Return Requirements

A Return Merchandise Authorization, (RMA), is required PRIOR to returning any product to Sage. All shipments returned without prior authorization will be refused, with the goods being returned to sender or scrapped if the sender's instructions are not clear.

An RMA request can be submitted using the Returns section in eSage at https://esage.sageparts.com or via direct communication with a customer service representative. A review of the request will be made based on the policy guidelines listed below.

If the request is approved, an RMA number and document will be provided along with return instructions. If the request is denied, a rejection notification with the reason will be provided.

DO NOT return goods to Sage unless an authorized Return has been issued.

New Product Returns

• Non-stock and Special Order items are Non-returnable. Please review your order acknowledgment and/or invoice before requesting.
• Stocked items are returnable for requests received within 30 days of the invoice date.
• A 15% restocking fee applies to all returns of stocked items.
• Items must be in original packaging, without any defect or damage to either the goods or packaging and include all component parts.
• Customer is responsible for return freight.
• Original freight charges are not refundable.

Fulfillment Errors

• Returns due to fulfillment errors related to incorrect, missing, or non-conforming items must be requested within 30 days of the invoice date.
• A detailed explanation and supporting photos are generally needed to verify the error.
• A verified error by Sage will not incur any fees or return freight charges.
• Sage will provide an RMA number and documentation, a shipping account or shipping label to return the item as necessary.
• Non-clarified fulfillment errors or items returned without an authorized RMA will be treated as Non-Stock / Special Order items and neither RMAs nor credits will be issued.

Defects and Warranty

• Warranty coverage is provided by the manufacturer and starts on the invoice date of the order.
• Sage will initiate contact with the manufacturer and assist with facilitating and expediting warranty coverage on behalf of the customer for any defective warranty request made to Sage through the RMA process.
• Determination of warranty is solely based on the manufacturer and subject to the manufacturer's warranty policy and procedures.
• Customers may purchase a replacement for such items at their sole discretion based on the urgency and warranty processing time. Such purchases are the responsibility of the customer and independent of the outcome of the warranty claim.
• Sage makes no warranties, expressed or implied, including merchantability or fitness for use.

Lost or Damaged Shipment

• Sage is not responsible for Loss or Damaged shipments booked using customer's selected carrier and account. All claims for loss or damage incurred by the carrier on such shipments must be submitted directly by customer to the carrier.
• Lost goods claims on shipments booked and prepaid by Sage, must be reported within 30 days of the invoice date.
• Items damaged in transit must be reported to Sage within 14 days of the invoice date. All such requests must also include the following photos:
  • Carrier ship label with barcode or BOL
  • Outer box or packaging in the condition it arrived
  • Detailed view of the damage incurred for the item(s) in question
  • Inner packaging where the damaged item was discovered
• Failure to report loss or damage timely and with the required photos and documentation may result in automatic rejection of the claim.