CAPS Returns & RMA Policy

We aim to match or exceed OEM standards of product quality.

Dedication to quality

In order to boost your confidence in us as a supplier a new Quality assurance department has been added to the company. Our intention is to tackle every issue systematically to increase the quality of the parts and services we supply whilst still retaining our competitive pricing structure.

"A good customer relationship is vital to the improvement process, the more order specific information we have about a fault the quicker we can reach the route cause of the problem."
Fraser Graham
NPD quality manager
CAPS and Airtec

Definition of terms:

Customer
Refers to the company buying a part from CAPS.
CAPS
Compressed Air Parts and Services, a trading name of Airtec Ltd.
Orders
to any order received online, by fax, email, letter or telephone.
Bought to order
Parts we purchase for a specific customer.
Stock item
A part we normally stock in our warehouse and used to fulfil a customer order.

Parts Ordered in Error:

  1. Parts ordered by the Customer in error may be returned provided the Customer notifies CAPS within 10 days from the date of invoice; and
  2. The product is a standard CAPSstock item (i.e. not bought to order, or OEM), unused, and in the condition in which it was originally shipped; and
  3. Transportation charges are prepaid by the Customer; and
  4. The Customer will accept a charge of £40 or 15% of the original invoice value depending on whichever is the greater value.
  5. CAPS will not accept any return for bought to order or OEM
  6. When notifying CAPS of a problem, the customer will be sent (via fax) a completed RMA form. This form authorises the customer to return the product. Any parts returned without the RMA form will be rejected (Sections 1-4).

Parts Shipped in Error:

  1. Products shipped in error by CAPS may be returned for full credit, with transportation costs paid by CAPS provided that the Customer notifies the Company within 30 days from the date of invoice; and
  2. When notifying CAPS of a problem, the customer will be sent (via fax) a completed RMA form. This form authorises the customer to return the product. Any parts returned without the RMA form will be rejected (Sections 1-4).

Damaged in transit:

  1. The Customer must notify CAPS within 3 working days of any products being delivered in a damaged state. Full details of product and packaging conditions must be provided along with a signed delivery note indicating that product was delivered damaged.
  2. When notifying CAPS of a problem, the customer will be sent (via fax) a completed RMA form. This form authorises the customer to return the product. Any parts returned without the RMA form will be rejected (Sections 1-4).
  3. On receipt of the sample pending investigation of the problem we aim to respond to the customer with 48 hours.

Defective parts:

  1. The Customer must notify CAPS of any defective products being returned. Full details of product and packaging conditions must be provided at point of notification.
  2. Defective parts are subject to the CAPS warranty.
  3. When notifying CAPS of a problem, the customer will be sent (via fax) a completed RMA form. This form authorises the customer to return the product. Any parts returned without the RMA form will be rejected (Sections 1-4).
  4. We aim to respond to all returned parts with details of the investigation report into the fault and how we will resolve the issue.

Order Cancellations:

  1. Cancellation of orders after allocation for shipment will be subject to a charge equal to 15% of the order value plus any additional charges incurred by CAPS such as transport charges or customs duties.
  2. CAPS will not accept the cancellation for bought to order or OEM parts unless CAPS can in turn cancel its obligations on its suppliers.