A Return Merchandise Authorization (RMA) is a process used to return products to the manufacturer or retailer for repair, replacement, or refund. It ensures that returns are processed smoothly and efficiently.

An RMA helps streamline the return process and ensures that your return is tracked and handled properly. It allows us to provide better service and resolve your issue promptly.

Please have the following information ready when requesting an RMA:

To request an RMA, please follow these steps:

Contact our support team by clicking the chat button on the bottom right of your screen.

In the chat window, please let us know you'd like to request an RMA. Make sure to include in your message the reason for your RMA request. This could be a refund, a replacement, or repair. Please bear in mind that the process will differ between a refund, repair, and replacement.

Our team will verify your order details and gather any relevant information to fulfill your request. Once your RMA has been approved, we will provide you with your RMA number and return shipping label.

We will typically provide an RMA number within 1 business day of your request. In rare cases, it may take slightly longer.

Once you receive your RMA number, follow these steps to return your product:

Preventing damage from packaging and shipping is crucial. When packaging your product for an RMA, please ensure you discharge yourself of any static electricity by grounding yourself to a metal surface. This will help prevent any electrostatic discharge (ESD) from damaging the components.

Carefully package your item in the original box and packaging. Handle the item with care, and ask for assistance when lifting and boxing the product to prevent any injury.

If you do not have the original box and packaging, please let our team know so we can assist. Additionally, please let us know if you need help with the packaging steps.

Once the item is safely packaged, tape up the box with heavy duty packaging tape, ensuring there are no gaps or loose ends. Place the provided return label on the box, and ensure it is taped down properly.

Bring the item to your closest UPS Store and ask for a receipt. This confirms that your drop-off was received, so keep this for your records.

If you are returning an item due to damage, a wrong order, or something that is not your fault, we will assume the shipping costs for the return label.

In cases where you are within the 30 day return window, you are responsible for the cost of shipping, and this will be subtracted from your total refund amount. To learn more about our refund policy, please visit this page.

Depending on the reason for your return, this process will vary.

For replacements, we will ship out the replacement product as soon as it is available. If the item is in stock, your replacement item will be shipped out within 1 business day. If the system is not available, it may take 7 to 10 business days for us to build and ship out your replacement unit.

For repairs, we will inspect the returned package, and begin troubleshooting your system. Once we've confirmed the defective component(s), we will replace them as soon as possible. Once the repair is complete, we will do a final test before shipping out your repaired system.

For refunds, we will inspect the returned package, and confirm all the original items in your order were included. After inspection, we will test the system to ensure it was not damaged during the return shipping. Once your system passes the inspection and validation, we will process your refund right away.

The return process will vary depending on the nature of your return, however most requests are typically handled within 7 to 10 business days. During high volume times of the year like the holiday season, your request may take slightly longer to process.

You can expect to receive your refund within 3-4 business days after we've processed it. This may vary depending on your specific financial institution.

If you haven’t received your RMA number within 1 business day of your request, please follow up with our support team to escalate your request.

If your product was damaged during shipping, please contact us using the live chat icon on bottom right of your window, and provide details of the damage.