Returns Procedure

Allen Vanguard Product Returns

(see below for Med-Eng™ Product Returns)

If you need to return goods or parts to us, please follow the RMA (Return Material Autorisation) instructions below.     

Step 1 - Report the Fault

Please report a fault on a piece of equipment to the service department, either by email to

techsupport@allen-vanguard.co.uk    

or by contacting the customer service direct on  +44 (0) 1684 851 146

The following information is required for the accurate recording of the fault:-

• Product Part Number
• Serial No of the equipment ( ECM /ROV)where applicable
• Customer Name and Contact Details of person reporting the fault
• Accurate description of the fault observed
• Return to address 

An RMA number will be issued to the person reporting the faul.

This number must be quoted on all correspondence especially on the packaging, both internal & externally of the returned item.

Step 2 - Return the Item

Arrange for the return of the item to the relevant service centre with RMA paperwork.

Step 3 - Our Response

Once the item is received it will be inspected and you will be advised as to the best course of action –

• repair or 
• replacement if the item is beyond economic repair. 

A quotation will be supplied (for non-warranty items) although NO corrective work will be started before written authorisation or a purchase order has been received from the customer.

The necessary repair/replacement work will be undertaken and the item(s) returned to the address provided on the purchase order or RMA paperwork.

Med-Eng™ Product Returns

Before returning any equipment please contact Customer Service to see if the problem can be resolved without returning the equipment.

Any Med-Eng™ equipment returning to Allen Vanguard requires a Return Materials Authorization (RMA) number, issued by Customer Service. Equipment that is returned without an RMA number may cause delays due to missing information.

Customer Service can be reached Monday to Friday, 8:00 a.m. to 4:30 pm (eastern) at 1-613-739-9646 or 1-800-644-9078 in the US and Canada or by email: service@allenvanguard.com.

When returning Med-Eng™ equipment to Allen Vanguard, for repair or exchange under warranty, please include:

• The RMA number, (for example: RMA #04-019), listed on the box.
• A brief description of the problem, including:
• The specific function(s) that is not working.
• How frequently the problem occurs and under what conditions.
• What activities the user was performing when the problem occurred.
• Additional information to help technicians solve the problem.

Upon receipt of the equipment and a preliminary inspection, your Allen Vanguard customer service representative will contact you to advise you of the problem with the equipment, any costs involved and the time required to fix the equipment.

Note: Any repairs involving a cost will require a Purchase Order number to authorize the repair.
Thank you for your cooperation in helping to serve you.