Repair and Return Policy and Prices

What are the costs and return policy on repairs?

 

RMA Request Initiation:

  1. Customer, supplier, or internal department initiates an RMA request due to product failures, defects, damage, incorrect shipment, or other valid reasons.  RMA requests can be initiated through an online portal  www.racoman.com/rma.  Once the RMA form is filled out an RMA number is generated. This number serves as a unique identifier for tracking the return.  The RMA team provides the requester with detailed instructions on how to package and ship the return, including any required documentation.

 

  1. Product Return and Packaging:

The customer or requester follows the provided instructions to package the product securely, including the RMA number and any required documentation.

They may be instructed to use specific carriers or shipping methods.

 

  1. RMA Received:

The company's receiving department accepts the returned materials.

They inspect the returned items to ensure they match the RMA documentation and meet the company's return policy. Once the RMA is Received 

 

  1. Evaluation and Validation:

Technical teams assess the returned materials for defects, damage, or other issues.

If the returned items are within the acceptable criteria, the process proceeds to the next step.

 

  1. Repair, Replacement, or Refund:

Depending on the assessment, the company can take one of several actions:

Repair the product to working condition.

Replace the product with a new one.

Issue a refund or credit to the customer's account.

 

  1. Work Estimate

All RMA details, including reasons for return, resolutions, and associated costs, are documented in a work order.  The RMA Department will then email the customer the estimated repair price if the RTU is out of warranty.  Once the work is approved, the RTU will be repaired and shipped back to the customer.