RMA Policy/Request

To request an RMA:

  1. Download RMA Request Form (MS Word Format)
  2. Email directly to  tech.support@clearone.com

 

 

ClearOne RMA - Product Return Guidelines

Description
This document defines the Defective On Arrival (DOA) Replacement Policy, Warranty Replacement Policy and the Product Repair Policy for products returned to ClearOne or a ClearOne designated service provider.

DOA Replacement 

Description
This section defines the replacement policy for factory new ClearOne products that have been determined to be defective on arrival (DOA) by a ClearOne Technical Support Representative. A replacement unit will be sent in advance of receiving the customer's original, defective unit so long as all the terms and conditions of this policy and the ClearOne Warranty have been met. Warranty replacement requests must be administered by ClearOne Technical Support.

Terms & Conditions

  • DOA replacements will only be issued for factory new product that has been determined to be defective, by ClearOne Technical Support, out of box at the time of installation.
  • Original copy of the invoice with the serial number corresponding to the defective product may be required to validate warranty status.
  • A replacement unit will be sent in advance of receiving the original, defective unit. A purchase order or Credit Card number will be required to ensure the return of the defective product.
    • The purchase order will be canceled or the credit card will be credited when ClearOne receives the original defective product.
    • The original defective product must be returned to ClearOne within thirty (30) days of receiving the replacement unit. Units not returned within 30 days will be invoiced for the total cost (MSRP) of the product.
  • The replacement unit will be given a new full term product warranty.
  • ClearOne will pay all outbound freight costs, excluding duties, taxes and other fees. ClearOne will also pay for return freight costs, excluding duties, taxes and other fees. Customer must use a carrier of ClearOne's choice to return replaced product.
  • Defective product that does not qualify for DOA Replacement as outlined in this document will be processed via the ClearOne Warranty Replacement or Product Repair policy.

    Warranty Replacement Policy

    Description
    This section defines the warranty replacement policy for ClearOne products that have been determined to be defective by a ClearOne Technical Support Representative within the standard warranty period. A like new replacement unit may be sent in advance of receiving the customer's original, defective unit so long as all the terms and conditions of this policy and the ClearOne Warranty have been met. Warranty replacement requests must be administered by ClearOne Technical Support.

    Terms & Conditions
  • Warranty replacements will only be issued for product that has been determined to be defective, by ClearOne Technical Support, within the defined warranty period.
  • Original copy of the invoice with the serial number corresponding to the defective product may be required to validate warranty status.
  • A like new unit will be sent to replace the original, defective unit upon receipt of the defective unit at ClearOne warehouse.
  • A like new replacement unit may be sent in advance of receiving the original, defective unit. A purchase order or credit card number will be required to ensure the return of the defective product.
    • The purchase order will be canceled or the credit card will be credited when ClearOne receives the original defective product.
    • The original defective product must be returned to ClearOne within thirty (30) days of receiving the replacement. Product not returned within 30 days will be invoiced for the total cost (MSRP) of the product.
    • The Advance Replacement option is available for all Professional, Premium, StreamNet, MAX and CHAT products within the warranty period.
  • The replacement is warranted for either (a) 90 days or (b) the remainder of the original warranty period, whichever is longer.
  • ClearOne will pay all standard economy outbound freight costs, excluding duties, taxes and other fees via a carrier of ClearOne's choice. Priority freight costs are the responsibility of the customer. The customer is responsible for all return freight costs.
  • Defective product that does not qualify for Warranty Replacement as outlined in the standard warranty policy and this document may be processed via the ClearOne Product Repair policy.

    Product Repair Policy

    Description
    This section defines ClearOne's policy for both warranty and non-warranty repairs of ClearOne products. Terms, including handling procedures and fees, are defined herein for each type of repair. Those requesting to send product to ClearOne for repair must first contact ClearOne Technical Support.

    Warranty Repair Terms

  • Warranty repair will only be authorized for product that has been determined to be defective within the warranty period.
  • ClearOne will repair or replace any product free of charge, including parts and labor, within the terms outlined in the warranty agreement.
  • Original copy of the invoice with the serial number corresponding to the defective product may be required to validate warranty status.
  • ClearOne will pay standard economy outbound freight costs, excluding duties, taxes and other fees via a carrier of ClearOne's choice. Priority freight costs are the responsibility of the customer. The customer is responsible for all return freight costs.

    Non-Warranty Repair Terms

  • Customers must provide payment method of one of the following, prior to receiving an RMA:
    • A Purchase Order, for customers with a ClearOne account.
    • Valid credit card number.
  • Customer is responsible for all freight charges both to and from ClearOne including duties, taxes and any other applicable fees.
  • All repairs are subject to parts & material availability.

    Non-Warranty Repair Charges

  • Repair Charges (U.S. Dollars)
    • Repair charges will be set by ClearOne and are subject to change at any time.
    • The current repair charge will be communicated to Customer for approval prior to issuing an RMA.
    • Customer is responsible for all freight charges both to and from ClearOne including duties, taxes and any other applicable fees.
  • No fault found charges
    • Each product sent to ClearOne for non-warranty repair is subject to an evaluation fee of 10% of the repair charge. This fee will be credited towards the repair of the device. If no fault is found the evaluation fee will be retained by ClearOne.
    Repair Policy Notes

  • Discontinued Product Repair Support
      o Subject to parts & material availability, ClearOne will continue non-warranty repair support until it is no longer able to obtain replacement parts or until such time that it is no longer economically feasible to continue repair support.
  • Repair Duration
      o Products are repaired on a first come first serve basis. Turn-a-round time of a particular repair is dependent upon circumstances such as product type, the nature of the problem and current repair volumes.
  • Warranty of Repairs:
    • ClearOne guarantees all of its repair work for 90 days from the time the repaired product is shipped back to the customer.