Return Material Authorization (RMA) Process
This document outlines Silicon Micro Display, Inc.’s (hereafter referred to as “SMD”) Return Material Authorization (RMA) process. The process starts by first contacting customer support or tech support by email at:
1. Standard Hardware Warranty Policy The length of a warranty term may differ between product models. For details please see the specific warranty for your product. 2. Tech Support Contacts If your SMD product exhibits signs of failure, then you must contact our Customer Support department to verify product failure. If the SMD Technical 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 covered under SMD’s warranty policy, then an RMA Number will be issued. Customers must contact our Technical Support department by visiting our Customer Support website: www.SiliconMicroDisplay.com/support.html 3. RMA Information The following information is required to assign an RMA number.
4. RMA Confirmation Requests for RMA are typically processed during working day, between 9:00AM to 6:00 PM Pacific Time. RMA Confirmation will be sent by e-mail. SMD Tech Support will send the RMA application form to the customer and customer will fill the form and send it back to SMD Tech 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 5.1. Packaging Original packaging should be used if available to minimize the potential for shipment damage. The product box must be enclosed inside a shipping box with cushioning material placed between the product box and the shipping box. If items are damaged during return shipment due to insufficient packaging, it will be left to SMD’s discretion to determine whether or not the product is repairable. Please follow these guidelines when returning product to SMD:
5.2. Address All RMA packages should be shipped to: Silicon Micro Display, Inc. – RMA#____________________________ 2 Commercial Blvd. Suite 201 Novato, CA 94949 (415) 884-9688 5.3. Tracking All RMA returned items must be sent via traceable means. Examples would be UPS, FedEx, DHL, or US Postal Service Priority Mail. Be sure to retain the tracking information for your records. The customer is responsible for the product until it is received by SMD. SMD is responsible for the returned item upon the receipt of shipment and until it is shipped back to the customer. 5.4. Delivery Charges The customer is responsible for paying shipment charges when returning the product to SMD. SMD will pay for shipment of the repaired items back to the customer. SMD ships all domestic U.S. RMA repaired items by United States Postal Service Priority (6-10 days). SMD ships all international RMA repaired items by United States Postal Service Express (3-5 days). 6. RMA Turnaround Time 6.1. Standard Within four (4) weeks after receipt of returned parts, the repaired or replacement item will be ready for return shipment. USPS Priority (6-10 days) is the standard method of shipment for U.S. domestic shipments. International Shipments will be sent via USPS Express (3-5 days). 6.2. Expedited If the customer requires resolution within two (2) working days from receipt of returned parts, an expedite fee will be incurred, as follows:
The customer will also be required to pay expedited shipment charges over and above USPS Priority (for U.S.) and USPS Express (for international) rates. The expedited resolution within two working days is for technical resolution of the product defect or issue and does not include shipping time. 6.3. DOA Expedited Within ten (10) days of purchase, Dead-on-Arrival (DOA) parts will be repaired or replaced within two (2) working days from receipt of returned parts. No expedited repair or shipment fees will be charged to the customer. Replacement items will be shipped via USPS Priority for domestic customers or USPS Express for international customers.
7. RMA Repair and Test Procedures All items returned under an RMA will be repaired, or at SMD’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 SMD. 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. 8. RMA Closing Procedure If SMD has not received the RMA requested items from the customer within thirty (30) days of the RMA assignment date, the RMA will be closed. SMD 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. After return shipment of a repaired/replacement part to the customer, SMD will close the RMA. 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. 9.1. Repair or Replacement At SMD’s option, an out-of-warranty product may be repaired or replaced with new or refurbished parts for a fee. Products that have been damaged or misused may be deemed non-repairable at SMD’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. 9.2. Repair or Replacement Fees Out-of-warranty products offered on the current SMD End User Price List will be repaired or replaced as determined below.
10. Payment Method Payment can be made as follows:
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