Return Material Authorization (RMA) Process
This document outlines TelExcell’s Return Material Authorization (RMA) process.
1. Standard Hardware Warranty Policy
The length of a warranty term may differ between product models. For details please see the specific warranty for your product.
2. Tech Support Contacts
If your TelExcell product exhibits signs of failure, you must contact our Customer Support department to verify product failure. If the TelExcell Customer Support Representative cannot correct the problem by remote support methods i.e. phone or Email support and determines that the problem is the result of product failure covered under TelExcell’s warranty policy, then an RMA Number will be issued.
Customers must contact their Reseller to request an RMA.
TelExcell Support Phone: +91 11 26966722
TelExcell Support Email: firstname.lastname@example.org
3. RMA Information
The following information is required to assign an RMA.
4. RMA Confirmation
5. RMA Return Shipment
Please follow these guidelines when returning product to TelExcell:
All RMA packages should be shipped to:
TelExcell Information Systems Limited
33, Yusuf Sarai, Green Park Extention
New Delhi 110016, INDIA
All RMA returned items must be sent via traceable means. Examples would be DTDC, FedEx, DHL, or Indian Postal Service Priority Mail. Be sure to retain the tracking information for your records. The customer is responsible for the product until it is received by TelExcell.
TelExcell is liable for the returned item upon the receipt of shipment.
5.4. Delivery Charges
6. RMA Turnaround Time
Within four (4) weeks after receipt of returned parts, the repaired or replacement item will be ready for return shipment.
DHL, DTDC or other reliable logistic Ground (5-7 days) is the standard method of shipment for India domestic shipments. International Shipments will be sent via AFM / DHL International.
If the customer requires resolution within two (2) working days from receipt of returned parts, an expedite fee will be incurred, as follows:
Finished products - 40% MSRP
The customer will also be required to pay expedited shipment charges over and above DHL Ground rates.
6.3. DOA Expedited
Within fourteen (14) days of purchase, Dead-on-Arrival (DOA) parts will be repaired or replaced within two (2) working days from receipt of returned parts. No expedited repair or shipment fees will be charged to the customer. Replacement items will be shipped via DHL Second-day for domestic customer or DHL International Priority for international customers.
6.4. Advance Replacement
Advance Replacement offers customers with next business day advance replacement of hardware and support required to get back into service. TelExcell Advance Replacement is available in North India only.
The charge for this service will be 15% of the product retail list price for one (1) year service or 20% of the product retail list price for two (2) years’ service.
The product that is shipped to the customer may be new or refurbished but will be certified functionally equivalent to the original product and will be warranted for the remainder of the original warranty or ninety (90) days whichever expires later.
If an advance replacement unit is required, TelExcell will ship it same day of the request (or the next business day if the request is received after 3:00 p.m. Indian Standard time). Replacement units are shipped to arrive the next business day.
Each product must be registered with TelExcell Advance Replacement agreement to qualify for this service.
Defective parts must be returned to TelExcell within ten days according to TelExcell RMA procedure or you will be invoiced for the replacement part.
7. RMA Repair and Test Procedures
All items returned under an RMA will be repaired, or at TelExcell’s option replaced with either new or factory refurbished parts. If a returned product is determined to be damaged or misused, it will be handled according to the out-of- warranty policy below.
All repaired or replacement parts will have successfully passed the appropriate manufacturing quality assurance test procedures. These are the same tests that are utilized to verify “new build” parts as manufactured by TelExcell.
Out-of-Warranty repaired items carry a ninety (90) day warranty. In-Warranty repaired items are warranted for the remainder of the original warranty or ninety (90) days, whichever expires later.
8. RMA Closing Procedure
If TelExcell has not received the RMA requested items from the customer within thirty (30) days of the RMA assignment date, the RMA will be closed.
TelExcell will not accept any packages without an open, valid RMA number appearing on at least 2 surfaces on the box/packaging and reference to the RMA number on the shipper or air waybill.
Only the specific items listed on the RMA will be accepted. All other items will be returned to the customer at customer’s expense.
After return shipment of a repaired/replacement part to the customer, TelExcell will close the RMA.
9. RMA Out-Of-Warranty
A product whose warranty period has expired or which has been damaged or misused may be determined to be out-of-warranty. If your product is determined to be out-of warranty, the following guidelines are applied.
9.1. Repair or Replacement
At TelExcell’s option, an out-of-warranty product may be repaired or replaced with new or refurbished parts for a fee. Products that have been damaged or misused may be deemed non-repairable at TelExcell’s determination.
Out-of-warranty repaired or replaced items carry a 90-day warranty. All shipping costs for out-of-warranty repaired and/or replaced items are the responsibility of the customer.
9.2. Repair or Replacement Fees
Out-of-warranty products offered on the current TelExcell End User Price List will be repaired or replaced as determined below.
A non-refundable diagnostic fee is required to determine whether the product can be repaired.
If the product is repairable, the charge for repair will be 60% of the current customer list price. If the product can be repaired and the customer approves the charge, the diagnostic fee will be credited towards the repair cost.
If the product is not repairable and the customer approves the replacement, the charge for replacement will be the current customer list price.