Return a product and claim warranty

Returns are for faulty or wrongly delivered goods, and every one starts with an approved RMA request.

Returns are for faulty or wrongly delivered goods, and every one starts with an approved RMA request.

What can be returned

Hardware is sold on a final-sale basis, so a return needs a reason beyond changing your mind. Two reasons qualify:

• The device is faulty.
• Something went wrong with the delivery. The wrong product arrived, or the order was incomplete.

Ordering the wrong model is not one of them, which is worth knowing before a large order rather than after.

What has to be true

• The product was bought directly from us.
• It is still covered by warranty.

Start with the request

1. Submit an RMA request with the product, the serial number and what is wrong with it.
2. Wait for approval. Nothing should be sent before that.
3. Send the device to the address on the approval.

Do not send it first

A device that arrives without an approved request cannot be matched to anything, and unravelling that afterwards takes longer than the approval would have. Approval is what tells us the box is coming and what is meant to be in it.

Describe the fault properly

"Does not work" leads to a device that tests fine and comes back to you. What you were doing, what happened, and whether it is every time or occasional is what makes the difference between a repair and a return trip.

Keep the serial number

It decides whether the device is in warranty, and it is on the device itself, which is inconvenient once the device is in a box. Note it before you pack.

See also

• Which Wildix desk phone do I have