Overview
If you have purchased the product from a third party, they should be your first point of contact.
If you have purchased the product directly from Active Silicon, believe the product to be faulty and under warranty, then please see the RMA (Return Merchandise Authorization) Procedure below to return it.
RMA Procedure (Return Merchandise Authorization)
- Please email techsupport@activesilicon.com with the part number, serial number and a description of the fault.
- Active Silicon may request further information, which could also involve remote diagnostics.
- If it is determined that the product needs to be returned, Active Silicon will assign and send you an RMA Number and details on where to send the product.
- Please use the RMA Number reference on all documentation and shipping labels.
- Please ensure suitable ESD-compliant packaging is used for the return of any products.
Warranty and Repair Terms
- Unless otherwise stated, all Active Silicon products are covered by a two-year warranty from the date of receipt of the product.
- If the product is in warranty and has a defect that occurred with normal use, and which cannot be resolved remotely, Active Silicon will endeavour to repair or replace the product.
- In the event of a product being defective, Active Silicon’s customer will provide full details of the product and defect so that Active Silicon can determine if the fault is covered under warranty and attempt to correct the defect remotely. Active Silicon may request further information, which could also involve testing the product and remote diagnostics.
- Defects that are due to inadequate packaging during shipping, inadequate installation, lack of ESD handling procedures, abnormal conditions of temperature, humidity, dirt or pressure, use outside the scope of specifications, or other misuse, product alteration/modification, or attempted repair, are NOT covered by warranty.
- If the product has been disassembled or if serial numbers or data plates have been removed, the warranty is invalidated and the product will not be repaired/replaced under warranty.
- This warranty does not apply to consumable items, expendable items, or items that are defective due to normal wear and tear or radiation damage.
- Products are returned to Active Silicon’s offices at the customer’s expense.
- If the product is not within the warranty period (or the fault is not covered by the warranty), Active Silicon may provide a quotation for the investigation, repair and/or replacement of the product.
- Returned product that is out of warranty will be disposed of or returned at the customer’s expense.
- Returned product on which no fault can be detected or reproduced will be subject to an inspection fee and return shipping costs, even if the item is still under warranty.
- Products repaired outside of warranty are supplied with a three-month warranty and are returned at the customer’s expense.
- For products that have been repaired/replaced under warranty, the warranty dates of the original product apply.
- Active Silicon will return the product repaired/replaced under warranty to the customer at Active Silicon’s expense.
Product Return Policy
- If Active Silicon correctly shipped the product ordered, and if the product is not defective, Active Silicon may not provide any refund. A credit note may be offered instead. A refund processing fee and product re-stocking fee may be deducted from any refunded/credited amount. The product must be returned unused, undamaged and in the original packaging.
Follow the link to find Active Silicon’s full Terms and Conditions of Sale.
Download above as a PDF: Warranty, Replacement and Repair.