ScreenScape Return Materials Authorization (RMA) Policy

Introduction

This document outlines ScreenScape Networks Return Material Authorization (RMA) process for all customers. ScreenScape Networks will hereinafter be referred to as SSN in this document.

Standard Warranty Policy

1.1. SSN Products
The length of a warranty term may differ between product types and models. For details, please see the specific warranty for your product.

1.2. SSN Replacement Products
A replacement product is warranted for the remainder of the original product’s warranty period or thirty (30) days, whichever is longer, or for any additional period of time that may be applicable in your jurisdiction.

Technical Support Contacts

If an SSN product exhibits signs of failure, the customer must contact the SSN Customer Success department to verify product failure. If the SSN Customer Success 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, and the product failure is covered under SSN’s warranty policy, then an RMA Number will be issued.

SSN Customer Success Phone: 1-877-666-1975 (Option 7)
SSN Customer Success Email: support@screenscape.com

2.1. RMA Number
No return request will be processed unless the customer has been first issued a proper RMA Number by a Customer Success Representative.

Required Information for RMA

The following information is required to assign and process an RMA.

Company (If applicable)
Full first and last name
Full shipping address
Contact phone number
Email address
Original product serial number
Detailed description of failure or problem

RMA Confirmation

RMA requests are processed Monday thru Friday between 7:00 AM to 8:00 PM ET. SSN Customer Success will gather all required information from the customer and fill out an order request. Once all information has been received and the order has been fully filled out, a replacement product will be prepared and the package will be shipped within three (3) business days.

RMA Return Shipment

5.1. Packaging
Proper packaging must be used at all times when returning items to SSN. All items received at SSN that are physically damaged, or abused will be refused, warranty voided, and returned to the customer at the customer’s expense.
Shipping Guidelines:
Ship the RMA items via traceable means to the address below.
If possible, please ship the device in its original packaging and include all of the original accessories. You will receive a new box and new accessories with your replacement product.

5.2. Return Address
All RMA packages should be shipped to:

ScreenScape Networks
Attn: Customer Success Department
RMA#__________
133 Queen Street
3rd Floor
Charlottetown, PE
C1A 4B3
Canada

5.3. Returns
All RMA returned items must be sent via traceable means. Examples would be FedEx, UPS, Purolator, DHL or Postal Service Priority Mail. If a return label has been provided by SSN for your shipment and you require assistance, please contact 1-877-666-1975 (Option 0). The customer is responsible for the product until it is received by SSN. SSN is liable for the returned item upon the receipt of shipment.

RMA Turnaround Time

6.1. Standard
Within two (2) business days after the RMA request has been made, the replacement item will be ready for shipment. FedEx Ground (3 – 8 business days) or Canada Post Express Post (3 – 8 business days) are the standard method of shipment for Canadian/U.S. domestic shipments. International Shipments will be sent via SSN’s best method.

6.2. Expedited
If an expedited shipment is requested by the Customer then the Customer will be required to pay expedited shipment charges over and above our standard ground rates.

RMA Repair and Test Procedures

All items returned under an RMA will be tested, repaired, or at SSN’s option, replaced with either new or factory refurbished products. If a product returned to SSN is determined to be damaged or misused, it will be handled according to the out-of-warranty policy below.

RMA Closing Procedures

8.1. Repair Request
If a product repair request has been initiated, the product in question must be received at SSN headquarters within thirty (30) days. If SSN has not received the RMA requested items from the customer within thirty (30) days of the RMA assignment date, the RMA will be closed. After the thirty (30) days has expired a new RMA will have to be established through the SSN Customer Success Department.

8.2. Replacement Request
If a product replacement request has been initiated, the product in question must be received at SSN headquarters within thirty (30) days of the RMA assignment date. If SSN has not received the RMA requested items from the customer within thirty (30) days of the RMA assignment date, the RMA will be closed and the customer will be charged for the full amount of the replacement product.

In either scenario, once the returned product has been received and tested and the customer has received their replacement/repaired product, SSN will close the RMA.

Product 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 will apply:

• A new product must be purchased by the customer to replace the out-of-warranty device.
• The new item(s) will carry the original manufacturer’s warranty from date of purchase.
• All shipping costs for the new item(s) are the responsibility of the Customer.

Payment Method

Payment for shipping charges or product replacement costs (such as, where a product replacement has been issued, for items not returned within 30 days, or items not returned in accordance with Section 5 “RMA Return Shipment”) will be applied to the Customer’s account and invoiced, or charged to the Customer’s credit card or bank account on file with SSN. If a substitute payment method is preferred, please contact our Billing department at 1-877-666-1975 (Option 6).