Return Material Authorization (RMA) Process
1. Standard Hardware Warranty Policy
The length of a warranty term may differ between product models. For details please see
the specific warranty for your product.
2. Tech Support Contacts
If your ndb Technologies product exhibits signs of failure, you must contact our
Customer Support department to verify product failure. If ndb Technologies Customer
Support 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
covered under ndb Technologies’s warranty policy, then an RMA Number will be issued.
If the customer would like to have a calibration, the customer support department can
inform you the appropriate cost at this moment.
Customer Support Department: Mr. Pierre-Olivier Gagnon
Tel : 418-877-7701, #232
Email
Please contact our shipping department in order to receive a RMA number.
Ms. Noémie Du Sablon
Tel: 418-877-7701, #246
Email: support@ndbtech.com
3. RMA Information
To contribute at a better service please send us a purchase order and complete the
appropriate form of RMA.
4. RMA Confirmation
Requests for RMA are typically processed during working day, between 8:00AM to 5:00
PM.
RMA Confirmation will be accomplished by e-mail.
5. RMA Return Shipment
5.1. Packaging
Original packaging should be used if available to minimize the potential for shipment
damage.
Board products must be enclosed in an antistatic bag to avoid ESD (electrostatic
discharge).
If items are damaged during return shipment due to insufficient packaging, it will be left
to ndb Technologies discretion to determine whether or not the product is repairable.
If required, we can send you documents for the Canadian customs. In the event, you will
receive three documents: Certificate of Origin, pro invoice and packing list.
•
•
Print one copy of the packing list and put the packing list in a pouch on the box.
Print 3 copies of the Certificate of Origin and pro invoice and insert the 3 copies
of the Certificate of Origin and pro invoice in a document pouch or envelope on
the box. Please mention ‘CUSTOMS’ on the pouch or envelope. Documents
have to be reachable by customs.
5.2. Address
All RMA packages should be shipped to:
Ndb Technologies- RMA#______
1405, St-Jean-Baptiste, Bureau 111
Quebec (Quebec) G2E 5K2
Canada
5.3. Delivery Charges
On warranty: The customer has to pay the shipping from their office to ndb
Technologie and ndb Technologie will pay for the return.
No warranty: Full customer’s expense responsibility
Calibration: Full customer’s expense responsibility
6. RMA repair, calibration and test procedures
All items returned under an RMA will be repaired or replaced with either new or factory
refurbished parts. If a returned product is determined to be damaged or misused, it will
be handled according to the out-of-warranty policy below.
Calibration is executed like a new product. The appropriate cost is apply as a flate rate
(please ask support team).
Data can be offered before calibration and after calibration. An additional fee is applied.
All repaired or replacement parts will have successfully passed the appropriate
manufacturing quality assurance test procedures. These are the same tests that are
utilized to verify “new built” parts as manufactured.
Out-of-Warranty repaired items carry a ninety (90) day warranty. In-Warranty repaired
items are warranted for the remainder of the original warranty or ninety (90) days,
whichever expires later.
9. RMA 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 are applied.
9.1. Repair or Replacement
An out-of-warranty product may be repaired or replaced with new or refurbished
parts for a fee. Products that have been damaged or misused may be deemed
non-repairable at ndb Technologies.
Out-of-warranty repaired or replaced items carry a 90-day warranty. All shipping
costs for out-of-warranty repaired and/or replaced items are the responsibility of
the customer.
9.2. Repair or Replacement Fees
A $100.00 non refundable diagnostic fee is required to determine whether the
product can be repaired. If the product can be repaired and the customer
approves the charge, the purchase order is required before any repair begins.
The diagnostic fee will be credited towards the repair cost.
10. Payment Method
Payment can be made as follows:
By credit card – Visa®, MasterCard®
Money Order
Cashier’s Check
Wire Transfer