For more information on Neutronics product calibration / repair services, please see:
Neutronics Calibration / Repair Services | Neutronics Service Policy | Neutronics Return Procedure | Neutronics FAQs
Neutronics maintains calibration and repair facilities at our manufacturing centers to provide the best possible service and support for our customers. The services performed on returned instruments are warranted for 90 days after the date of return shipment to the customer. Items such as sensors, pumps, filters and batteries have their own associated warranties.
How To Request Service
Should your Neutronics product require service or maintenance, you may request service in several ways:
- contact your local Neutronics-authorized distributor from whom it was purchased
- contact Neutronics directly using the Neutronics website and the electronic RMA form
- call the Neutronics customer service team at +1 (610) 524-8800
RMA Procedure
Prior to returning any equipment for service, you must have a pre-approved RMA document to return with the product. The document contains an RMA tracking number, as well as the customer-reported description of the product defect or service request. The RMA document also contains the customer contact name, contact e-mail / phone number, shipping / billing information and service / repair pre-approval.
Return the instrument in its original packaging to the address below. If the original packaging is not available, carefully pack the instrument to prevent damage during transport. Neutronics is neither responsible nor liable for any shipping damages that may occur. Be sure to include the RMA documentation and any associated shipping documents in the package. Conspicuously mark the approved RMA number in two places:
- on the outside of the shipping box, and
- on the address line of the shipping label as noted below
Neutronics, Inc.
456 Creamery Way
Exton, PA 19341
ATTN: Service Department RMA #xxxx
Charges and Fees
You will be contacted with a cost estimate for the expected service or repair prior to the performance of the work. For liability reasons, Neutronics performs all needed repairs to restore the instrument to full operating conditions and specifications.
Instruments received without an appropriate pre-approved RMA and associated documentation will be subject to a $50 processing fee in addition to the repair / service fees.
Timely customer approval of service / repair quotes is critical. Instruments left at Neutronics for more than 30 days without a customer’s approval of the service / repair quote are returned to the customer / distributor in their original “received” condition, accompanied with a minimum labor / estimate fee (dependent on the instrument type) plus all subsequent shipping charges. In the event of orphaned instruments (equipment left at the Neutronics facility for a period of 60 days without a customer’s quote approval, Neutronics reserves the right to dispose of the equipment at our cost and assumes no liability for said instruments.
Instruments returned unrepaired at the customer’s request are subject to an evaluation fee (dependent on the instrument type) plus all subsequent shipping charges. If the customer instructs Neutronics to scrap the instrument, the fee is waived.
Unauthorized Repairs
Unauthorized distributors / agents may offer to service or repair Bacharach instruments. Note that Neutronics assumes NO liability for services provided by unauthorized service centers. In addition, Neutronics does not honor any service warranties that may be provided by unauthorized service centers.