RMA Policy

Wavetronix Return Material Authorization Policy

_{Effective Feb 13, 2017}

Technical Support Calls and RMAs

Customers and end users of Wavetronix products must first contact their local authorized Wavetronix dealer for technical support, as applicable. It is important that dealers be aware of any problems their customers are having, and since many dealers have their own technical support processes in place, customers may benefit by having problems resolved locally. Dealers will escalate support issues to Wavetronix when necessary. Customers not working through a dealer will contact Wavetronix directly.
To begin the RMA (Return Material Authorization) process, please email rma@wavetronix.com or call 801-734-7200.

1. To begin the RMA (Return Material Authorization) process, please email rma@wavetronix.com or call 801-734-7200.
2. All calls and emails requesting an RMA for any Wavetronix product will be treated as a technical support request. To verify that the necessary troubleshooting has been performed, Wavetronix Technical Support representatives will request the following information:
   • Applicable serial numbers
   • Failure mode of each product
   • How the failure was detected
   • Troubleshooting steps already taken
   • Product installation date
   • Installation conditions
   • Originating PO number

RMAs will only be issued by Wavetronix Technical Support once a Wavetronix Technical Support representative has determined that an RMA is necessary.

Products that are returned to Wavetronix without a valid RMA number will be returned to the customer, and the customer will be assessed a $75 handling fee. This applies to products under warranty and to any products added to an existing RMA without the prior approval of Wavetronix Technical Support.

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Warranty/Non-warranty Repairs

1. All products received under warranty are handled as outlined in the Wavetronix Product Catalog under each product’s respective warranty description. This warranty information can also be found at www.wavetronix.com/support under each product’s webpage.
2. All non-warranty sensor products that are returned will be assessed a flat repair fee, even if no fault is found. This fee covers material and labor required for testing, handling, and repairs. Shipping and other charges are not included in the flat fee.
3. For product exceeding 10 years from its original ship date, repairs will no longer be performed.
4. For product exceeding 5 years from its original ship date, Wavetronix will make best efforts to repair the product, but reserves the right not to perform repairs based on the following:
   • Material availability
   • Design changes
   • Scope of repairs
5. For Click 600 series products, the same fee schedule applies on all non-warranty repairs. Other Click products beyond their warranty date will be treated as case-by-case and may not be repaired.
6. The flat repair fee applies to all billable returns and is non-refundable.
7. A PO for the repair fee is expected with receipt of equipment.
8. If a non-warranty item that is returned is designated as unrepairable, we will discard the item, unless specifically requested otherwise by the customer in writing.
9. Wavetronix reserves the right to modify its repair fee structure without prior notice.

RMA Repairs

1. Unused product that is to be returned must have an RMA number issued by a Wavetronix Technical Services representative.
2. All product shall be returned in its original packaging. Equipment shall be clean and never used in the field. Items that appear to be used, not in original packaging or the original packaging has been breached, will be returned to the customer at the customer’s expense.
3. Wavetronix is not responsible for any shipping costs, duties and fees associated with returning unused product.
4. Unused product authorized for return shall be fully refunded. Wavetronix may assess a restocking fee of 25% the PO cost for that line-item.
5. The following items, classified as NCNR (non-cancellable / non-returnable), cannot be returned:
   • Custom cable lengths and cable assemblies
   • Custom backplates and cabinet assemblies
   • Command products
   • Other products as determined by Wavetronix
6. Product beyond its warranty period shall not be eligible for return.

Return Policy for Unused Product

1. Unused product that is to be returned must have an RMA number issued by a Wavetronix Technical Services representative.
2. All product shall be returned in its original packaging. Equipment shall be clean and never used in the field. Items that appear to be used, not in original packaging or the original packaging has been breached, will be returned to the customer at the customer’s expense.
3. Wavetronix is not responsible for any shipping costs, duties and fees associated with returning unused product.
4. Unused product authorized for return shall be fully refunded. Wavetronix may assess a restocking fee of 25% the PO cost for that line-item.
5. The following items, classified as NCNR (non-cancellable / non-returnable), cannot be returned:
   • Custom cable lengths and cable assemblies
   • Custom backplates and cabinet assemblies
   • Command products
   • Other products as determined by Wavetronix
6. Product beyond its warranty period shall not be eligible for return.