RMA Process
RMA Form Request Process
- If a customer encounters an issue and requiring a Return Merchandise Authorization (RMA) must promptly notify iWave with details of the issue and their request.
- Upon receiving the request, iWave will analyze the issue and send the customer an RMA Form via email. The customer must fill the form with all necessary details, including the item code, serial number, and a detailed description of the issue. Once completed, the form should be submitted back to iWave.
- After receiving the completed RMA Form, iWave’s Returns Team will acknowledge receipt and provide the customer with an RMA tracking number. This tracking number must be used when arranging the shipment of the authorized return.
- Customers must return only the defective goods, excluding accessories or additional components (e.g., manuals, cables, CPU, RAM, CF, etc.). If any other components contribute to the issue, the customer must clearly specify them on both the RMA Form and the shipping document. Items not listed may not be considered under the return process.
- Please note that RMA Forms will only be issued to customers who have submitted a formal Purchase Order to iWave.
Return Merchandise Authorization:
- The buyer must initiate a return within 30 days of receiving the original product and obtain a Return Material Authorization (RMA) number from provided by iWave.
- Shipping costs are non-refundable, and the customer is responsible for all return shipping expenses. However, if iWave makes an error in fulfilling a client’s purchase, they will issue an RMA and ship the correct product as a replacement for any incorrectly shipped items. In such cases, the customer will not be charged for any additional shipping costs.
- iWave reserves the right to reject RMA requests that:
- Do not include a valid RMA number
- Have incomplete product contents or missing documentation
- Contain products altered or modified by the customer
- Customers must ensure secure packaging to prevent damage during transit. Any additional costs incurred due to incorrect shipping documentation will be the customer’s responsibility.
- Once the RMA process is completed, the software/firmware on the products will be restored to iWave’s/EMS partner’s factory default software
- Please note that licenses are nonrefundable
Shipping Cost
- When requesting an RMA, customers are responsible for all shipping costs associated with both incoming and outgoing shipments to/from iWave or its EMS partners.
- It is recommended that customers use a reliable freight provider for shipping and provide tracking information to iWave or its EMS partners.
- iWave/EMS partners will ship replacement/repaired products using their own courier service or the customer’s shipping account, as applicable.
- Customers are accountable for any loss or damage caused by their chosen shipping carrier when sending products to an iWave/EMS partner location. In such cases, the RMA request will be considered null and void.
