Dear Elmo Customer,
In order to improve the Returned Merchandise Authorization (the “RMA”) process and improve its service level – Elmo Motion Control Ltd. (“Elmo”) is initiating an adjusted RMA policy for its customers’ (the “Customers”) convenience. For any additional information regarding this policy please contact: CAPteam@elmomc.com
1. RMA Initialization
All RMA requests will only be accepted through Elmo’s Web Site (www.elmomc.com) at the Support-Service Portal window. Completing the RMA form will create an RMA request and instructions on how to proceed. (Items to be sent, where to, etc.).
The forms must be filled properly (in many cases this information is sufficient to conclude the failure root cause, which will speed up the corrective action and allow Elmo to also execute preventative action). Failing to do so may cause delays in the approval and handling of the RMA.
2. RMA Response
The RMA Team at Elmo will send their initial analysis and additional instructions (if necessary) within 2 business days to the Customer or Elmo’s offices (depending on the requested source). If the Customer returns items to an Elmo office, the Customer will open an RMA, complete and fill-out all fields in the request.
Elmo will make reasonable efforts to repair /replace “faulty” products in order to allow the Customer to return “Back-to-Work” (operation of the system) ASAP (up to 6 weeks)
4. Under-Warranty Repair Cost Products
Under-Warranty products will be replaced or repaired at no charge (other than shipping and other costs back-and-forth), subject to the terms of this RMA and Elmo’s GTAC(as defined below).
5. Warranty-Expired Repair Cost Products
- Products with expired warranty will be repaired (if possible) at 75% of the products’ price list, in addition to all shipping and other costs back-and-forth. Upon Elmo’s notice, Customer will have to approve and issue a P.O. for such
- In case of inability to repair, Elmo will replace it with a new product and will charge 85% of the products’ price list, in addition to all shipping and other costs back-and-forth. Upon Elmo’s notice, Customer will have to approve and issue a P.O. for such
- In case of a product with expired warranty was found without failure, the expected cost is about 95$/90€ and will be charged to the
6. Extended Warranty
Both Under-Warranty and Warranty-Expired products repaired and/or replaced will be returned with the remainder of its original warranty or a six months warranty (from the repair/replacement date) whichever is the longest.
7. User Failure
Upon opening the assembly or cover of the original received product, the warranty will expire immediately. If the failure was caused by wrong connection or by misapplication by the user, the product is considered as Warranty-Expired and will be handled via the sales department.
Products “Out Of Warranty”/”Warranty-Expired” will be handled via the sales department.
8. Failure Analysis
Elmo’s RMA team will decide if a Failure Analysis (“FA”) is necessary. Only “Approved for FA” will be allowed to be sent to Elmo’s headquarter for analysis. If the Customer insists to receive the FA in a non-approved case, the expected cost of the FA is about 500€/600$ and will be charged to the Customer.
9. Warranty Period
The Warranty period is 12 months.
10. Shipping Cost Freight and Handling Charges and Procedures
All shipping and other costs shall be covered by the Customer. Elmo will make reasonable efforts to return the products with the next relevant Customer shipment – unless requested otherwise.
All RMA details (RMA number, Elmo P/N, etc.) should be stated in the shipping documents. Shipments that arrive without the proper documentation will be returned to the sender.
Under no circumstances will “Off-Setting” of payments by the Customer due to RMAs be allowed.
12. Integral Part of the GTAC
This RMA is an integral part of Elmo’s General Terms and Conditions, Version of August 2015 (the “GTAC“) and both shall apply to any quotation, purchase order, order confirmation, and any sales and/or provisions of products and/or services by Elmo.
Version B of August 2015