Chapter 12 - Warranty/RMA
Warranty/RMA
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12.1 Warranty Statement
Datapath provides a return to manufacturer warranty on all its products for a standard 36 month period. It is important that
RMA procedures are followed prior to products being returned as often issues can be resolved quickly without the need for
products being returned.
12.2 RMA Returns Policy
If your Datapath product is not working as you expect, we recommend that you contact Datapath Ltd in the first instance
for support, since many issues that may first appear as hardware faults, are actually installation or set-up problems and can
normally be resolved without having to ship any hardware back to us. This route is therefore often the quickest, easiest and
cheapest way of solving the problems that you are experiencing. Please email
including as much
detail regarding the failure as possible (for example: system description, signal types, input or output resolutions and any other
relevant background information).
It is essential for you to know the serial number of the product(s) when contacting us.
If it appears that the fault is most likely to be hardware related, please email
and as much additional information regarding the nature of the failure as possible. Detailed explanation of the fault will help
us to better identify the problem and will direct additional focused testing if necessary. We will then issue an “RMA Number” to
you.
At the time that the “RMA Number” is issued we will inform you of the warranty status of the product and the cost of the repair,
if appropriate - see paragraph (b) below. The product should then be returned, at your cost, too Datapath Ltd
following the steps below.
There are 4 possible scenarios when a product is returned to us:
(a) The product is in warranty and is either found to be genuinely faulty or no fault is found. In these cases, the product
will be repaired as necessary, or replaced by a new or previously repaired product, and returned to you at our cost.
(b) The product is out of warranty and is found to be faulty. The product if possible will be repaired or replaced at fixed
cost, as stated in the RMA authorisation email. To cover this payment, you will be required to either provide a Purchase
Order or Credit Card details, when the product is returned to us. (However, we will not issue an invoice or charge the
credit card until the repair has been completed and is about to be returned to you)
(c) The product is in warranty but is found to be damaged by mis-use. This will be treated as (b) above.
(d) The product is out of warranty and is obsolete. In the unlikely situation that the product can be neither repaired
nor replaced, because some of it’s components are obsolete and we have no swap-out stock left, then the product will
either be returned to you, or disposed of at your request, with no charge.
PLEASE NOTE: Datapath will not accept responsibility for the safety, integrity or security of any programmes, data or
other content held on hard drives or any other type of rewritable media which is sent to us either separately or as part
of any equipment returned to us for repair or for any other purpose. Customers are advised to take back-ups of
anything that they deem to be valuable or important before returning the equipment to us and anything which is
confidential should be erased from the media before it’s returned.
Once the RMA Number has been issued, you need to raise your Purchase Order, or supply your credit card details, and return
the product to: Datapath Ltd, Bemrose House, Bemrose Park, Derby DE21 6XQ, United Kingdom - securely packed and with
the RMA Number clearly displayed on the outside of the box. To prevent unnecessary carriage and handling please only send
back products or accessory items you believe to be faulty.
In the case of paragraph (c) , the fixed charge will be levied after we have seen the product and identified the misuse. In this
case we will request you to issue a purchase order or provide credit card details before any repairs are completed.
Our policy is to return the repair (or swap-out) to you within 10 days of receipt.
