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Warranty & Return Policy

Warranty & Returns

Effective: January 1st, 2026

Note: This Warranty & Return Policy is visible on the footer of every Cartell Website Page, and is specifically linked on the check-out page of every order, including the email receipt invoice that every customer receives when placing an order.

Cartell stands behind the quality of its products with an industry-standard 3-year limited warranty. This page outlines Cartell’s official warranty and return policies, including eligibility requirements, approval procedures, and key responsibilities for installers, resellers, and end-users. To ensure timely service and proper resolution, all warranty and return requests must adhere to the guidelines outlined below.

Definitions

1) Product Under Warranty - A product that was installed and is within the 3-year warranty period, returned due to an alleged defect. The warranty period begins on the date the Reseller sells the product.

2) Product That Has Not Been Installed - A product that has never been installed, is in its original packaging, and is being returned for reasons unrelated to performance. Installed products do not qualify as new product returns.

3) Reseller - Any wholesale entity that sells Cartell products, including distributors, online sellers, OEMs, and retailers.

4) Installer - A professional who installs Cartell products. Installers are not considered resellers and must purchase through a reseller, not directly from Cartell.

1. WARRANTY / INSTALLED PRODUCTS

  • Technical Support​

    • Installers should contact Cartell Technical Support before uninstalling any product @ 717-532-0033 (Option 1), Monday - Friday, 8:30am - 12:00pm and 1:00pm -5:00pm ET.​

    • Have the serial number, symptoms, multimeter and appropriate tools available and ready.

  • RMA Procedure

    • If troubleshooting confirms a potential defect, Cartell will issue an RMA number.​

    • Cartell does not recommend resellers to handle RMAs. Please direct the installers to contact Cartell Technical Support.

    • Ship defective product to Cartell only after approval.

  • Advance Replacements

    • Cartell may, at its discretion, advance-replace a product.​

    • If requested, the defective product must be returned to Cartell within 90 daysof receiving the RMA.

    • If not received within 90 days, Cartell will invoice for the replacement.

    • Cartell will pay return shipping only if the defective product is shipped within that 90-day period.

  • Testing & Resolution

    • Returned products are tested to confirm manufacturing defects.​

    • If no defect is found, the customer or reseller will be notified, and they will be responsible for the advanced replacement and shipping costs.

  • Installer / Reseller Roles

    • Installers should always contact Cartell directly for warranty support.​

    • If an installer asks a reseller for an advance replacement, the reseller may choose to do so only after the installer has received an RMA number from Cartell.

Note: If installers skip this step, Cartell is not liable for reseller-issued replacements.

  • Original Product

    • Once the advance replacement invoice is paid, customers may request the return of their original product (at their expense).​

    • Requests must be made within 90 days of the invoice date; otherwise, the product will be discarded.

  • Reseller Credit Policy

    • If a reseller advance-replaces a product and the returned item is later confirmed defective, the reseller may choose credit or replacement.​

    • If testing shows no defect, Cartell will not issue credit or replacement.

  • End Users

    • End users who purchased through an installer must contact that installer for support or replacement.

    • End users who purchased directly from Cartell's e-commerce site should contact Cartell directly.

2. RETURN / PRODUCT THAT HAS NOT BEEN INSTALLED

  • Eligibility 

    • Accepted within 90 days of purchase. Returns after 90 days will not be accepted.

    • Product must be unused, in like-new condition, with original packagingand serial number visible.

    • Proof of purchase is required.

    • The purchase must have been made directly from Cartell.

    • Resellers should not accept returns from customers who did not buy directly from them; Cartell will not issue credit for such products.

  • Approval Process

    • All returns must be approved by Cartell and issued an RMA numberby the Technical Support team.

            Phone: 717-532-0033 (option 1): Monday - Friday, 8:30am - 12:00pmand 1:00pm -5:00pm ET.

            Email: Returns@cartell.com

Note: Returns without prior approval, and an RMA number will be refused.​

  • Shipping & Fees

    • The customer is responsible for return shipping on approved new product returns.​

    • 20% Restocking fees may apply.

  • Credits

    • A credit will only be issued after the returned item is inspectedand determined to meet the above requirementsI

  • Product Boxes

    • If a reseller chooses to resell rather than return a product, Cartell will provide replacement boxes at no charge, shipped only with existing orders (not separately).​

  • Reseller Credit Policy

    • If a reseller advance-replaces a product and the returned item is later confirmed defective, the reseller may choose credit or replacement.​

    • If testing shows no defect, Cartell will not issue credit or replacement.

  • End Users

    • End users who purchased through an installer must contact that installer for support or replacement.

    • End users who purchased directly from Cartell's e-commerce site should contact Cartell directly.

3. BAD OUT OF BOX

Cartell tests 100% of products before shipping, so "bad out of box" cases are rare.

​

If this occurs:

​

  • Before returning the product, contact Cartell Technical Support at 717-532-0033 (option 1), Monday - Friday, 8:30am - 12:00pm and 1:00pm - 5:00pm ET.

  • Have the serial number ready for troubleshooting.

  • A return will only be authorized if the issue is verified as a genuine defect.

4. WARRANTY COVERAGE

All Cartell products are covered for 3 years against defects in materials and workmanship.


This warranty does not cover damage caused by:

​

  • Acts of God (lightning, flooding, etc.)

  • Improper installation or abuse

  • Fire damage or electrical surges

  • System integration failures

  • Incorrect lid or gasket installation

  • Over-tightened or stripped screws/inserts

  • Damaged or improperly spliced cables

  • Failure to run cable through non-metallic conduit

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