If you need to make a return, call Stens Customer Service for a Return Authorization Number (RA#) or fill in the online warranty claim form. There is no restocking fee on returns due to warranty claims, defective merchandise or Stens shipping errors (if reported within 30 days). All other returns will be charged a 15% restocking fee. Freight must be prepaid by the customer and will be reimbursed for warranty claims, defective merchandise and Stens shipping errors. Obsolete items cannot be returned at any time. Items not in salable condition, in the original Stens package (where applicable) will be charged an additional 25% repackaging fee.
The following information is important for all Stens customers to read and understand.
Stens Guarantees Its Parts 4 Times Longer Than Most Original Equipment Manufacturers
Stens Corporation guarantees that any goods supplied by us shall be free
from defects in material and workmanship under normal use and service
for ONE FULL YEAR from the date of purchase by the consumer. Most OEM's
offer only a three month warranty. Stens stands behinds its parts for
four times as long! See warranty details listed below.
Stens written parts and labor warranty program provides you with the
assurance you need to repair any type or brand of equipment.
Under the Stens labor warranty program:
Parts will be reimbursed at the invoice price. Stens will also
reimburse for actual repair time as determined by Stens' flat rate
guide. Flat rate allowances are based on OEM averages for similar types
of equipment. This includes time for removal and replacement of an
engine. Stens will also reimburse the freight cost on parts that need
to be returned. Routine maintenance items are not included under the
Parts and Labor Warranty Program as stated by our Express Limited
Warranty. Routine maintenance items include, but are not limited to
replacement filters and spark plugs. Dealers submitting fraudulent
claims will lose their qualifications for the Stens Labor Warranty
Program.
Increased reimbursement amounts for labor warranty:
Stens reimbursement amounts for labor warranty work were recently
increased. If you are not currently qualified for our Medalist program,
please contact our Customer Service Department for details.
Stens Corporation ("Stens") warrants to the original user and consumer
("consumer" or "you") that any goods supplied by Stens shall be free
from defects in material and workmanship under normal use and service
for one year from the date of purchase by the consumer.
This EXPRESS LIMITED WARRANTY does NOT apply where there has been a
failure of the goods due to alteration, repair subsequent to the
purchase, misuse, improper installation, neglect or accident.
If you believe you have purchased defective goods from Stens as
described above, notify Stens of why you believe the goods are
defective. Stens will either request you return the defective goods to
Stens for inspection or will rely upon the information you have provided
to determine whether the goods are defective as described above. If any
goods are proven to be defective, then Stens, at its sole option, will
repair or replace the defective goods, refund the purchase price
(excluding sales tax), or issue a credit toward the purchase of goods
from Stens in the future. You are responsible for any and all
transportation costs associated with the inspection, repair or
replacement of defective goods, and in no event shall you be entitled to
damages exceeding the purchase price (excluding sales tax) you
originally paid for the goods. Should the warranty provided by the
manufacturer of the goods sold to you by Stens contain terms and
conditions which are more favorable to the consumer than this EXPRESS
LIMITED WARRANTY, you agree that the manufacturer's warranty, and not
Stens EXPRESS LIMITED WARRANTY, shall be your sole and exclusive remedy
and warranty.
Except as provided above in the section entitled EXPRESS LIMITED
WARRANTY, Stens makes NO other EXPRESS OR IMPLIED WARRANTIES of any
kind, whether as to MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.
If any of Stens sales people and/or representatives have made any verbal
statements about the goods, these statements do not constitute
warranties and are not a part of Stens EXPRESS LIMITED WARRANTY.
Stens shall not be liable for ANY incidental or consequential damages
that the consumer alleges he/she may have suffered as a result of the
purchase and/or use of goods from Stens. This exclusion of liability for
incidental and consequential damages includes, but is not limited to,
claims for lost profits, any costs or expenses for labor,
transportation, or other expenses incurred by reason of the use or sale
of any defective goods. This EXPRESS LIMITED WARRANTY gives you specific
legal rights and you may have other rights which vary from state to
state as some states do not allow the exclusion of warranties and
incidental or consequential damages, or the limitation of remedies.
The warranty for wholegoods, i.e. Merlin trimmer, Stenmow, Robin
engines, etc., may be different than the Stens Express Limited Warranty.
Complete warranty information is included in the owner's manuals for
most of these products.
If an original equipment manufacturer ("OEM") refuses to honor the
OEM's written warranty solely because you have purchased and used Stens
replacement parts in the OEM's product, then Stens will allow you to
substitute the rights and remedies provided to you under the OEM's
written warranty for this EXPRESS LIMITED WARRANTY. To be eligible for
this OPTIONAL OEM WARRANTY, you must obtain from the OEM and provide to
Stens written confirmation from the OEM that it, the OEM, has refused to
honor the OEM written warranty solely because you purchased and used
Stens replacement parts in the OEM's product.
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