Warranty & RMA Process
Before you return a unit: see which category it falls into — DOA, in warranty or out of warranty — and who covers freight, inspection and repair.
Costs at a glance
- Ship to RGTS
- Freight paid by RGTS
- Inspection & failure analysis
- Free
- Repair
- Repaired free of charge
- Ship back to you
- Freight paid by RGTS
- Ship to RGTS
- Freight paid by customer
- Inspection & failure analysis
- Free
- Repair
- Free for product defects Customer-caused damage**: material cost only, quoted for your approval first
- Ship back to you
- Freight paid by RGTS
- Ship to RGTS
- Freight paid by customer
- Inspection & failure analysis
- Free No inspection fee, even if you decline the repair
- Repair
- Replaced parts are charged Quoted for your approval first
- Ship back to you
- Freight paid by customer Included in the quotation
How the RMA process works
- 1
Request an RMA
Submit the online RMA form or contact your sales representative. Include the serial number, model, symptoms and photos.
- 2
Remote diagnosis
Our engineers review your case and try to solve it remotely first. If it is solved, no return is needed.
- 3
RMA No. issued — pack & ship
We email your RMA No. and RMA form. Mark the RMA No. on the outside of the package and enclose the RMA form. Please ship only after you have received your RMA No.
- 4
Ship to RGTS
For DOA units RGTS covers the freight; for all other returns the customer pays the freight to RGTS.
- 5
Free inspection & failure analysis
Every returned unit is inspected free of charge, and its warranty category is confirmed.
- 6
Repair
Product defects within warranty are repaired free of charge. For out-of-warranty units or customer-caused damage we send a quotation first — accept it and the repair proceeds; decline it and we advise alternative solutions.
- 7
OQC final inspection & RMA report
Every repaired unit passes outgoing quality control (OQC). We keep you updated on the estimated completion date and send an RMA report with the failure cause and the repair done.
- 8
Ship back to you
RGTS pays the return freight for DOA and in-warranty repairs. For out-of-warranty repairs the return freight is included in the quotation.
Definitions
- * Warranty period
- 1 year (12 months) standard warranty, unless otherwise stated on your PI.
- DOA (Dead on Arrival)
- The unit fails within 30 days of delivery.
- ** Customer-caused damage
- Damage not caused by a product defect. It is not covered by warranty — material cost applies even within the warranty period.
- Your approval comes first
- No repair cost is charged without your approved quotation.
Ready to return a unit?
Submit the RMA form — you'll receive a ticket number and a confirmation email.
Questions? Email info@ruggedtech-systems.com