Warranty Return Process
NOTE: Only for customers who reside in NORTH AMERICA
All others: contact your Lenz distributor for instructions.
Warranty Statement:
- Lenz GmbH does everything it can do to ensure that its products are free from defects and will operate for the life of your model railroad equipment. From time to time even the best engineering products fail either due to a faulty part or from accidental mistakes in installation. To protect your investment in Digital Plus products. Lenz GmbH offers a very aggressive 10 year Limited Warranty.
- We track our product quality using the information our customers provide. This allows us to gather information on our mistakes and spot trouble some spots for our customers.
- Return Authorization numbers must be obtained before sending any product into us
- If original decoders, are unavailable, substitutions of similar capability will be made.
| Standard Decoder Line | Value Line (LE1000) | |
| Less then 90 days | Free | Free |
| Less then 1 Year | Free | $10.00 |
| 2 and 3 Years | Free $5.00 S&H | $10.00 |
| 4-10 | $10 N, HO Large scale $20.00 |
$10.00 |
We will then give you a return authorization number, so that you can send in your product for warranty service.
Please supply the following information in your correspondence by phone, email, mail or FAX..
| Who are you? | Name, Address , Phone- So we know where to return the warranted decoder |
| What seemed to go wrong? | A short sentence or two. So we know what to look for on our end and to help our customers spot installation mistakes. |
| When and where purchased? | To determine shipping cost, if any? If over 1 year, enclose $5 S&H for decoders, if over 4 years enclose $10.00, $20 for Large Scale. |
| If a decoder, what locomotive? | This helps us spot production shorts on locomotive boards- yes, they do exist! |
Once this information is received we will assign you a return authorization number, which you can use to track the status of the repair.
This form can be used only for decoder warranty service. For other warranty service for throttles, systems contact support@lenz.com.
After including the above information and receiving a RA number send your failed product to:
Lenz Repair Service
American Hobby Distributors
57 River Road, Suite 1023
Essex Junction, VT. 05452
Phone: US/ Canada Toll Free +1 800-671-0641
+1-802-878-5005
Fax: +1 802-878-5550
Note: A small service charge will be imposed if a product is sent back for warranty repair that is found to be in working order if the user has not obtained a Return Authorization Number prior to shipping the product.