Dear Valued Customer:
Effective August 9, 2015, the following procedure applies to all RMA (Return Merchandise
Authorization) for Gefen products.
Please follow the steps below to place an RMA.
Thank you in advance for your cooperation.
Sincerely yours,
RMA Department
Gefen, LLC
20600 Nordhoff St. Chatsworth, CA 91311
Tel. 1 818 772 9100 Fax. 1 818 772 9120
Return Merchandise Authorization (RMA) Procedure
Effective August 9, 2015
There are five questions that need to be answered before an RMA can be processed. They
are as follows:
1. Is your Gefen product defective?
2. Is your Gefen product under warranty?
3. What type of RMA needs to be processed?
4. When to use the Certificate of Destruction?
5. Where to return the product?
1. Is your Gefen product defective?
In many cases, a product that appears to be defective can be troubleshot remotely without the
need to return the unit. Please contact Gefen Technical Support via telephone at 1-818-772-9100
or email at support@gefen.com
2. Is your Gefen product under warranty?
Gefen LLC warrants the equipment it manufactures to be free from defects in materials and
workmanship within two (2) years from the date of documented purchase by the original
customer. If equipment fails within the warranty period, Gefen will at its option repair or
replace the equipment, provided that the equipment has not been subjected to mechanical,
electrical, or other abuse or modifications.
This warranty is in lieu of all other warranties expressed or implied, including without
limitation, any implied warranty or merchantability or fitness for any particular purpose, all of
which are expressly disclaimed.
a. Gefen LLC should be notified of the issue as soon as possible, and no later than the
expiration date of the warranty.
b. Proof of purchase is required in order to claim warranty.
c. Customers are responsible for shipping charges to Gefen. Gefen covers ground shipping
of repaired/replacement products back to the customer.
Please refer to http://www.gefen.com/kvm/aboutus/warranty.jsp for more details
20600 Nordhoff St. Chatsworth, CA 91311
Tel. 1 818 772 9100 Fax. 1 818 772 9120
To find out whether your product is under warranty:
a. Locate the serial number of the Gefen product (usually two letters followed by 8
numbers, such as GU9001012, AB12345678, etc.). The serial number label is usually
placed on the back panel or the bottom cover of the unit. You must have your serial
number available i n o rde r for a Gefen representative (see below) to be able to check
the warranty status.
b. Contact your dealer, distributor, or Gefen LLC to inquire about the warranty status of a
product. If contacting Gefen, please call 1-818-772-9100 or email support@gefen.com.
3. What type of RMA needs to be processed?
There are only two types of RMAs to be requested:
•
Return for Credit (Sealed/Unopened products only)
•
Warranty Service (Unsealed/Opened boxes, all defective products including
DOA (Dead On Arrival))
Both types of RMAs require the completion of an RMA Request form. Gefen Technical Support
personnel (telephone 1-818-772-9100 or email support@gefen.com will help you determine
which type of RMA applies to your specific situation.
Once you have specific instructions from the Gefen Technical Support group, go to Gefen
website http://www.gefen.com/kvm/orderStatus.jsp and download the Gefen RMA Request
form.
Fill out each box on the form with all of the information needed, and return it via email to:
rmadept@gefen.com for processing and approval.
Return for Credit - New
•
All returns must reference an RMA number. Packages returned without an RMA number
will be refused.
•
Products must be in original packaging and must be properly and secu rely
ove r-packed in a shipping carton for return shipment. Any damages resulting
from improper packaging are the responsibility of the customer.
•
In order to obtain a full refund of the purchase price, returns must be requested within 30
days of the initial purchase date from your Gefen authorized reseller/distributor.
•
Gefen reserves the right to inspect the product condition. If product package is unsealed/open, Gefen reserves the right to re-classify the RMA to Warranty Repair.
20600 Nordhoff St. Chatsworth, CA 91311
Tel. 1 818 772 9100 Fax. 1 818 772 9120
•
The quantity and the serial numbers of the products should match the RMA and not exceed
the original order quantity. Packages that do not meet this requirement may be refused.
•
In order to receive a credit on passive (not powered) cables, the cables must be
unopened. Used, custom-ordered, or special ordered passive cables are not eligible for
returns.
Warranty Service
•
If a Gefen product becomes defective and Gefen, LLC is notified within two (2) years from
the date of shipment, Gefen will, at its option, repair or replace the equipment, provided
that the equipment has not been subjected to mechanical, electrical, or other abuse or
modifications. Under warranty, Gefen will only cover standard ground shipping from the
Gefen RMA Department back to the customer.
There are two options when requesting Warranty Service:
a. Advanced Replacement: Request and pay for a new replacement product, to be
shipped to you from the Gefen. R e tu rn yo u r d e f e c ti ve u n i t t o Ge f e n a t th e
a d d r e s s p r o vi d e d . Once the defective unit is received and inspected by Gefen, a
credit for the replacement purchase will be issued. The customer is responsible for
the shipping charges to Gefen RMA Department.
b. Repair: Send the defective unit back to Gefen RMA Department for repair. The
customer is responsible for the shipping charge to Gefen RMA Department.
Regardless of which option above is used, the customer may be able to use the Certificate of
Destruction in lieu of returning the defective product. Please see Question 4 below for
more details.
4. When to use the Certificate of Destruction?
The customer may be eligible to destroy the defective product instead of
returning it to Gefen. This procedure has been put into place to provide a faster,
more efficient response to the customers while eliminating unnecessary freight
costs and labor. This procedure is only to be used for products that have become
defective under warranty. Please visit http://www.gefen.com/kvm/orderStatus.jsp
and see the Certificate of Destruction Procedure document.
20600 Nordhoff St. Chatsworth, CA 91311
Tel. 1 818 772 9100 Fax. 1 818 772 9120
5. Where to return the product?
Returns for Credit (Sealed/Unopened products only)
Warranty Service (Products that need repair or have been opened)
Genco - Gefen Warehouse
Attn: RMA/RMA # (*)
12471 East Riverside Drive
Eastvale, CA 91752
U.S.A.
* Add your RMA number here
20600 Nordhoff St. Chatsworth, CA 91311
Tel. 1 818 772 9100 Fax. 1 818 772 9120