Customer Information - REALTRACK Systems wimu PRO User Manual

RMA (Return Merchandise Authorization)
and DOA (Defective on Arrival) Processes
When requesting a RMA or a DOA to RealTrack Systems, you accept the following
conditions:
All submissions must be properly packaged to prevent damage during shipment.
RealTrack Systems is not responsible for items that are misdirected, lost or dama-
ged in shipment.
Any RMA service out under warranty will not extend the warranty of the product
nor create any new warranty.
It is your responsibility to back up all data on a hard drive before shipping the
product to RealTrack Systems, which is not responsible for any data that is lost
during the diagnostic process.
I. Terms for Return
1. Each return material requests must be made by email or through the RMA form
provided in RMA@realtracksystems.com
2. The material can only be returned when previously the Customer Service gene-
rated a valid RMA number. After RMA request has been confirmed by a represen-
tative RealTrack Systems, you will receive an email response with your RMA
number and any other information you may need to know about your request for
RMA, including the return address, the guidelines required documents such as the
invoice and packing list, etc.
If your purchase is out of Spain, follow the guidelines will be given, preparing
INVOICE AND PACKING LIST so that it can carry out the customs clearance and
list your RMA number legibly on these documents. If delivered via international
carriers like FedEx or DHL, specify "RETURN FOR REPAIR. NO COMMERCIAL
VALUE. VALUE FOR CUSTOMS PURPOSES ONLY." in carrier's shipping docu-
ments.
3. The RMA number is valid only 10 working days from the date of creation of that
number by the Customer Service, hence the product must be returned to Real-
Track Systems during that time period.
4. Only you can return the equipment that was purchased in RealTrack Systems.
Verification is based on the serial numbers, as the date and the invoice number or
any other related documents needed for proper verification. Our warranty does not
cover physical damage, misuse of the product and natural disasters.
5. Returns must be made with full original packaging and with all elements of the
complete package. Without exception, the RMA received without all items in mint
condition will not be processed.
6. Do not write on the original packaging: the RMA number must be visible on the
shipping label.
7. Products will not be accepted under the following circumstances:
If the product is returned without any of the components of the original sent or
that these are not in perfect condition.
If the reason / s for returning the product does not correspond to what had
been stated in the request for RMA.
If the product is damaged somehow.
If no valid RMA number visible on the label sent.
If a product is returned as DOA tested and shown to be fully functional.
f the product is received after 10 days from the shipping date RMA number,
whichever period
expires, you must start the process.
If the product is not returned in its original packaging or packaging.
8. The customer is ultimately responsible for the condition of the returned item.
This policy shall be communicated in turn to end customers (end-user).
9. Products that are obsolete or discontinued by the manufacturer can not be
returned. RealTrack Systems not accept the return of loose accessories, software
or service contracts (agreements).
10. In cases where a replacement material is needed and the RMA accepted and
valid standards
action will be taken for shipments. RealTrack Systems will take care of this process
as well as its cost.
Note: Under customer demand urgent deliveries can be made with the possible
increase in costs for which the customer will pay.
* Shipping and processing costs:
In Warranty products: Any products returned as DOA and then RMA is not defecti-
ve will be returned and the shipping fee will be paid by the customer.
C U S T O M E R I N F O R M A T I O N 0 9