RMA & Returns
RMA & Return Procedure
Timelines, required information and cost allocation for repair requests, return inspection, replacement and repair.
Submit a request
Submit a repair request through the website support page or your account manager with the serial number, fault description, time of occurrence and site photos. We reply within one working day with an initial assessment and assign an RMA number.
Return and inspection
- Return the unit to the designated address with the RMA number, intact packaging and a fault note.
- Inspection is completed within three working days of arrival, with a written conclusion.
- If the fault is confirmed as a warranty defect, repair or replacement is at our cost.
Turnaround times
| Step | Timeline |
|---|---|
| Acceptance and RMA number | 1 working day |
| Inspection and conclusion | 3 working days |
| Repair or replacement dispatch | 5-10 working days |
Cost allocation
For confirmed warranty defects we cover both-way freight. For non-warranty cases (physical damage, unauthorised modification, out of warranty) inspection and repair are charged to the customer after a quotation is approved.
Need to check a product's warranty status?
Enter the serial number on the product nameplate or warranty record to check coverage instantly.