Product Warranty and Return Policy

Catco stands behind the quality and performance of its products. This policy explains warranty coverage, exclusions and the steps required before returning a product to Catco.

Return authorization required. Do not ship a product to Catco until Catco has approved the return and provided an RMA number and return instructions. Unauthorized returns may be refused or delayed.

1. Warranty Coverage

Catco warrants to the original purchaser that Catco-manufactured products will be free from defects in materials and workmanship under normal use for one year from the date Catco invoices the product, unless a written product-specific warranty states otherwise.

This general one-year limited warranty applies to Catco’s standard product offerings, including:

  • Catalytic heaters.
  • Heated enclosures.
  • Instrument gas heaters.
  • Pipeline packs.

This limited warranty applies only when the product is properly selected, stored, installed, operated and maintained in accordance with the applicable Catco quotation, product data, Installation, Operation and Maintenance Manual, data plate and written instructions.

CXE Electric Heaters

CXE series heaters are manufactured for Catco by Hazloc Heaters Inc. and correspond to Hazloc heaters. Catco passes through and administers Hazloc’s limited 36-month manufacturer warranty to the extent available and transferable. The warranty covers defects in materials and workmanship under normal conditions of use for 36 months from Catco’s invoice date.

  • The heater must not be modified and must be stored, installed and operated according to the owner’s manual and data plate.
  • Authorized repairs, replacement parts or product replacement are provided at the manufacturer’s discretion. Applicable freight terms will be provided with the RMA instructions.
  • Damage from water, dirt, dust, contamination or corrosion is not covered. The applicable Hazloc owner’s manual controls if its warranty differs from this summary.

2. Exclusions, Remedies and Liability

Warranty coverage does not apply to conditions that are not caused by a defect in materials or workmanship, including:

  • Improper storage, selection, installation, operation or maintenance, misuse, abuse or unauthorized modification.
  • Environmental or site conditions, including moisture, dirt, dust, corrosion or contamination.
  • Shipping damage, normal wear or damage caused by equipment not supplied by Catco.
  • Installation, removal or reinstallation costs and indirect, incidental or consequential losses.

After Catco confirms a covered defect, Catco will, at its option, repair or replace the defective product or component, reperform applicable factory work or issue a credit or refund not exceeding the original purchase price of the affected product. This is the purchaser’s sole and exclusive remedy for a covered warranty claim.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, CATCO WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE OR CONSEQUENTIAL DAMAGES, INCLUDING LOST USE, REVENUE, PROFITS, PRODUCTION OR DOWNTIME. CATCO’S TOTAL LIABILITY WILL NOT EXCEED THE AMOUNT PAID FOR THE PRODUCT GIVING RISE TO THE CLAIM.

EXCEPT FOR THE EXPRESS LIMITED WARRANTIES STATED IN THIS POLICY OR AN APPLICABLE PRODUCT-SPECIFIC WRITTEN WARRANTY, CATCO MAKES NO OTHER WARRANTIES, EXPRESS OR IMPLIED. TO THE MAXIMUM EXTENT PERMITTED BY LAW, ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE ARE LIMITED IN DURATION TO THE APPLICABLE EXPRESS WARRANTY PERIOD.

3. Warranty Claims and RMA Process

Contact Catco or the Catco channel partner through whom the product was purchased. To help us evaluate the request, provide the following information:

  • Customer and company name, email address, telephone number and Catco channel partner, if applicable.
  • Product model or part number, serial number when available and quantity.
  • Purchase order, sales order or invoice number and proof of purchase when requested.
  • Description of the issue, when it began and the operating conditions.
  • Troubleshooting completed and clear photographs, video or other supporting documentation.
  • Requested outcome, such as repair, replacement, return or credit review.
  • Contact and review. Catco reviews the information provided and may request additional details or guide the customer through troubleshooting.
  • Approval and RMA number. If a return is needed, Catco provides an RMA number, required paperwork and shipping instructions.
  • Packing and shipment. The customer securely packages the product and includes the RMA paperwork inside the shipment. The RMA number should also appear on the outside shipping label or packaging when requested.
  • Inspection and resolution. Catco inspects the product, communicates its findings and determines the appropriate action under the applicable warranty.

Catco generally communicates initial inspection findings within 10 business days after receiving the product. Complex evaluations, repairs or manufacturer-supported claims may take longer.

Important: Issuance of an RMA number authorizes the return for inspection. It does not confirm warranty coverage, responsibility for the issue or approval of a credit. These determinations are made after evaluation.

4. Standard Product Returns

Catco may, at its discretion, accept the return of a standard stock product when the customer purchased the wrong equipment or no longer needs the product. To qualify for consideration, the product must:

  • Be unused and undamaged.
  • Be in its original condition and packaging.
  • Be a standard Catco base product or configuration that Catco regularly stocks or sells to multiple customers.
  • Have prior return approval and an RMA number.

Approved standard stock returns may be subject to a restocking fee of 30% of the invoiced product price. The customer is responsible for return shipping costs.

Customer-specific, specially configured, modified, custom-engineered, custom-tubed, nonstandard or used products cannot be returned for restocking. This restriction does not prevent Catco from evaluating a valid manufacturing defect or warranty claim.

5. Shipping Responsibility

Return reason Shipping responsibility
Confirmed manufacturing defect Catco pays return shipping, except where product-specific warranty terms state otherwise.
Shipping damage on a customer-routed shipment Customer pays return shipping and files the carrier claim.
Shipping damage on a Catco-routed shipment Catco pays return shipping and manages the carrier claim.
Restocking or investigation Customer pays return shipping.

6. Additional Terms and Contact

This policy applies to Catco’s commercial and industrial sales. Product-specific written warranties, Catco quotations, order acknowledgments and terms and conditions also apply. No representative may change this policy without a written agreement signed by an authorized Catco representative. Texas law governs this policy, subject to rights that cannot lawfully be limited.

Email: [email protected]

Sales: 888-436-2095

Technical Support: 888-436-2099

Policy note: Catco reserves the right to inspect returned products, verify the cause of a reported condition and determine warranty eligibility and the appropriate resolution. This policy does not create coverage for conditions outside its express terms.