Rohrer -What to do if you receive a defective product

• Stop using the product
  If the defect could be a safety hazard (electrical, chemical, structural), stop using it immediately and unplug/isolate it if safe to do so.
• Gather proof and details
  Collect the essentials before contacting the seller or manufacturer:
  • Order number, invoice or receipt, and date of purchase
  • Product model, part/serial number and photos (clear close-ups)
  • Short video showing the defect or how it fails (highly helpful)
  • Packaging, labels, and any included documentation or warranty card (don’t throw away packaging until process is complete)
• Check warranty and return policy
  Look for the seller’s return-policy window and the manufacturer’s warranty terms (length, what’s covered, whether shipping is paid). This tells you what remedies to expect (repair, replacement, refund).
• Contact the seller/manufacturer promptly
  Use the customer-service channel specified on the receipt or website (email, support portal, phone). Provide:
  • Your contact info and order number
  • A concise description of the defect and the impact (e.g., “unit won’t power on,” “leak when pressurized”)

  • Attach photos/video and the receipt
    Ask for an RMA (Return Merchandise Authorization) or next steps and a target timeline.