RMA Process

RMA Form Request Process

  • If a customer encounters an issue and needs to request a Return Merchandise Authorization (RMA) from iWave, they should promptly notify iWave about the issue and their request.
  • Upon receiving the notification, iWave will thoroughly analyze the issue and send the customer an RMA Form via email. The customer must complete this form with all the necessary information, such as the item code, serial number, and detailed description of the observed problems. Once completed, the customer should submit the form back to iWave.
  • After receiving the RMA Form, iWave’s Returns team will acknowledge its receipt and provide the customer with an ‘RMA tracking number’. With this number, the customer can make arrangements for the shipment of the RMA.
  • It is important to note that the customer is only required to return the damaged goods themselves, excluding any additional accessories or extraneous components (e.g., manuals, cables, CPU, RAM, CF, etc.). However, if any other components are contributing to the problem, the customer must clearly mention this on both the RMA form and the shipping document. Failure to do so may result in iWave not being responsible for any items not listed on the form.
  • Please be aware that RMA forms will only be sent to clients who have issued a formal Purchase Order to iWave.

Return Merchandise Authorization:

  • The buyer must initiate returns within thirty (30) days of receiving the original product and must include a Return Material Authorization (RMA) number provided by iWave.
  • Shipping expenses are not eligible for refunds, and the client is responsible for any costs associated with returning the product. 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 any RMA returns that do not include an RMA number, have incomplete product contents or documentation, or if the products have been altered by the customer.
  • It is the customer’s responsibility to ensure that the product is packaged securely to prevent damage during shipment.
  • The customer will be responsible for any additional costs incurred due to incorrect documentation during shipment.
  • 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 required to cover the costs of all incoming and outgoing shipments to/from iWave/EMS partners.
  • It is advisable for customers to utilize a reputable freight provider to ship the product and provide iWave/EMS partners with the tracking information.
  • iWave/EMS partners will ship all replacement/repaired products using their own courier service provider or the customer’s shipping account.
  • 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 instances, the requested RMA will be rendered null and void.

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