Warranty and Product Claims Policy
Plena Supply LLC stands behind the products we sell and will assist customers with eligible shipping-damage, incorrect-item, dead-on-arrival, and manufacturer-defect claims.
Because Plena sells products made by multiple manufacturers, warranty periods, coverage, and remedies may vary by product, brand, destination, and manufacturer. This policy explains how to submit a claim and what you can expect from Plena.
Manufacturer-Backed Warranty Support
Products sold by Plena may be eligible for coverage under the applicable manufacturer’s limited warranty.
Plena will coordinate eligible claims through its supply and manufacturer-support channels. Unless Plena expressly provides a separate written warranty, Plena does not create, extend, or modify the manufacturer’s warranty.
The warranty period shown on the applicable product page, quotation, invoice, or manufacturer documentation will control. If no warranty period is displayed, please contact Plena before purchasing for available coverage information.
All warranty claims remain subject to inspection, eligibility verification, and final approval.
Shipping Damage, Shortages, and Incorrect Items
Please inspect every shipment promptly after delivery.
Visible shipping damage, shortages, or incorrect products must be reported to Plena within three business days after delivery. Concealed shipping damage should be reported within five calendar days after delivery.
Please preserve:
• The product
• Original manufacturer packaging
• Shipping carton
• Internal packing material
• Shipping label
• All accessories and documentation
Include clear photographs of the product, carton, packaging, and shipping label. Do not install, modify, discard, or
return a damaged or incorrect product before receiving instructions from Plena.
Failure to preserve the packaging or report the problem promptly may affect our ability to obtain carrier or supplier
approval.
Suspected Defective Products
A suspected product defect must be reported:
• Within the applicable warranty period, and
• Within 10 days after the defect is discovered or reasonably should have been discovered.
Submitting a claim does not automatically mean the product is defective or that the claim has been approved.
Fire-alarm products may require professional troubleshooting to distinguish a defective component from an
installation, wiring, programming, power, firmware, compatibility, or system-design issue.
Information Required
To request support, email sales@plenasupply.com and provide:
• Your Plena order number
• Your name, company, telephone number, and email
• Product brand and complete part number
• Quantity affected
• Serial number, date code, or lot number, if applicable
• Delivery date
• Date the issue was discovered
• Detailed description of the problem
• Photographs of the product and its labels
• Video of the issue, when reasonably possible
• Panel messages, error codes, event logs, or test results
• Installation and troubleshooting information
• Photographs of the shipping carton and packaging for damage claims
Plena or the manufacturer may request additional information before completing the evaluation.
Claim Review Process
After receiving a complete claim, Plena will:
After receiving a complete claim, Plena will:
1. Verify the purchase and product information.
2. Review the submitted evidence.
3. Request additional troubleshooting or documentation if necessary.
4. Submit eligible claims through the appropriate manufacturer or supply channel.
5. Communicate the approval, denial, or requested next steps.
6. Fulfill the approved remedy.
Manufacturer and carrier reviews may require the product to be returned and inspected. Processing times vary, and
Plena cannot guarantee a specific completion date
Return Authorization Required
Do not send any product to Plena or another location without written authorization. If a return is required, Plena will issue an RMA number and provide return instructions. Merchandise returned
without a valid RMA may be refused or returned at the sender’s expense.
The RMA number must be clearly included with the shipment. Products must be properly packaged to prevent additional damage.
Available Remedies
If a claim is approved, Plena may provide the remedy authorized through the applicable warranty process, which
may include:
• Repair
• Replacement
• A new or refurbished replacement unit
• A comparable or superseding product
• Product credit
• Refund, when specifically approved
The selected remedy will be determined by Plena based on product availability and the applicable supplier or manufacturer decision.
Repair or replacement does not restart or extend the original warranty period unless expressly stated in writing.
Advance Replacements
Advance replacements are not guaranteed.
When immediate replacement equipment is needed, a customer may purchase another product as a separate order,
subject to availability. Any future credit for the original product will depend on return of the claimed product and final claim approval.
Purchasing another product does not guarantee that the original claim will be approved or refunded.
Shipping and Other Costs
Unless otherwise approved in writing:
• The customer is responsible for return shipping and adequate packaging.
• International customers are responsible for freight, brokerage, duties, taxes, export documentation, and import costs.
• Original shipping charges, duties, taxes, and brokerage charges are nonrefundable.
• Plena does not cover diagnosis, labor, removal, reinstallation, programming, travel, permits, inspections,
testing, or third-party service charges.
If Plena confirms that it shipped the wrong product, Plena will provide appropriate return or replacement instructions.
Warranty Exclusions
Warranty coverage generally does not apply to problems caused by:
• Incorrect installation, wiring, programming, configuration, or voltage
• Product or system incompatibility • Failure to follow manufacturer instructions
• Misuse, neglect, accident, improper storage, or improper transportation
• Fire, water, flooding, lightning, power surge, excessive voltage, corrosion, contamination, or environmental
conditions
• Unauthorized repair, alteration, modification, or disassembly
• Removed, altered, or unreadable labels, serial numbers, or date codes
• Normal wear or cosmetic damage that does not affect operation
• Batteries, consumables, or components intended for periodic replacement
• Improper maintenance
• Products purchased from another seller
• Customer ordering, design, specification, or compatibility errors
• Products identified before purchase as used, refurbished, final sale, clearance, discontinued, or sold without
warranty
Life-Safety Products
Fire-alarm and life-safety products should be selected, installed, programmed, tested, and maintained by qualified
professionals in accordance with manufacturer instructions and all applicable codes.
A pending warranty claim does not authorize a customer to leave a required life-safety system impaired or out of
service. The customer is responsible for maintaining required protection, notifications, inspections, and temporary
safety measures while a claim is being reviewed.
Plena does not provide engineering, system design, code approval, installation, programming, or professional
fire-alarm services unless expressly agreed in writing.
Limitation of Responsibility
To the fullest extent permitted by law, Plena’s responsibility for an approved product claim is limited to the remedy described in this policy.
Plena is not responsible for indirect, incidental, special, or consequential losses, including loss of use, business interruption, project delay, system downtime, lost revenue, penalties, property damage, or third-party labor charges.
Nothing in this policy limits rights that cannot legally be excluded or limited.
Contact Us
To submit a warranty or product claim, contact:
Plena Supply LLC
Email: sales@plenasupply.com
Phone: (786) 633-9314
Website: www.plenasupply.com
Please include your Plena order number in the subject line.