Mueller Systems Product Return Policy and Process

At Mueller Systems, we strive to provide high-quality products and exceptional customer service. We understand that there may be instances where you need to return a product, and we are here to assist you with our returns policy and process.

This process excludes returns for products mis-shipped or excess inventory return requests.

If you have any questions or need further assistance regarding our product return policy and process, please contact Mueller’s Customer Experience Team at: customerservice@muellerwp.com or 800-423-1323, option 4, option 1.

Return Authorization Process

A Product Return Request is initiated on the Mueller website at: http://muellersystemsreturns.com/.
The serial numbers for each component that will be returned should be listed with a clear, detailed description of the defect (template provided).
Mueller will review RMA requests to determine if the item(s) is eligible for return and meets the requirements outlined in the Eligibility for Returns section below. Mueller will issue an RMA number if the return request is approved. The RMA number is essential for processing your return and must be clearly marked on the outside of the return package.
The product must be returned to Mueller within 30 calendar days from the date the RMA number is issued. Failure to do so may result in cancellation of the claim.
Upon receipt of the product, Mueller will evaluate the product according to its warranty terms. Mueller aims to complete this process within 60 calendar days and will then issue a QA Disposition Summary Report.
The QA team’s findings are compiled into a QA Disposition Summary Report which is emailed to the RMA submitter. This report will provide QA data and possible actions needed by the submitter. Please contact the Customer Experience team (above) with any questions or concerns regarding the findings.

Depending on the evaluation:

The Customer will be provided with a replacement or repaired product. The remaining warranty for the returned product will apply to the replaced or repaired product. Standard manufacturing lead times will apply to all products for replacement via warranty following the QA disposition date. Products replaced or repaired under warranty will be shipped at Mueller’s expense.
For products dispositioned as Non-Warranty or No Problem Found, the RMA submitter must contact Mueller’s Customer Care Team within 30 calendar days of receiving the QA Disposition Report to arrange product return or disposal. If a customer requires the non-warranty products to be returned to them, they may arrange collection, or a purchase order may be requested to cover return shipping costs. Mueller will hold Non-Warranty and No Problem Found products for a maximum of 30 calendar days after the QA Disposition Report is issued. Mueller will dispose of the product if no action is taken.
Products returned to the customer will be identified with a yellow label indicating product is NON-WARRANTY or a green label indicating NO PROBLEM FOUND.

Packaging and Shipping

The product must be returned to Mueller within 30 calendar days from the date the RMA number is issued.

To complete the returns process in the contracted timeframe Mueller requires the following:

Package like products together in the same package or box. A pallet of multiple boxes is acceptable.
Boxes or packages are not to be greater than 50 lbs each or stacked greater than 5 feet on a pallet.
More than 3 boxes or packages shipped in one shipment must be secured onto a pallet to avoid returned shipments.
Cut wires must be a minimum of 12 inches long to ensure testing can be performed on the device (both encoder/register and node/radio devices).
All products must be returned in Mueller packaging or equivalent. If the packaging has been damaged or discarded, it is the RMA submitters’ responsibility to package products so that they arrive undamaged for processing and testing.
Products returned in large gaylords or bulk-style containers that do not meet Mueller’s packaging standards or equivalent will not be accepted. Bulk packaging poses a safety risk during processing and is therefore prohibited. Any bulk shipments received will be rejected and returned to the RMA submitter of the claim at their expense.
Ship the product to the address provided on the RMA Authorization Form. The RMA paperwork must be included inside the box(s) with the returned item(s), with the RMA number clearly marked on the outside of the return packaging for processing your return.
If the above requirements are not met, the product may be returned to the customer without an evaluation being completed.

Eligibility for Returns

Refer to the Mueller Systems product Warranty terms for eligibility, of which the latest version can be found here: https://www.muellerwaterproducts.com/terms-conditions

A warranty claim or request may be denied based upon the exclusions set forth in the Warranty terms, such as for one or more of the following reasons:

Product determined to be out of warranty
Product damaged, including damage during the return process
A non-defective product that has a custom specification
Products that have been subject to misuse, tampering, or alteration

Contact Information

Utility Name

*C/O Address1:

Address2:

*City:

*State/Province/Region:

*Zip/Postal Code:

*Country:

*Person to be Contacted:

*Contact Phone #:

*Send Authorization to (Email Address):

CC Email:

Original Order Information

Approx. Date of Purchase (mm/dd/yyyy):

*How Product Was Ordered:

Distributor
Direct from Mueller Systems

Mueller Systems Shipping Order #:

Mueller Systems Invoice #:

Mueller Systems Purchase Order #:

Customer # (if known):

*Request Type (Select One):

Warranty Repair/Replace

Warranty Test and Evaluation Report Only — No Repair

Special Request:

Return Authorization Process

Upon receipt of the returned product Mueller will review the product’s warranty status and evaluate it for defects. Depending on the evaluation:

We will provide you with a replacement or repair
Non-warranty or “No Fault Found” products will be returned to the customer or disposed of by Mueller within 30 days if the customer declines return. For products not covered by warranty a purchase order will be requested from the customer for freight charges if the customer wants the product returned

Exclusions

A return request may be denied for reasons that include:

A period of greater than 60 days between discovering a product defect and requesting a return
A period of greater than 30 days between issuance of a Returns Authorization and product being returned
Product determined to be out of warranty time period
Product determined to be damaged in use and not having a defect in materials and/or workmanship
Product damaged in the process of being returned
Any other exclusion included in the Product Warranty statement