What is the OPIsystems Inc. Warranty Return RMA Policy and how-to guide?

Overview

The RMA (Return Merchandise Authorization) policy has been updated. OPIsystems Inc. will be strictly enforcing our current return policy by invoicing for equipment that is not returned 30 days after a replacement has been shipped. After an invoice has been issued and the product is still not returned, we will be collecting on the invoice. We will not require the return of our equipment 100% of the time, and you will be informed when the replacement item is shipped whether we require the defective item returned. 

Guide 

After it is confirmed that a warranty is valid on a piece of equipment and an RMA is needed, please refer to the following procedure to proceed with a request for a replacement part: 

1. If you have not already done so, create a support ticket with our Customer Success Team to facilitate communication with OPIsystems Inc. regarding the RMA request. You can create a support ticket here. If your need for a replacement part was realized during ongoing support activities, continue to use the already open support ticket for the warranty replacement request. 
2. Include the following pieces of information in the body of the ticket with your warranty replacement request: 
3. The part that you are requesting a replacement for. If you have the part code, include that, otherwise simply include the name of the piece of equipment.  
4. The original order number or PO# that was used to facilitate the order of the original part that is now determined to be faulty. We need this piece of information for two reasons. First, it is required to check the original order number so that we can determine if the original warranty is valid based on the purchase date. Second, we need to track the faulty parts with the order information so that we can look for failure trends and potentially identify systemic issues. 
5. The name, phone number, and preferred shipping address of the person receiving the replacement part.  
6. You will receive a confirmation email after the warranty replacement request is approved and the RMA is processed. This email will include all the relevant information about the warranty replacement, i.e., what is being replaced, the address it is being shipped to, and the expected timeline for the replacement to be shipped out. If any of this information is incorrect, reply to the email with the corrected information. 
7. After the replacement item is shipped, you will receive a shipping confirmation email. This email will include the shipping information, tracking number, and a notice of whether we require the faulty item shipped back to OPIsystems Inc. or not. If the faulty item is required to be returned then we will provide you with shipping instructions, and if necessary, a commercial invoice to be printed and included with the return shipment for customs purposes. You will be responsible for shipping the item back to OPIsystems Inc., including arranging the shipment, paying for the shipment, including all necessary documents in the shipment such as a commercial invoice, making sure that the correct item is being returned whole and complete, and making sure to use the correct shipping address provided in the shipping confirmation email with the RMA number noted in the “attention” or “addressee” field.  
   
   RMA# 
   OPIsystems Inc. 
   1216 36th Avenue NE 
   Calgary, Alberta, Canada 
   T2E 6M8 
   
   
8. If we do not receive the faulty item within 30 days or less of the replacement item being shipped to you, OPIsystems Inc. will be invoicing you for the cost of the replacement part. Extensions are available on request and will only be granted for valid reasons to be determined on a case-by-case basis.  
9. Once we receive the faulty equipment, we will send you a confirmation email and close the case. 

Equipment Schedule 

Depending on several factors, we may or may not want the faulty equipment returned to OPIsystems Inc. However, OPIsystems Inc. reserves the right to determine what is required to be returned on a case-by-case basis and will always inform you at the time the replacement part is shipped whether we want the faulty equipment returned. The following is a general guide of which equipment we will typically be requiring returned or not returned to OPIsystems Inc.: 

* The Integris PCs have their own manufacturer's warranty through Dell, and any claims should be directed towards Dell.