Warranty and Returns

Overview

This policy applies to all returns, exchanges, RMAs, and warranty claims.

Orders shipped outside the United States are subject to our International Orders Policy. For international orders, additional terms regarding shipping, customs charges, duties, taxes, import fees, returns, warranty claims, and refunds may apply.

Return Merchandise Authorizations (RMAs)

A valid Return Merchandise Authorization (RMA) number is required for all returns and warranty claims.

Products returned without an approved RMA number and completed RMA documentation may be refused and returning the product will be at the cost of the customer.

To request an RMA:

Unopened/Unused Product Returns:  sales@ctr-electronics.com

Product Warranty Claims:  support@ctr-electronics.com

Please include:

  • Product name
  • Description of the issue or reason for return
  • Date of purchase
  • Proof of purchase- order number or receipt
  • Place of purchase

Once approved, CTR Electronics will provide an RMA number and return instructions.

Return Eligibility

Returns of unopened products are accepted within 10 days of purchase.

Unless otherwise required by law:

  • Products must be unused and unopened
  • Products must be returned in original condition
  • Products must include all original components, accessories, and packaging

Certain products may not be eligible for return based on condition, usage, or product type.

All activated programming and software purchases are non-refundable.

Please contact sales@ctr-electronics.com with any questions regarding return eligibility.

Restocking Fees

A restocking fee of up to 25% may apply to eligible returns.

Additional restocking or processing fees may be charged if:

  • Packaging is damaged
  • Products cannot be repackaged for resale
  • Returned items require additional inspection, cleaning, or processing
  • The return falls outside the standard return eligibility requirements and is approved at CTR Electronics' discretion

Any applicable restocking fees will be deducted from the refund amount.

Return Shipping

Unless required by law or otherwise approved by CTR Electronics:

  • Customers are responsible for return shipping costs
  • Original shipping charges are non-refundable
  • Return shipping labels may be provided at our discretion
  • Returns can be dropped off at CTR Electronics in Macomb Twp, Michigan during regular business hours after the RMA number is assigned. 

Refunds

Refunds are processed after returned products have been received and inspected.

Refund timing may vary depending on payment provider processing times.

Refunds may be reduced or denied if returned products:

  • Show signs of misuse
  • Are damaged beyond normal inspection handling
  • Are missing components, accessories, or packaging
  • Do not meet return eligibility requirements

Applicable restocking fees may be deducted from eligible refunds.

International Returns

International returns are subject to the International Orders Policy.

Additional charges may apply, including:

  • International shipping costs
  • Customs duties and taxes
  • Brokerage fees
  • Storage or handling charges
  • Restocking fees
  • Other costs incurred during recovery, transportation, or processing

International shipping charges, customs-related charges, brokerage fees, and similar third-party costs are generally non-refundable once incurred.

Refunds related to international orders may be delayed until all applicable carrier, customs, and brokerage charges have been finalized.

International customers also have the opportunity to complete RMAs, exchanges, returns, or receive technical support onsite at the FIRST World Championship event. Please contact sales@ctr-electronics.com for additional information.

Warranty Coverage

CTR Electronics warrants its products to be free from defects in manufacturing, materials, and workmanship for a period of 90 days from the original date of purchase.

This warranty applies to normal product use as described in the product documentation and within the limits specified in applicable product specifications and datasheets.

Warranty Exclusions

This warranty does not cover:

  • Abuse or misuse
  • Improper installation
  • Incorrect wiring
  • Unauthorized modifications or alterations
  • Connector damage
  • Robot competition damage
  • Normal wear and tear
  • Use outside intended operating conditions

Warranty Shipping Costs

Unless prohibited by law:

  • Customers are responsible for shipping products to the designated service location
  • Customers are responsible for applicable customs duties, taxes, and brokerage fees
  • International shipping costs associated with warranty service are the responsibility of the customer

Warranty Claims

To initiate a warranty claim, contact:

support@ctr-electronics.com

Please include:

  • Product name
  • Detailed description of the issue
  • Date of purchase
  • Proof of purchase
  • Place of purchase

Once eligibility is confirmed, CTR Electronics will issue an RMA number and return instructions.

Products returned under warranty without a valid RMA number and completed RMA documentation may be refused.

Warranty claims may require inspection and evaluation before approval.

Upon receipt and evaluation of the product, CTR Electronics may repair or replace the product at its discretion in accordance with this warranty.

International Warranty Claims

International warranty claims may require shipment to a designated service location.

Unless otherwise required by law, customers are responsible for all associated shipping, customs duties, import taxes, brokerage fees, and related costs.

International customers also have the opportunity to complete warranty claims, RMAs, exchanges, returns, or receive technical support onsite at the FIRST World Championship event. Please contact sales@ctr-electronics.com for additional information.

Consumer Rights

Nothing in this policy limits rights that cannot legally be waived under applicable law.