Return Merchandise Authorization (RMA) Process

Last updated: 23 February 2012

 

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Article 1 - General

1.1The Customer contacts the SpinetiX Support Team via email (support [at] spinetix.com) regarding the HMP product that is not properly functioning. The SpinetiX Support Team will review the case and may request additional information or suggest additional diagnostic steps to ensure that the HMP is not returned for repairing unnecessarily.

1.2If the SpinetiX Support Team concludes that the problem(s) cannot be solved remotely, it will acknowledge that the HMP needs to be returned for repair and sends the RMA Request Form to the Customer.

1.3The Customer fills out, signs and submits the front page of this "RMA Request Form" to SpinetiX via email at store [at] spinetix.com or via fax at +41-21-3111956.

1.4SpinetiX replies to the Customer with an RMA number and detailed shipping instructions.

1.5The Customer writes the assigned RMA number on the shipping label and sends the HMP product and a copy of the RMA Request Form to the address received from SpinetiX.

1.6The SpinetiX Repair Team analyses the received HMP product to establish the status of the RMA.

1.7SpinetiX notifies the Customer about the result of the analysis and, if it’s the case, provides detailed billing instructions.

1.8If any fees are required to repair or replace the product, the RMA process is stopped until the Customer complies with his financial duties towards SpinetiX.

1.9If no fees are required or the Customer has no pending payments towards SpinetiX, then the SpinetiX Repair Team repairs or replaces the defective HMP product and a fully functional HMP product is sent to the Customer.

1.10The Customer tests the HMP product after receiving it.

 

Article 2 - Shipping of the HMP product to SpinetiX

2.1The customer is responsible for the safe shipment of the HMP product(s) to the address received from SpinetiX.

2.2The HMP should be returned in its original packaging. If the original packaging is no longer available, the Customer must use packing materials that provide the same or greater protection to the HMP product(s) from inherent shipping shocks.

(a) Any damage and / or subsequent failure of the HMP product related to inappropriate packaging might result in declaring the received unit as Out Of Warranty and Non Repairable.

2.3Any HMP sent without an RMA number issued by SpinetiX is subject to return to the customer at its charge without test or repair being conducted by the SpinetiX Repair Team.

2.4The shipping costs, including custom duties and taxes, of RMA unit(s) from the Customer to SpinetiX are at the Customer expense, with the sole exception of "Dead on Arrival" unit(s), as defined below.

2.5SpinetiX is not responsible in any way for damage incurred during shipping to our RMA receiving location(s) or for lost or misdirected packages. SpinetiX recommends to the Customer to send the package(s) with insurance, to notify SpinetiX about the shipment date and to provide shipment tracking details.

 

Article 3 - The possible statuses of a returned HMP product

3.1By signing the "RMA Request Form" and starting the RMA process, the Customer recognizes that the SpinetiX Repair Team is competent and solely responsible to perform this analysis and to decide the true status of a returned HMP product regardless of the "reason(s) for return" specified above. The Customer also agrees to accept the decision of the SpinetiX Repair Team.

3.2The SpinetiX Repair Team analyses the returned HMP to establish the status of the product / RMA process. Following this analysis, SpinetiX will notify the customer that the returned HMP product is in one of the following statuses:

(a) Under Warranty (W) – the HMP product is under warranty.
(b) No Trouble Found (NTF) – the returned HMP product is fully functional.
(c) Dead on Arrival (DOA) – the HMP product was not functional when the Customer received it from SpinetiX.
(d) Internal Memory Medium Failure (IMMF).
(e) Out of Warranty (OOW) – the HMP product is under none of the above statuses.

3.3Certain statuses require the Customer to pay specific fees which are detailed below. If the Customer does not pay these fees, SpinetiX is entitled to void the warranty on the specific product and close the RMA process. The product will remain available for the Customer to pick up for a period of 90 days from the date of notification, after which it will be dismantled and recycled according to the local regulations without any compensation for the Customer. The payment shall be made within 30 days (if not stated otherwise) from the date of the notification from SpinetiX.

 

Article 4 - Under Warranty

4.1SpinetiX will make a best effort to repair all returned HMP products that are under warranty. Those that cannot be repaired with a reasonable effort will be replaced by fully functional equivalent products. SpinetiX reserves the right to use refurbished equivalent HMP products to replace the original HMP product returned by the Customer.

4.2SpinetiX will not apply any charges to the Customer for handling and repairing an HMP product returned with a valid RMA number and whose status is confirmed as being covered by the warranty.

4.3The handling and shipping costs to return the repaired / replaced HMP product are covered by SpinetiX.

 

Article 5 - No Trouble Found

5.1If the returned HMP product is fully functional and / or the SpinetiX Repair Team cannot reproduce the failure reported by the Customer, then the Customer will be required to pay a forfeit fee of 100 CHF.

5.2The handling and shipping costs to return the original HMP product are in this case to be covered by the Customer.

 

Article 6 - Dead on Arrival

6.1The HMP product can be declared by SpinetiX Support Team as "Dead on Arrival" only if it failed within its first 24 hours of operation. The Customer shall notify a suspect DOA within 10 days from the date of reception of the product.

6.2SpinetiX will replace with an equivalent HMP product all DOA products that have been sent back to SpinetiX.

6.3The handling and shipping costs are fully covered by SpinetiX.

 

Article 7 - Internal Memory Medium Failure

7.1Internal Memory Medium has a limited lifetime and is not covered by SpinetiX Hardware Limited Warranty. Internal Memory Medium is covered by a 12 months warranty starting from the date the product has been purchased from SpinetiX. Within this period the HMP product is Under Warranty and will be repaired by SpinetiX according to the procedure described above.

7.2If a failure of the Internal Memory Medium of an HMP product occurs after 12 months from the date of purchase from SpinetiX, the Customer can still apply for the RMA process, but accepts to cover a forfeit fee of 50 CHF plus applicable handling and shipping costs to and from the SpinetiX Repair Center.

 

Article 8 - Out of Warranty

8.1If the returned HMP product can be repaired by the SpinetiX Repair Team, then the Customer will be required to pay a forfeit fee of 350 CHF plus handling and shipping costs.

8.2If the unit cannot be repaired, SpinetiX will dismantle and recycle the unit according to the local regulations at no fee for the Customer. If the Customer wishes to have the defective unit back, a written request shall be sent to SpinetiX within 30 days from the date of the notification and the Customer will be required to pick up the unit from the logistic center or cover the shipping and handling costs within 90 days.

8.3The handling and shipping costs to return the repaired / defective HMP product is covered by the Customer.

 

Article 9 - Additional notes

9.1The SpinetiX repair service offered in the context of our product warranty is a best effort service.

9.2Statistically the average turn-around time for the RMA process is four weeks from the date the defective unit enters and leaves the SpinetiX Repair Center. In some cases, this delay may be longer. SpinetiX cannot be held responsible for any prejudice or damage that a longer delay may cause to the Customer.

9.3The shipping of the repaired unit(s) from SpinetiX to the Customer is done using SpinetiX' preferred carrier. In the case a new product shipment is planned for the customer, SpinetiX has the right to add the repaired units to that shipment if this does not delay excessively the turn-around time of the RMA process.

9.4The external power supply is not covered by the SpinetiX Hardware Limited Warranty and cannot be returned to SpinetiX. Also, if the HMP is returned to SpinetiX due to an external power supply related fault, then the status of the RMA product will be established as "No Trouble Found".

9.5Any attempt to open the HMP product by the Customer or any unauthorized third party will void the SpinetiX Hardware Limited Warranty and, as a consequence, the HMP will be considered Out Of Warranty!