04 / 2013
This document outlines Project Z’s Return Material Authorization (RMA) process.
1. Standard Hardware Warranty Policy
The length of a warranty term may differ between product lines. For details please see the specific warranty for your product.
2. Tech Support Contacts
If your Project Z product exhibits signs of failure, you must contact our Customer Support department to verify product failure. If the
Project Z Customer Support Representative cannot correct the problem by remote support methods i.e. phone or Email support and
determines that the problem is the result of product failure, then an RMA Number will be issued. Customers/ Consumers must
contact their Dealer to request an RMA.
Project Z Support Email: firstname.lastname@example.org
3. RMA Information
The following information is required to assign an RMA.
a. Dealer information -- where the item was purchased (if applicable)
b. Your Phone Number
c. Your Fax Number
d. Your Email Address
e. Product Mode, Article or Part Number
f. Product Serial Number
g. Purchasing date
e. Receipt/Proof of purchase
f. Detailed Description of Failure or Problem
If no RMA form has been completed prior to arrival of goods at Project Z, Project Z is entitled to charge for an administration fee.
4. RMA Confirmation
Requests for RMA are typically processed during working day, between 9:00 AM to 6:00 PM PST. RMA Confirmation will be
accomplished by e-mail. Project Z technical support will send the RMA application form to the customer and customer will fill the
form and send it back to Project Z technical support. The RMA Confirmation is a RMA form with the assigned RMA number.
This form must be put in the packaging when the product is returned.
5. RMA Return Shipment
Original packaging should be used if available to minimize the potential for shipment damage. If items are damaged during return
shipment due to insufficient packaging, it will be left to Project Z’s discretion to de-termine whether or not the product is repairable.
Please follow these guidelines when returning product to Project Z:
a. Use the products original packaging if still available
b. Ship the RMA items via traceable means
c. Write the RMA number on at least two (2) outside surfaces of each return package
d. Write RMA number on the Air Waybill or Shipper
All RMA packages should be shipped to the address mentioned on the RMA form.
All RMA returned items must be sent via traceable means. Be sure to retain the tracking information for your records. The customer
is responsible for the product until it is received by Project Z. Project Z is liable for the returned item after the receipt of shipment.
5.4. Delivery Charges
The customer is responsible for paying shipment charges when returning the product to Project Z. Project Z will pay for shipment
of the repaired items back to the customer, if the product is under warranty.
6. RMA Turnaround Time
If covered by warranty condition, Project Z will repair the product within the shortest time possible.
6.2. DOA (Dead-on-Arrival)
Within fourteen (14) days of purchase, Dead-on-Arrival (DOA) parts will be repaired or replaced
within two (2) weeks from receipt of returned parts.
6.3. Advance Replacement
Advance Replacement are only available for product components, such as monitors or power adaptors. Advance Replacements are
only released after receipt of signed approval of our conditions for Advance Replacements and Project Z ´s management authorization.
The product that is shipped to the customer may be new or refurbished but will be certified functionally equivalent to the original
product and will be warranted for the remainder of the original warranty or ninety (90) days whichever expires later. Defective parts
must be returned to Project Z within ten days according to Project Z RMA procedure or you will be invoiced for the replacement part.
7. RMA Repair and Test Procedures
7.1 RMA Inspection
All items returned under an RMA will be repaired, or at Project Z’s option replaced with either new or
factory refurbished parts. If a returned product is determined to be damaged or misused, it will be handled according to the
out-of-warranty policy below. All repaired or replacement parts will have successfully passed the appropriate manufacturing
quality assurance test procedures. These are the same tests that are utilized to verify “new build” parts as manufactured
by Project Z. Out-of-Warranty repaired items carry a ninety (90) day warranty. In-Warranty repaired items are warranted
for the remainder of the original warranty or ninety (90) days, whichever expires later.
7.2 RMA Tracking and Feedback
Make sure you have your reference number (RMA number) when contacting us for an update on the repair.
Feedback of the repair will be provided on the delivery note and sent to you via email.
7.3 RMA Non-Failure
If no failure is discovered in the returned product, Project Z is entitled to charge an inspection fee.
8. RMA Closing Procedure
If Project Z has not received the RMA requested items from the customer within thirty (30) days of the RMA assignment date,
the RMA will be closed. Project Z will not accept any packages without an open, valid RMA number appearing on at least 2
surfaces on the box/packaging and reference to the RMA number on the shipper or air waybill. Only the specific items listed
on the RMA will be accepted. All other items will be returned to the customer at customer’s expense.
Repaired RMA will be sent back to the confirmed return address (see RMA form) on condition that the the item has been sent
to Project Z in the original packaging. If not Project Z might ask you to have the unit collected at Project Z. After return shipment
of a repaired/replacement part to the customer, Project Z will close the RMA. Goods will be scrapped after 6 months if not
collected or if a quotation has not been approved within this time.
9. RMA Out-Of-Warranty
A product whose warranty period has expired or which has been damaged or misused may be determined to be out-of-warranty.
If your product is determined to be out-of warranty, the following guidelines are applied. Please check our “Damaged Goods Policy”
for details on out-of-warranty items.
At Project Z’s option, an out-of-warranty product may be repaired or replaced with new or refurbished parts for a fee. A repair
cost proposal will be forwarded for approval. Project Z will initiate no repair before receipt of the written cost approval has been
received from the customer. Products that have been damaged or misused may be deemed non-repairable at Project Z’s
determination. Out-of-warranty repaired or replaced items carry a 90-day warranty. All shipping costs for out-of-warranty
repaired and/or replaced items are the responsibility of the customer.