Return Material Authorization Numbers (RMAs)
- Before a customer ships a product back to i2Systems, the customer must obtain a valid RMA number. i2Systems reserves the right to ship back boxes received without an authorized RMA Number.
- Authorized RMA Numbers will expire 45 days after issuance.
- Only the i2Systems product and quantity specified on the original RMA Authorization Form can be returned with the RMA Number issued.
- If returning additional products to i2Systems, a new RMA Number will be required.
- If i2Systems receives a shipment containing products not authorized for return on a specific RMA Number, i2Systems reserves the right to return them as is.
Warranty Repair & Replacements
- i2Systems warrants that the product is free from defects in material or workmanship under normal operation. i2systems' standard warranty is 12 months from the date of shipment to the customer.
- Any replacement parts furnished at no cost to the customer in fulfillment of this warranty are warranted only for the unexpired portion of the original warranty. Any services or repair outside the scope of this limited warranty shall be at i2Systems' rates and terms then in effect.
- Normal "Wear and Tear" as determined by i2Systems is NOT covered by this warranty. For units returned in warranty and determined to be customer responsibility, i2Systems Customer Service will notify the customer.
- Warranty (Advanced) Replacement is available for customers requiring replacement of standard product prior to the arrival and credit approval of warranty return product at i2Systems' facility. As soon as the customer notifies i2Systems of a defective product, a new unit will be shipped to the customer by surface/ground freight unless otherwise specified. The shipment will be invoiced as a normal order and credited upon receipt and confirmation of the warranty return product.
- Warranty for custom products shall be identified in separate Terms and Conditions of Purchase when applicable.
- i2Systems is not responsible for damages outside our control including, but not limited to, physical damage, modifications to the product, or improper packaging.
- If product to be repaired was purchased from a dealer, distributor, or reseller, the product must be returned to the seller.
Out of Warranty Repair Services
- Warranty exclusions include, but are not limited to, physical damage, modifications to the product, or improper packaging.
- If a product is out-of-warranty, i2Systems will charge a flat rate fee for the repair of product. Prior to proceeding with the repair of a product that is out-of-warranty, i2Systems will send the customer a cost proposal. The customer is required to provide a P.O. for the associated repair or replacement costs.
By electing not to have i2Systems repair the product, it will be returned as is at the customer's expense.
- Customer returns will only be repaired if the work being done will meet or exceed the original specifications for that particular product or if the customer has agreed to other terms in writing.
Returns for Credit
To receive credit where applicable for standard product, the product must be in resalable condition. i2Systems reserves the right to make that determination after evaluating the returned product.
i2Systems may refuse credit for any of the following conditions:
- Improper installation or testing
- Failure to provide a suitable operating environment
- Use of the product for purposes other than those for which it was designed
- Failure to monitor or operate the product in accordance with applicable seller specifications and good industry practice
- Unauthorized attachment, removal, or alteration of any part of the product
- Unusual mechanical, physical, or electrical stress, scratches, or dents
- Modifications or repairs done by parties other i2systems or those authorized by i2Systems
- Abuse, misuse, neglect, or accidental damage
- Failure to return complete units
- i2systems is under NO obligation to accept RMA's for wrongly ordered goods. i2Systems MAY consider exceptions based on individual situations. Products beyond 120 days in age are not eligible for consideration.
Labeling and Return Instructions
- Labeling and Return instructions will be sent at the time of approval of the material return.
Packaging
- i2Systems recommends returning products by United Parcel Service, Federal Express, DHL, or another reputable freight forwarder.
- To avoid voiding the warranty, use i2Systems or equivalent packaging to return a product.
- Static sensitive product MUST be returned in anti-static packaging. If they are not, i2Systems reserves the right to consider them damaged and ship them back to the sender, as is, with no credit issued or repair attempted.
Freight Payment
- The customer prepays all inbound and outbound freight charges for out-of-warranty repairs and no-trouble-found (NTF) products. i2Systems is not responsible for damage during shipment.
- i2Systems will pay for surface/ground return freight only for warranty repairs. Overnight or other special requirements for expedited shipment will be at the customer's expense.
- Special prepayment arrangements may be made if drop-shipment to third parties or end user(s) is necessary.
Freight Claims and Shipment Damage
- If the customer receives the original product in damaged condition, notify i2Systems Returns Department or Customer Service immediately. If the shipment was made by an i2Systems "prepay and add freight" service, i2Systems will help the customer process the damage claim.
- If the original freight charges were paid in advance by freight collect or other means notify the carrier immediately to initiate a claims inspection. i2Systems Customer Service will provide assistance, as necessary, to process the freight claim.
- If your returns / repair shipment to i2Systems is received in damaged condition, i2Systems Customer Service will notify the customer. The customer will need to notify the carrier immediately to initiate a claims inspection. i2Systems' Customer Service will provide assistance, as necessary, to process the freight claim.
