Identix RMA - Product Return Guidelines

Description

This document defines the Warranty Replacement Policy, Defective On Arrival (DOA) Replacement Policy and the Product Repair Policy for products returned to Identix or a Identix designated service provider.

Warranty Replacement Policy

Description

This section defines the warranty replacement policy for Identix products that have been determined to be defective by a Identix Technical Support Representative within the standard warranty period. A replacement unit will be sent so long as all the terms and conditions of this policy and the Identix Warranty have been met. Warranty replacement requests must be authorized by Identix Technical Support (Submit a support request at our website).

Terms & Conditions

Warranty replacements will only be issued for product that has been determined to be defective, by Identix Technical Support, within the defined warranty period.
Original copy of the invoice with the serial number corresponding to the defective product may be required to validate warranty status.
The replacement is warranted for either (a) 90 days or (b) the remainder of the original warranty period, whichever is longer.
Identix will pay all standard economy outbound freight costs, excluding duties, taxes and other fees via a carrier of Identix's choice. Priority freight costs are the responsibility of the customer. The customer is responsible for all return freight costs.
Defective product that does not qualify for Warranty Replacement as outlined in the standard warranty policy and this document may be processed via the Identix Product Repair policy.

DOA Replacement

Description

This section defines the replacement policy for factory new Identix products that have been determined to be defective on arrival (DOA) by a Identix Technical Support Representative (Submit a support request at our website). A replacement unit will be sent so long as all the terms and conditions of this policy and the Identix Warranty have been met. Warranty replacement requests must be authorized by Identix Technical Support (Submit a support request at our website).

Terms & Conditions

DOA replacements will only be issued for factory new product that has been determined to be defective, by Identix Technical Support, out of box at the time of installation/ first use.
Original copy of the invoice with the serial number corresponding to the defective product may be required to validate warranty status.
The replacement unit will be given a new full term product warranty.
Identix will pay outbound freight costs and will also pay for return freight costs, excluding duties, taxes and other fees. Customer must use a carrier of Identix's choice to return replaced product.
Defective product that does not qualify for DOA Replacement as outlined in this document will be processed via the Identix Warranty Replacement or Product Repair policy.

Product Repair Policy

Description

This section defines Identix's policy for both warranty and non-warranty repairs of Identix products. Terms, including handling procedures and fees, are defined herein for each type of repair. Those requesting to send product to Identix for repair must first contact Identix Technical Support.

Warranty Repair Terms

Warranty repair will only be authorized for product that has been determined to be defective within the warranty period.
Identix will repair or replace any product free of charge, including parts and labor, within the terms outlined in the warranty agreement.
Original copy of the invoice with the serial number corresponding to the defective product may be required to validate warranty status.
Identix will pay standard economy outbound freight costs, excluding duties, taxes and other fees via a carrier of Identix's choice. Priority freight costs are the responsibility of the customer. The customer is responsible for all return freight costs.

Non-Warranty Repair Terms

Customer is responsible for all freight charges both to and from Identix including duties, taxes and any other applicable fees.
All repairs are subject to parts & material availability.

Non-Warranty Repair Charges

Repair Charges (U.S. Dollars - BRL Reais (In Brazil))
Repair charges will be set by Identix and are subject to change at any time.
The current repair charge will be communicated to Customer for approval prior to issuing an RMA.
Customer is responsible for all freight charges both to and from Identix including duties, taxes and any other applicable fees.
No fault found charges

Repair Policy Notes

Discontinued Product Repair Support
-Subject to parts & material availability, Identix will continue non-warranty repair support until it is no longer able to obtain replacement parts or until such time that it is no longer economically feasible to continue repair support.
Repair Duration
-Products are repaired on a first come first serve basis. Turn-a-round time of a particular repair is dependent upon circumstances such as product type, the nature of the problem and current repair volumes.
Warranty of Repairs:
Identix guarantees all of its repair work for 90 days from the time the repaired product is shipped back to the customer.