KB 587301 - RMA FAQ

KB 587301 - RMA FAQ

RMA FAQ


What is RMA?

Answer:  RMA ( Return Merchandise Authorization) is a process that allows customers to return defective or faulty products for repair, replacement or refund as per warranty terms.

When should I request RMA?

Answer:  You should request RMA when:
  1. The product is defective or not working as expected.
  2. There is physical damage upon delivery (DOA).
  3. The product performance is below expected standards.
  4. The issue cannot be resolved through troubleshooting.

How can I Raise RMA Request?

Answer:  You raise an RMA request by:
  1. Contacting customer support via Mbuzz Portal: www.mbuzztech.com
  2. Providing needful information such as: product details (Serial Number, Invoice, Issue description)
  3. Submitting required documents and logs (if applicable)

What details are required for RMA approval?

Answer:  To proceed with RMA approval below details are required
  1. Product Serial Number / Part Number
  2. Purchase invoice / Poof of purchase
  3. Issue description with images and video ( If required)
  4. Troubleshooting report / diagnostic logs

What are different type of RMA?

Answer:  Different type of RMA are as below:
  1. Standard RMA: Customer sends product first, then replacement/repair is processed
  2. Advance RMA:  Replacement is shipped before receiving defective unit
  3. DOA (Dead on Arrival): Product failed within initial days of purchase
  4. Repair RMA: Product is repaired and returned

What is TAT ( Turn Around Time ) for RMA?

Answer:  
  1. Inspection and Approval 2-5 business days. (upon receiving the defective unit)
  2. Repair: 5-10 business days.
  3. Replacement: 3-7 business days. (upon receiving the defective unit)

Who bears the shipping cost?

Answer: 

  1. Within warranty (IW): Usually covered by the company ( depend on the policy)
  2. Out of warranty: Customer may bear shipping and repair costs.
  3. If the product is outside UAE or KSA  Shipping has to be arrange by end-user 
    Please check with our support team for details.

Can I get replacement against repair?

Answer: Replacement is provided if:
  1. The product is DOA.
  2. The issue is non- repairable.
  3. Covered under warranty replacement policy

What if the product is out of warranty (OOW)?

Answer:
  1. The product can still be repaired at a charge.
  2. A quotation will be shared before proceeding.

How can I track my RMA status?

Answer: 
  1. Via support portal or ticket system.
  2. Through Email update from support team.
  3. By contacting customer service with RMA number.
  4. Our team will provide regular updates on your RMA status to ensure you are informed throughout the process.

what if the returned product has no issue?

Answer:
  1. The product will be returned to the customer.
  2. Inspection or handling charges will be applied.

What should I do before sending the product?

Answer: 
  1. Backup your data ( for storage devices).  
  2. Remove personal accessories.
  3. Pack securely to avoid transit damage.
  4. Include RMA number and documents 

Can accessories be included in RMA?

Answer: Only include accessories if:
  1. They are part of the issue.
  2. Requested by the support team,

What voids the warranty?

Answer:  Warrant may be voids if:
  1. Physical damage / mishandling.
  2. Unauthorized repairs.
  3. Liquid damage.
  4. Tampered serial number

Can I cancel a RMA request?

Answer:  Yes, before the product is shipped or processed. Contact support immediately to cancel.

What happens once you receive my product?

Answer: Once we receive the RMA unit:
  1. Our technical team will test and validate the RMA faulty unit.
  2. Verify the report issue.
  3. RMA will be proceed with Repair / Replacement or Credit Memo ( It May vary based on product and location)

What happens after RMA completion?

Answer: 
  1. Product is repaired / Replaced or Credit Memo is issued.
  2. Support team will update closing of case once the RMA is resolved

How can I get faster service?

Answer:  To serve you more efficiently :
  1. Provide complete and needful information for RMA.
  2. Filled RMA form and invoice.
  3. Clearly describe the issue.
  4. Follow packing and shipping instructions.
  5. Respond promptly to support queries.

Is there any cost involved in RMA?

Answer:  
  1. If the product is under warranty, the service is usually free.
  2. Charges may apply if the product is out of warranty.

How will be the unit be returned after repair?

Answer:  Once the unit is repaired or replaced, the unit will be shipped back to your provided address or made available for pickup.