Last updated October 2026 · 1 min read
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RMA numbers and return instructions are issued within one business day.
Reporting windows
| Issue | Report within |
|---|---|
| Visible shipping damage | Note on delivery receipt, report within 48 hours |
| Shortages or wrong items | 5 business days of delivery |
| Dead on arrival (DOA) | 14 days of delivery |
| Supplier warranty failure | Within the warranty period |
RMA process
- Email your order number, serial numbers and a description or photos of the issue.
- We issue an RMA number and return instructions within one business day.
- Pack the units securely with the RMA number on the outside of every carton.
- On receipt we test the units and repair, replace or credit them.
Returns without an RMA number may be refused.
Non-defective returns
Unopened, non-defective products may be returned within 14 days with approval, subject to a restocking fee of up to 15%. Opened non-defective products, special orders and consumables cannot be returned.
Return freight
We cover return shipping for DOA units and our errors. Other return shipping is paid by the customer.
What to include with a report
- Order or invoice number
- Serial numbers of the affected units
- Photos of the outer carton, the product box and the product
- A short description of the fault and when it was found
What happens after inspection
| Finding | Outcome |
|---|---|
| Fault confirmed, within DOA window | Replacement or full credit, return freight paid by us |
| Fault confirmed, within supplier warranty | Repair, replacement or credit |
| No fault found | Unit returned to you; return freight charged |
| Physical or liquid damage | Not covered; unit returned or recycled at your choice |
Credits and refunds
Credits are applied to your account within 5 business days of the return being approved. Refunds to the original payment method are available on request. Credit notes remain valid for 12 months.
Shortages and wrong items
Count cartons on delivery and units on unpacking. If something is missing or wrong, tell us within the window above. We compare against our packing records and serial scans, and ship missing or correct items at our cost when the error is ours.