Return Material Authorization

ONLY PRODUCTS PURCHASED DIRECTLY FROM INDUSTRIAL IT SYSTEMS ARE VALID FOR RMA.

This document outlines the Industrial IT Systems RMA (return materials authorization) policy.
It covers all our terms and conditions for product returns by customers. These include warranty return and repair, advanced replacement for ‘dead on arrival’ and incorrect products.

1. Fault Categorization

Units will be categorized according to age; warranty period and nature of the fault as follows:

Dead On Arrival (DOA)
A unit which is DOA will not work within seven days of the date of receipt. We will replace it with a new unit subject to availability.

Failure within manufacturer’s warranty period
If a faulty product purchased from Industrial IT fails to work within the manufacturer’s warranty period, we will return it to the manufacturer on our customer’s behalf. Please be aware that Moxa’s full Terms and Conditions apply.

Failure outside manufacturer’s warranty period
If an item fails outside the manufacturer’s warranty period, we will give our customer advice on whether it is financially viable to have it repaired.

2. No Fault Found
Please be advised that if a product has been returned to us ‘faulty’ but is found to have no fault, it will be returned to our customer and there will be a £50.00 / €55.00 / $60.00 engineering and administration charge imposed.

3. Damaged Goods
If a faulty item is returned damaged to Industrial IT, we will not be liable for the cost of repair because the damage will invalidate the manufacturer’s warranty.

4. Incorrect Goods
If a customer purchases the wrong item, we may consider receiving it back together with a 35% restocking and exchange fee. This is subject to approval and must occur within 7 days of the date of the invoice.

5. Freight Costs
Any customer returning goods to Industrial IT must ensure that all freight and duty costs are fully paid.

6. RMA Number
Please do not return RMA products without obtaining an RMA number from Industrial IT.

7. RMA Processing Time
Please be aware that the RMA processing time can take up to 10 weeks.

Any further questions please contact our customer service team.