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RMA - Returns Process
In order to return a Solwise product the RMA form should be completed. Please complete the form with as much detail as possible, lack of information may delay any repair or replacement. Once you have completed and submitted the form you will be provided with an RMA number which must be written on the outside of your returns parcel.
Please be sure to properly secure the contents inside the package and use proper packaging materials to avoid damage during shipping. We would advise you to use a shipping method/carrier that will give you a tracking number and uses appropriate insurance. The product boxes must be protected in transit, please do not put shipping labels directly onto product boxes, doing this may affect any refund you are seeking.
Please do NOT purchase an advanced RMA unless recommended to do so by a member of Tech Support
Returning for a refund
Retail Customers: Whether your order is made via the website or by telephone you are covered under the Distance Selling Regulations laid out by the Office of Fair Trading. If you wish to cancel an order and return the goods you must confirm, in writing (this form is enough), to us within 14 working days from the day after that on which the goods are received. You must ensure that reasonable care is taken of the goods and that they are returned to us by some form of insured, signed for carrier at your expense. On receipt of the returned items, they will be checked and tested to determine that reasonable care has been taken (ie no writing on manuals or coffee stains on boxes) and then we shall refund you with the total amount of the original order less the carriage. Your right to cancel is not extended to goods made to your specifications such as custom made cables. If returning items please ensure that they are packed in a secure box or bag to avoid a restocking charge (ie do not just tape up the sales box and put delivery labels on it!)
Reseller Customers: If you wish to cancel an order and return the goods you must confirm, in writing (this form is enough), to us within 14 working days from the day after that on which the goods are received. You must ensure that reasonable care is taken of the goods and that they are returned to us by some form of insured, signed for carrier at your expense. On receipt of the returned items, they will be checked and tested to determine that reasonable care has been taken (ie no writing on manuals or coffee stains on boxes) and then we shall refund you with the total amount of the original order less the carriage and any credit card surcharge. Your right to cancel is not extended to goods made to your specifications such as custom made cables. If returning items please ensure that they are packed in a secure box or bag to avoid a restocking charge (ie do not just tape up the sales box and put delivery labels on it!)
Please do not return goods without a valid RMA number.
If you did not buy your Solwise product directly from us, please contact your supplier.