Service & Returns

Newport offers a vast array of services to match our extensive product offering. Our product service and support is focused on minimal downtime for manufacturing, engineering and research applications. Standard services include factory authorized repairs and calibrations throughout the US, Asia, Europe and Germany. We also offer Service contracts and Field Services worldwide to support customer demand on critical projects. Our continued success in customer service is through developing a multi-site knowledge base, rapid response and strict processes that emphasizes On-Time Delivery. Newport operates on continuous improvement training of our service and returns staff, technical support and field service engineers that ensure unsurpassed service and delivery.

Return Material Authorization (RMA)

All product returns for service, credit, calibration or otherwise require a return material authorization number before returning. Use the button links below to submit an RMA request for your product return or for general service related questions or information.

Service Contacts by Brand

Service Contracts / Additional Services

Field Service – Newport can provide optional production or critical environments the ability to be serviced for either routine or emergency services at your location. For additional information please contact Newport for a quote.

Extended Warranties – Newport provides optional extended warranty coverage beyond the standard 1 year period.

Factory Services – Provide customers extremely fast repair time when minimum down time is critical, as is often the case in production environments. These agreements guarantee a specified turnaround time for repairs and when applicable can include a product swap program from reserved inventory.

On-site Installation – Newport offers installation services on all systems and vibration control equipment. Services include:

  • Assistance in site selection
  • Supervision of rigging
  • Air supply inspection and hookup
  • Table/isolator assembly
  • Table leveling and height adjustment
  • Isolator pressure adjustment
  • Re-leveling, valve fine-tuning and accessory assembly/installation (casters, earthquake restraints, etc.)
On-site installation pricing is based on standard field service rates and quoted at time of sale. Please contact Newport for a quotation on system installations.

 

Training – On-site training provides customized product training at your location. Factory training provides classroom and hands-on product training at one of Newport's manufacturing locations. Training is customized to address your particular product configuration.

Vibration Control Analysis – Newport offers on-site vibration analysis service to assist you in evaluating your vibration control project or requirements of your facility. Newport will also evaluate this data and suggest the appropriate solution for your application. For further details please contact Newport for an on-site vibration analysis quotation.

Warranty / Non-Warranty / Returns

Warranty

Products are guaranteed to be free from defects in material and workmanship, for a period of 1 year. Newport guarantees it's products will meet specifications as stated in our catalog when properly installed, operated and maintained. Newport’s warranty is for a period of 1 year (parts and labor) unless otherwise stated in product literature. Shipping for warranted items is prepaid 1 way by Newport after services are performed.

Non-Warranty

We offer a variety of goods and services for products sold in the US and worldwide. If your product is outside of the warranty period and requires repair, Newport can provide you with an RMA for service or an estimate of services to calibrate or repair your products. All Non-warranty services require pre-approval by Newport and are guaranteed to be free from defects in material and workmanship for a period of 90 days from date of invoice; shipping to be prepaid by the end user.

Warranty Periods

Gratings, optical filters and replicated mirrors (whether sold separately or as a component of other products) are warranted for a period of 90 days from the date of shipment. Lasers and components thereof are warranted for the number of hours (or other measure of usage) specified in the operating manual for each laser or component thereof, or for 1 year from the date of shipment, whichever is shorter (Flash lamp components of lasers, and the optical and crystal components of pulsed lasers, which are warranted for 90 days). All other products are warranted for 1 year from the date of shipment.

Lifetime Performance & Optical Table / Breadboard Top Warranties

We provide a lifetime guarantee that all of our passively damped optical tables and breadboards will meet all originally stated performance specifications under normal use and proper handling. We provide a lifetime guarantee that all our optical table tops and breadboards (both passive and actively damped) will be free from defects in workmanship, including delamination of the top and bottom skins, under normal use and proper handling. In addition, all control electronics and active damping modules for our actively damped tables, including the SmartTable®, carry a 1 year warranty from date of shipment.

Warranty Limitations

The above warranty does not apply to products which are repaired, modified or altered by any party other than Newport; are used in conjunction with equipment not provided or authorized by Newport; or are subjected to unusual physical, thermal, or electrical stress, improper installation, misuse, abuse, accident or negligence in use, storage, transportation or handling, or tampering; or to products which are considered consumable items or items requiring repair or replacement due to normal wear and tear. On-site warranty repair is not covered under this warranty. NEWPORT'S SOLE LIABILITY, AND YOUR SOLE REMEDY, FOR BREACH OF THIS WARRANTY IS LIMITED TO NEWPORT'S REPAIR OR REPLACEMENT OF THE PRODUCT (AT NEWPORT'S SOLE OPTION). THE FOREGOING WARRANTY IS EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES. EXCEPT AS EXPRESSLY PROVIDED HEREIN, NEWPORT MAKES NO WARRANTIES, EITHER EXPRESS OR IMPLIED, EITHER IN FACT OR BY OPERATION OF LAW, STATUTORY OR OTHERWISE. NEWPORT EXPRESSLY DISCLAIMS ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

Non-Warranty Repairs

If a product that is not covered by the above warranty needs repairing, we will first provide an estimate of repair charges and then repair the product upon receiving authorization from you. Repairs are warranted for ninety days.

Returns Policy

Newport is committed to its customers overall experience and satisfaction. In support of this commitment, customers have 30 days from the original date of invoice (International 60 days) to return new unused, undamaged products for full credit. Applicable restocking fees apply to all product returns. Please note, the following items are not eligible for return; any non-catalog product which includes custom built products and or optional configured products. All returns for credit require a pre-authorization by Newport to be eligible for credit. Shipping to be prepaid by the end user.

If you have any questions on any of the information above please contact us at service@newport.com