessment:

• You will receive correspondence from LINAK outlining the standardised repair price for each product.
• A purchase order for that value will be required before receiving a return case document.
• The case will be received by our Warehouse Team and placed into a queue for assessment.
• Our Workshop Team will assess the product.
  • If the product can be repaired, our Workshop will then repair the product for the advised price.
  • If the product cannot be repaired, you will be advised of the price and lead time to replace the product instead. A revised purchase order will be required.
    • You have the option for LINAK to dispose of the product or have it returned ‘not repaired’ at your expense.
• Cases without resolution will be closed after 30 days of inaction. Items will be returned not repaired at your expense. The minimum cost for evaluation and return is 1hr labour per item plus freight.

Submit your case by completing the form here

Investigation request:

• This process is not to be confused with the Warranty Evaluation process.
• Investigations usually involve consultation between the customer and LINAK Australia & New Zealand, but can also involve input from other LINAK subsidiaries and LINAK HQ.
• This process is not intended to be completed quickly, but instead thoroughly.

What to expect after you have submitted a case for an investigation request:

• Please outline the specific reasons you are requesting an investigation, accompanied with any supporting information.
• You will receive a return case document from LINAK.
• The case will be received by our Warehouse Team and placed into a queue for assessment.
• Our Workshop Team will assess the product and consult with the appropriate people at LINAK.
• You will be advised of the outcome using an appropriate medium.
• The case will be closed when the stakeholders are satisfied LINAK’s investigation is complete.

Submit your case by completing the form here

Transport and Freight:

Please ensure all products returned are clean and sanitary. LINAK reserves the right to return items received in an unsatisfactory condition at the expense of the customer.

Avoid packing individual cartons to greater than 20kg. Products to be packed securely to avoid damage in transit. Weight limit ensures the freight carrier can deliver the package safely.

LINAK will only organise and/or bear the cost to return product from the customer to LINAK where an error in processing a purchase order has been made and can be clearly identified.

The customer bears the costs and responsibility for returning product to LINAK for warranty evaluation.