RMA Technical Services

Returned Material Authorization (RMA)

• Occasionally there are products or spare-parts that need to be repaired or replaced. Any item in need of repair or exchange must be pre-authorized by INSTAR. Technical Support staff process the initial RMA request, which must then be approved by the Technical Services Department. The Technical Services Department is responsible for the repair, replacement and return of any INSTAR product to the customer.
  
  The process for returning products is the same procedure for products in-warranty or out-of-warranty:
  
  
  1. Contact Technical Support and describe in detail the problem with the product or spare-part.
  2. Our Technical Support Staff will help to find a solution for the problem without the need to return the product or part. We will troubleshoot to help verify and identify the failure correctly. We will suggest alternate configuration or setup options to resolve the problem.
  3. If we determine that the product or part is truly defective, we will require the following information:
     • Contact name and company name
     • Telephone and fax numbers
  4. An RMA Request Form will be faxed to you. Please complete the form in full. Please read and sign the 2nd page indicating your authorization to be invoiced should the repair/replacement not be covered by warranty. For non-warranty services, please include a purchase order or credit card information.
  5. You should then fax the signed form to our Technical Services Department, at the number listed on the form.
  6. You will then be faxed back an RMA Approval Form, stating RMA number and shipping instructions.

Freight Methods and Charges

Notes:

1. An RMA number will not be issued for any parts which are out-of-warranty and are not classified as repairable.

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