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Fellowes Paper Shredder Warranty Claim and Return Policy

Beginning January 1, 2011 all Fellowes shredders sold are covered by a one, two or three year parts and labor warranty against defects in material and workmanship.  Fellowes only responsibility to the end user under this warranty is to provide for repair or replacement of any machine that fails during the warranty period.   Since the warranty of any product is between the manufacturer and the end user, Fellowes reserves the right to determine the legitimacy of any warranty claim.   As such, Fellowes retains the sole right to determine if a machine should be replaced or repaired. 

Fellowes has an easy to use, consumer friendly, procedure for dealing with warranty claims.  Toll free consumer hot lines are available to handle consumer complaints; a simple, quick exchange program for defective personal shredders insures rapid resolution to consumer complaints.  Fellowes has an extensive network of independent servicing dealers that can handle repairs of office (commercial) shredders at the consumer’s location (where available).

It is in the best interest of the consumer and the selling dealer to let Fellowes work directly with the end user to solve product quality issues in the most efficient and timely fashion.  If a replacement machine is needed, Fellowes will make the arrangements directly with the end user.   As a general rule, non-defective products of this type are not returnable once they have been used.   Defective products will be handled via repair or replacement as outlined in our warranty.   However, customer satisfaction is our primary goal and Fellowes recognizes that certain situations will necessitate the return of a shredder.  As a result the following return policy applies to all shredder products.

Shredder Return Policy

The following return policy applies only to shredder returns related to warranty defects.  As indicated above, non-defective shredders that have been opened and used are not returnable. Non-defective returns accepted by the selling dealer are the responsibility of the dealer unless previous arrangements have been made with Fellowes. New, unopened shredder returns will be subject to Fellowes normal product return policyUnused, non-defective shredders may be returned by the end user, if they are unopened, in their original packaging and an RA# has been obtained. 

1)    In every situation where an end user contacts the selling dealer with reference to returning a shredder for any reason, the dealer should first establish if the shredder is still covered by Fellowes warranty (12, 24 or 36 months).  Validity of claims against Fellowes 5, 7, 20 or lifetime year cutter warranty can only be determined by Fellowes.  No machine will be accepted for return to Fellowes or repaired, at no charge, by Fellowes if the machine falls outside normal warranty terms or time frame.  Fellowes authorized service dealers and/or Fellowes does offer out of warranty service and repair or replacement for a fee.  

2)    Fellowes recognizes that consumers should have the right to return machines that fail to operate correctly immediately upon, or shortly after, being put into service (out of box failures).   Therefore, only shredders that fail during the first thirty days of ownership will be eligible for return to Fellowes from the selling dealer or wholesaler. If a shredder fails within 30 days of purchase by the end consumer, and attempts to direct the consumer to Fellowes normal warranty repair procedures have failed, the selling dealer may accept a return from the end user.  Once the return is received, the dealer should contact Fellowes, or their wholesaler, for a Return Authorization number (RA#).   It is the selling dealer’s responsibility to make certain that the shredder is defective and eligible for return.  Once an RA# is issued the selling dealer should replace the shredder for the end user, then arrange for the return of the shredder to either Fellowes or their wholesalers facility depending on where the dealer purchased the machine.  Once the shredder is received at Fellowes return center it will be inspected for defects.  Fellowes will inspect all returns before any deductions or credits will be authorized.  
(a)  If a shredder that was returned as defective is found to be in good working order, Fellowes will issue a credit to the dealer or wholesaler for the original purchase price less freight costs and a restocking fee of 20%.
(b)  If shredder is found to be defective, Fellowes will issue a full credit and incur all freight costs.  No re-stocking fees will be applied.

3)    If the shredder is outside of the thirty-day window but still covered by Fellowes warranty, then the selling dealer should direct the consumer directly to Fellowes (800-945-4545) or local service dealer for resolution of their warranty claim.  Under normal circumstances, the selling dealer is not authorized to accept returns of shredders that have been in service for more than 30 days.  Fellowes will work directly with the end user to find the best method for solving their quality problem.  Depending on the circumstances and the product involved, Fellowes will either repair or replace the product at no cost to the consumer.

4)    If an exception to the 30 day rule is authorized by Fellowes and the shredder is still covered under Fellowes warranty, the selling dealer should contact Fellowes or their wholesaler for a Return Authorization number (RA#).  It is still the selling dealer’s responsibility to make certain that the shredder is truly defective and as such, eligible for return.  Once an RA# is issued the selling dealer should replace the shredder for the customer then arrange for the return of the shredder to either Fellowes or their wholesalers facility depending on where the dealer purchased the machine.  Once the shredder is received at Fellowes return center it will be inspected for defects. Fellowes will inspect all returns before any deductions or credits will be authorized.

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(c)  If a shredder that was returned as defective is found to be in good working order, Fellowes will issue a credit to the dealer or wholesaler for the original purchase price less freight costs and a restocking fee of 20%.
(d)  If shredder is found to be defective, Fellowes will issue a full credit and incur all freight costs.  No re-stocking or non-defective fees will be applied.   Within the first 30 days the dealer or wholesaler can fax their requests to 1-800-955-9329 or call 1-800-955-3344. After 30 days, the end user can call Fellowes at -800-945-4545 for resolution for any warranty claim after 30 days from date of purchase. 
Warranty Claim and Return Policy – Non Shredder Items

Fellowes name has stood for quality and value since our inception in 1917.  We focus on ensuring that the products we put our name one are top quality.  We therefore stand behind our products and will replace or credit any item that is determined to be defective within its warranty period.  Fellowes has instituted an easy to use, consumer friendly, procedure for dealing with warranty claims.  We have a toll free consumer hot line for your convenience to handle consumer complaints and we insure rapid resolution. 

Fellowes recognizes that consumers should have the right to return merchandise that fail to operate correctly immediately upon, or shortly after, being sold.  Therefore, only merchandise that fail during the first thirty days of ownership will be eligible for return to Fellowes from the selling dealer or wholesaler. If the merchandise fails within 30 days of the purchase date by the end user, the dealer should contact Fellowes for a Return Authorization number (RA#).   It is the selling dealer’s responsibility to make certain that the merchandise is defective and eligible for return.  Fellowes will inspect all returns before any deductions or credits will be authorized. 

(a) If the merchandise that was returned as defective is found to be in good working order, Fellowes will issue a credit to the dealer or wholesaler for the original purchase price less freight costs and a restocking fee of 20%.

(b) If the merchandise is found to be defective, Fellowes will issue a full credit and incur all freight costs.  No re-stocking fees will be applied.

If the merchandise is outside of the thirty-day window but still covered by Fellowes warranty, then the selling dealer should direct the consumer directly to Fellowes (800-945-4545) for resolution of their warranty claim.  Fellowes will work directly with the end user to find the best method for solving their issue.  Depending on the circumstances and the product involved, Fellowes will either repair or replace the product at no cost to the consumer if the product falls within the warranty guidelines.

Within the first 30 days please fax your requests to 1-800-955-9329 or call 1-800-955-3344.  The Dealers consumers can call Fellowes at 800-945-4545 for resolution for any warranty claim after 30 days from date of purchase.