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What is a Return Merchandise Authorisation (RMA)?
RMA is a process that allows you to return a defective product for repair, replacement or refund.
RMA procedure for Orders from MIAMI
If your order was placed by our MIAMI office, follow the steps described by pressing the STEPS TO FOLLOW button.
IMPORTANT: DO NOT SEND ANY PRODUCT UNTIL THE CASE IS APPROVED BY VENDOR.
STEP 1: Download and fill in the following form with the requested information indicating description of the product failure in full details. YOU MUST SEND IT SIGNED.
STEP 2: Send it together with the photographic and video record, by email to the sales representative who handles your account with a copy to Briana Bracho bpineda@full-protection.com
How to take the photographs?
- Photograph showing the part number or reference number of the equipment requiring warranty.
- Photograph of the 4-digit Date Code number (some new panels have 6 digits). It is usually found on the electronic card.
- Good resolution photograph of both sides of the electronic card of the device “front and rear”.
- Video where the failure of the equipment is evidenced of failure, no links allowed.
STEP 3: Once we review your request, an RMA code will be sent to you. There you will be notified if the equipment needs to be shipped to our warehouse in Miami, USA or if the warranty will be handled with evidence of the destruction of the unit.
Your request will not be processed without the approved RMA #.
If you have to send the equipment to our warehouse, please send it with the RMA reference number outside the box to identify it and send the tracking confirmation by email to bpineda@full-protection.com.
PLEASE NOTE:
- If the manufacturer decides to apply a charge for repair or inspection of the product, Full Protection will first notify the customer before authorising any action.
- Full Protection is not responsible for freight charges due to the return of material. It is also not responsible for customs duty charges.
- The customer must pay the shipping cost to Full Protection.
Full Protection covers the cost to drop off at the freight forwarder. (UPS, USPS, FedEx, and DHL must be paid by the customer and send us the labels so the equipment can bedelivered when they come to pick it up). - Edwards products must be returned within 30 days of the return request. Full Protection will charge the customer if not returned within 30 days.
- Restocking fees may apply in some cases.
For Credit
Credit Returns will be processed according to each manufacturer’s credit policies and procedures.
RMA procedure for Orders from COLOMBIA
If your order was placed by our office in COLOMBIA, follow the steps described by pressing the STEPS TO FOLLOW button.
IMPORTANT: DO NOT SEND ANY PRODUCT UNTIL THE CASE IS APPROVED BY VENDOR.
STEP 1: Download and fill in the following form with the requested information indicating description of the product failure in full details. YOU MUST SEND IT SIGNED.
STEP 2: Send it together with the photographic and video record, by email to the sales representative who handles your account with a copy to Laura Cañon serviciocliente@full-protection.com.
How to take the photographs?
- Photograph showing the part number or reference number of the equipment requiring warranty.
- Photograph of the 4-digit Date Code number (some new panels have 6 digits). It is usually found on the electronic card.
- Good resolution photograph of both sides of the electronic card of the device “front and rear”.
- Video where the failure of the equipment is evidenced of failure, no links allowed.
STEP 3: Once we review your request, an RMA code will be sent to you. There you will be notified if it is necessary to send the equipment to our warehouse in Bogotá, Colombia, or if the warranty will be handled with evidence of the destruction of the unit.
Your request will not be processed without the approved RMA #.
Within a maximum of ten (10) working days we will notify the diagnosis, counting from the moment we receive the completed form.
PLEASE NOTE:
- If the manufacturer decides to apply a charge for repair or inspection of the product, Full Protection Andina will first notify the customer before authorising any work.
- Edwards products must be returned within 30 days of the return request. Full Protection will charge the customer if not returned within 30 days.
- Restocking fees may apply in some cases.
For Credit
Credit Returns will be processed according to each manufacturer’s credit policies and procedures.
Frequently Asked Questions
Why do I need an RMA number?
An RMA number serves as a unique identifier for your return request. It helps us to track and process your return efficiently. Without an RMA number, your return may be delayed or even refused.
Can I return any product using the RMA?
Normally, RMA is applicable to products that are covered by warranty or have a defect or damage that has occurred during normal use. However, not all products may be eligible for RMA, especially if they are non-refundable or fall outside the warranty period.
What happens after I submit an RMA request?
After submitting an RMA request, your request will be reviewed and a determination will be made as to whether it meets the criteria for return or repair. Additional information or troubleshooting steps may be requested before the RMA is approved.
Do I have to pay shipping costs when returning a product via RMA?
Yes, the customer must pay the cost of shipping to Full Protection’s warehouse. We do not cover the commercial value of moving products to the freight forwarder (UPS, USPS, FEDEX, DHL must be paid by the customer and send the labels to us in order to be delivered at the time of pickup).
Full Protection is not responsible for freight charges due to returned material. It is also not responsible for customs duty charges.
How long does the RMA process take?
The duration of the RMA process may vary depending on internal procedures. Typically, it takes a few days to a few weeks, depending on factors such as product availability, complexity of the repair and shipping times.
Can I get a replacement or a refund through RMA?
Yes, if your product is deemed eligible for return, you may have the option to receive a replacement unit or a refund. The specific resolution offered will depend on policies and the nature of the problem.
What should I do if my RMA request is denied?
If your RMA request is denied, you can contact your account executive to ask the reason for the denial. He or she may provide further clarification or suggest alternative solutions to resolve the problem.
What happens if my product is no longer under warranty?
If your product is no longer under warranty, the RMA process may not be applicable. However, you may contact your account executive for possible repair options or alternatives.
What is the difference between RMA and warranty?
RMA and warranty are closely related, but have distinct differences.
RMA refers to the process of returning a defective product, whereas warranty is a guarantee that covers repairs or replacements within a specified period of time. RMA is the mechanism through which you can exercise your rights under warranty.
Can I return a product for any reason using RMA?
No, RMA is normally used to return defective products. It is not intended for returning products due to buyer’s remorse or simple dissatisfaction.