Customer service contact:
If product to be repaired was purchased from distributor, reseller channel, or directly from COTT®, please note the following:
Obtaining an RMA Number or request a refund or exchange:
To request a refund or exchange, it is necessary to obtain an RMA (Returned Merchandise Authorization). Prior to return your defective product for a repair, replacement or credit, please visit COTT® website for China contact information. If the product is bought within North America and Latin America (Central America, South America, and Caribbean), please contact the COTT® USA, INC. for service at +44 (20) 38070707 or [email protected]
If the product is bought from outside of North America and Latin America (Central America, South America, and Caribbean), please call COTT® National Service Hotline: +44 (20) 38070707 or send an email to [email protected]
No Trouble Found (NTF):
All the products bought from COTT® and want to return for repair that is determined to be No Trouble Found (NTF) will be charged a minimal failure analysis fee. Customer is always responsible for freight charge to and from COTT®. Please contact the RMA department for more information about the current fee at +44 (20) 38070707 or [email protected]
Customer service range:
All the products purchased from COTT® and all the COTT® products purchased from COTT® approved distributors or integrators
Customer service content:
● 3 months replacement: in accordance with the COTT® warranty service agreement
● 3 year free warranty: according to COTT® warranty service agreement
● Product training and market training services
● Technical remote support, including but not limited to 400 phone support, mail support, remote support
● Accessories replacement service (free or charged costs by COTT® professional engineers according to the actual situation)
● Customized services (only for customized products and customers)
● on-site tracking service and on-site maintenance services (for the needs of customers)
The following conditions do not enjoy COTT® customer service rights:
COTT® will provide replacement service within three months in case of quality problem which caused by hardware or software failure since customer purchased. As the products return back, customers need to provide the return reasons and get COTT® confirmation, otherwise COTT® may refuse to accept the return products. After COTT® customer department agreed to accept the offer, maintenance and replacement will be completed in 7 working days, both sides burden the resulting freight half. If inventory quantity limited, there is no replacement returned goods inventory, COTT® must be returned at least 30 days prior to production and replacement products, COTT® must communicate and confirm with the customer.
Defective Products and Consumer Rights (Dead on arrival, DOA):
For COTT® product which appear defective, technical support is provided to assess the problem. COTT® will either perform the needed repairs or authorize a return of the product. If you purchase a product from COTT® that simply does not perform as advertised, causing no actual injury, then you may be covered by a warranty or at the very least have the option of returning it for a refund or exchange.
Customers receive the products when unpacking the case found the poor and the arrival time of less than a month, COTT® can send replacement parts to the customer first, the customer of the bad parts need COTT® sent back within five working days, logistics costs borne by COTT® need both sides talks things over (Courier charges), the customer will need to send COTT® returned tracking number.