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Before requesting a Return Merchandise Authorization (RMA), please take the time to troubleshoot the device with XiNCOM Technical Support to determine if your XiNCOM product is defective. Depending on when the RMA request is made, Technical Support will advise one of the following:
| A. |
If an RMA request is made within 30 days of product delivery, Technical Support will assist in troubleshooting your XiNCOM product to determine if it is a defective unit. If and when the product is deemed defective, Technical Support will instruct you to direct your request for an RMA to the original authorized XiNCOM Reseller, E-Tailer, or Retailer from where you purchased the product. XiNCOM WILL NOT qualify or grant an RMA request in the first 30 days of product delivery from an authorized XiNCOM Reseller, E-Tailer, or Retailer. Please consult with the original Reseller, E-Tailer, or Retailer where you purchased your XiNCOM product to determine their RMA or product merchandise return policy and procedures. You may be required to furnish proof of purchase. It is recommended that you retain a copy of your original invoice or receipt. |
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| B. |
If the RMA request is made AFTER 30 days of product delivery, Technical Support will assist to determine if your XiNCOM product is defective. XiNCOM Technical Support can only qualify RMA requests made AFTER the initial 30 days of product delivery from an authorized XiNCOM Reseller, E-Tailer, or Retailer. |
RMA through XiNCOM
XiNCOM will only qualify and grant an RMA request made AFTER the first 30 days of product delivery. XiNCOM WILL NOT qualify or grant an RMA request made in the first 30 days of product delivery from an authorized XiNCOM Reseller, E-Tailer, or Retailer. An RMA request can be approved only by XiNCOM Technical Support. A support representative will assist you in troubleshooting your XiNCOM product to determine if it is defective in the first three layers of the OSI Model: Physical, Datalink, and Network. If and when your XiNCOM product is been deemed defective, the Support Representative will escalate your request to a Supervisor who will qualify your product for an RMA. The Supervisor will then issue an RMA form via email or fax. Provide all required/applicable information on the RMA form and submit it back to XiNCOM. You will be required to furnish proof of purchase from an authorized XiNCOM Reseller, E-Tailer, or Retailer before your RMA request can be qualified. When your RMA request has been qualified, you will be assigned a unique RMA number that will enable you to return your defective product to XiNCOM for a replacement. Replacements will be refurbished units only. Brand new units WILL NOT be issued for RMA requests.
Returning your defective unit
Qualified RMAs will be issued a unique RMA number. Please send the defective unit with its original shipping box, power supply, documentation, networking cables, CD-ROM, and all other accessories included. If any defective product is shipped back to XiNCOM without all its original contents, XiNCOM reserves the right to void the RMA request and the defective unit will be sent back to the sender’s address.
All end users are responsible for shipping and handling charges incurred in submitting the defective unit back to XiNCOM. All replacement units will be shipped through UPS Ground free of charge. Faster shipping methods and/or cross-shipment methods are available. Faster shipping methods will result in a charge to the end user with a major credit card. Cross shipment of defective units will require a major credit card to be on file. Failure to ship the defective unit through the cross shipment method within 10 business days will result in a charge of the full cost of the product to the end user.
Defective units will be shipped to:
XINCOM
ATTN: (Issued RMA number)
421 SW Sixth Avenue, Suite 1000
Portland, OR 97204
When returning a product, mark the RMA number clearly on the outside of the package and include a copy of your original proof of purchase from an authorized XiNCOM Reseller, E-Tailer, or Retailer.
Product Returns
Refunds to end users are only provided by the original Reseller, E-Tailer, or Retailer where purchased from. All terms and conditions stated from the original Reseller, E-Tailer, or Retailer apply when requesting a product return to them. The end user should keep the original shipping box, power supply, documentation, networking cables, CD-ROM, and all other accessories included in case the product must be returned. XiNCOM DOES NOT provide any product refunds to end users.
Related Information: See Warranty Policy
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