ASD Returns + Repairs Policy
Return, Repair & Cancellation Policy
All product returns to Ventec Systems must be processed in accordance with the Ventec Systems Return, Repair & Cancellation Policy and Terms and Conditions of Sale.
Please read the following steps:
1- The customer must submit a copy of our returns form for issue of an RMA (Returns Material Advice) number for each unit being returned.
Failure to provide the above information will result in an RMA number not being issued. Ventec Systems will not accept returns without an RMA number (they will generally be tracked to the sender and returned).
Where a product or a part of a product has a serial number, the serial number of the unit being returned is required. (If only a sub-assembly part is returned it must note the serial number of the unit it is from.)
2- Based on the information above, Ventec Systems will issue an RMA number and advise the returns delivery address to you by the next working day. You must ensure that your packaging and any paperwork includes the RMA number.
The unit must be packed with sufficient cushioning material (foam chips are not appropriate) and shipped to Ventec Systems via a traceable courier at your expense.
3- Once delivery is received at our returns centre and the goods have been booked in and inspected, we will assess the warranty status of the unit(s).
Manufacturers warranties apply to all products and generally state that they will be free from defects caused by the manufacture for the warranty period from the date an invoice is issued by Ventec Systems. Should any fault occur within the warranty period as the result of such defect, Ventec Systems will arrange all necessary repairs, or at our sole discretion, replace the goods at no charge except for customs and import duties as set out in clause 7 below.
The warranty will be void in the following instances:
Warranty RMA’s are covered by the balance of the original warranty period.
Paid RMA Repairs are covered by a 1-year warranty.
Product warranty has expired.
Product has been tampered with or damaged during shipment due to improper packaging on return.
Damage due to rough or negligent treatment.
Damage or malfunction caused by lightning or related voltage surges, incorrect installation or any other cause outside Ventecs control.
Product labels missing or at variance with the unit due to non-standard upgrades.
Failure to service or maintain the unit(s) in accordance with the manufacturer's instructions.
4- Ventec Systems will advise of any/all charges, if applicable. The customer must authorize the charges against the issued RMA, by raising a purchase order.
If the unit is found to be fault-free (No Fault Found), a standard charge will apply and be invoiced accordingly.
Time Limit for units to be held pending a Repair PO:
5- Units that have been returned under normal RMA process and have had a quotation for a Repair, will only be kept for 1 calendar month from the date of issuing the repair quote and if no PO is provided, will be returned to the customer (un-repaired) and the RMA will be considered closed/cancelled.
Delivery and Related Costs:
6- The customer shall bear the cost of delivery and insurance of any goods returned to Ventec Systems for repair, including units under warranty.
Ventec Systems shall pay any customs or import duties payable on goods returned under warranty, and the customer shall pay any customs or import duties payable on the return of such goods after replacement or repair;
Provided the warranty in clause 4 applies, Ventec Systems shall bear the costs of delivery and insurance of any repaired or replacement goods to the customer.
7- Ventec Systems will advise of the estimated repair time and will ship the units in accordance with clause 6 when completed.
from receipt of order to cover repairs, lead time is 5 weeks (1 week to arrange manufacturer repair, 2 weeks to repair & 2 weeks manufacturer pack & ship).
8- Repair status may be obtained via this web sites contact address quoting any applicable RMA numbers.
Units with a manufacture date of 10 years and over will be assessed for the merit of repair. Ventec Systems is happy to extend any manufacturers discount for new units that are to replace 10 year plus units, on the provision that the serial number of the unit requiring repair is stated on the purchase order for the new unit.
9- Advanced warranty replacement units will only apply on a case by case basis and providing the following can be satisfied:
The equipment is still covered by its original warranty.
The customer has advised Ventec Systems in writing that the goods are faulty.
A unit of the same type (product code) is readily available from stock.
All of the above is covered/referenced in our standard terms and conditions of sale section 7.
The customer will provide a Purchase Order to cover the replacement unit.
Order cancellation/product return
10- Order cancellations can only be accepted prior to manufacture and shipment ie;
If goods have already been shipped when requested order cancellation is submitted, request can not be accepted and order process will continue through to invoice.
Exceptions can be made at the discretion of the company directors only. Any returned goods will incur a minimum 20% restocking fee. Higher fees may apply.