How a return works
1
Request an RMA
A return of materials to HIWIN requires prior authorization. Fill out the Request for RMA form and send it to Customer Service, and if possible, include images of the HIWIN product.
2
Receive authorization
All RMAs must be approved before a return ships. Once approved, your Customer Service Representative sends the RMA form back with an RMA number and the applicable policies. HIWIN reserves the right to refuse an RMA request based on the information provided.
3
Ship within 30 days
Deliver the material to the HIWIN facility within thirty (30) days of RMA authorization, with the RMA number visible on the outside of the box. Products must be complete, protected for shipping, and free of damage or markings.
No RMA number, no receipt
Product returned without an RMA number will be refused by HIWIN Corporation. Do not include additional products in the shipment: only the items listed on the RMA are covered. Deviations from these policies require Regional Manager approval.
The three RMA types
RMA for credit
Applied when a customer requests credit: allowed when HIWIN bears responsibility, or when HIWIN decides to issue credit for business reasons. A re-stock charge may apply when the return results from customer error, and returned product is inspected before re-stocking; evaluation or repair charges are possible if detailed inspection is needed.
Requests for credit RMAs should be made within sixty (60) days of the original invoice date.
RMA for warranty
Followed for quality issues or damaged materials: products are inspected or repaired when performance does not meet specifications or damage has occurred. Customers may request repair of specific components.
Returned materials for warranty are inspected first: if the problem is deemed not to be a quality issue, the repair process below is followed instead.
RMA for repair
Followed when the customer requests inspection and pays for repairs. You are informed of the repair cost estimate before work begins, and may choose between repair and purchasing new product; if the repair cost exceeds new-product cost and is unacceptable, you may elect to have your product returned or purchase new.
You have sixty (60) days to respond with a repair or scrap authorization for the returned product. If those sixty (60) days pass with no authorization received, the product is returned unrepaired.