Return Merchandise Authorization (RMA)

Requesting a RMA

Any hardware product purchased from PHYTEC must have a Return Merchandise Authorization (RMA) assigned before PHYTEC will accept the return of the product for repair, rework, analysis or refund. Product returned to PHYTEC without an RMA number will be refused.

To request a RMA, please read through the information below, then email request to rma@phytec.com and include the following information:

Part #
Serial # or Mac ID
Failure Description / Reason for Return

PHYTEC will typically respond to RMA requests within 24 hours. If the RMA request is projected to take longer than 24 hours to process, notification will be sent to indicate status. Once the RMA request has been approved, PHYTEC will email a RMA document, including number and shipping instructions to the contact person listed on the submitted form. If the RMA request is not approved, the contact person will receive an email with detailed explanation.

Once assigned, RMA numbers are valid for 30 days. If the product authorized for return is not received by PHYTEC within 30 days of the RMA being issued, the RMA will be cancelled. If an RMA is cancelled, the contact person for the RMA will be notified and a new RMA request form will need to be completed and submitted to PHYTEC for approval.

RMA numbers issued for hardware purchased from PHYTEC will fall into one of three categories listed below. Submittal of RMA unit(s) to PHYTEC signifies acceptance of the conditions and possible fees as outlined. Please direct any questions to rma@phytec.com.

RMA Unit(s) Under Warranty:

Per our General Terms of Business, PHYTEC warrants products from manufacturing, materials and functional defects for twelve months after date of shipment. Assessment of functional defects shall be determined by submittal of RMA units to PHYTEC’s Standard Production Test. RMA units with manufacturing, material or functional defects shall be repaired or replaced by PHYTEC at no cost to the purchaser. Upon mutual agreement, PHYTEC will issue the purchaser a refund/credit for non-functional units. Please note that PHYTEC cannot exchange or issue a refund/credit for merchandise that has been altered by the purchaser (section 10.2). PHYTEC also reserved the right to assess a 15% restocking fee for all functioning merchandise accepted for return under RMA (section 9.1).

RMA Unit(s) Under Warranty, Pass Standard Production Test:

If RMA units returned to PHYTEC under warranty subsequently pass PHYTEC Standard Production Testing with no trouble found, the purchaser agrees to pay PHYTEC the following:

a $25 handling fee per RMA unit returned; and
an hourly rate of US $120, in quarter-hour increments, for actual time spent for test of RMA unit(s)

Generation of invoice(s) for such RMA processing shall be at PHYTEC’s sole discretion. Total time spent to test a returned unit shall not exceed the cost of product replacement, unless mutually agreed between PHYTEC and Customer.

RMA Unit(s) Out of Warranty:

If agreed upon between PHYTEC and Customer, merchandise that is out of warranty may also be returned to PHYTEC for test and repair. For such returns, the purchaser agrees to pay PHYTEC the following:

a $25 handling fee per RMA unit returned; and
an hourly rate of US $120, in quarter-hour increments, for actual time spent for analysis, repair and test of RMA unit(s)

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