# Return / Replacement / RMA Policy

URL: https://www.macnman.com/docs/help/rma-policy
Section: Help

# Return / Replacement / RMA Policy

This Return / Replacement / RMA Policy defines the process, eligibility, responsibilities, and conditions under which Macnman Technologies Pvt. Ltd. (“Macnman”) accepts hardware products for inspection, repair, or replacement.

This policy applies to all Macnman IoT hardware sold directly or through authorized distributors.

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## Purpose of This Policy

This policy ensures:

- Standardized handling of all defective units  
- Consistent evaluation of warranty and non‑warranty cases  
- Clear guidelines for distributors, resellers, and end users  
- Transparent timelines for repair or replacement  
- Proper documentation for each RMA case  

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## Definitions

**RMA (Return Material Authorization):**  
A unique ID issued by Macnman authorizing a customer to send hardware for testing, repair, or replacement.

**Manufacturer Defect:**  
Any defect arising from components, PCB, assembly, or firmware that prevents normal operation.

**Non‑Warranty Damage:**  
Damage caused by misuse, incorrect installations, environmental exposure, tampering, or unauthorized modifications.

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## Eligibility for Return / Replacement

A device qualifies for RMA evaluation only if:

1. It is within the applicable warranty period: the **2‑year hardware warranty**, or the shorter period that applies to batteries and sensor probes under the [Warranty Terms & Conditions](./1-warranty-tnc.md).  
2. The customer provides valid proof of purchase.  
3. The device has:
   - No broken or tampered warranty seals  
   - No visible physical or water damage  
   - Correct installation as per user manual  
   - No burn marks or corrosion  

### Not Eligible for Free Replacement but Eligible for Paid Repair:

- Water ingress due to improper cable gland sealing  
- Burnt components from incorrect power supply  
- Damaged antennas, cables, or connectors  
- PCB corrosion, chemical exposure, rodent/insect damage  
- Broken enclosures or connectors  
- Firmware tampering or third‑party modifications  

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## RMA Request Process

### Step 1 — Submit Support Ticket

Email: **support@macnman.com**  
Subject Line: `RMA Request – <Product Model> – <Serial Number>`  

Include:

- Product model & serial number  
- Issue description  
- Photos/videos of the issue  
- Installation site images  
- Device logs (if available)  
- Purchase invoice  

Incomplete submissions may delay RMA approval.

### Step 2 — Case Review & RMA Approval

Macnman reviews submissions within **2–3 business days**.  
If eligible, we issue:

- RMA Number  
- Shipping address  
- Packaging guidelines  

### Step 3 — Ship the Device

Customer responsibilities:

- Pack the device safely with antistatic protection  
- Label the package with the RMA Number  
- Ship using a trackable courier service  
- Pay outbound shipping charges  

### Step 4 — Macnman Inspection & Diagnosis

Once received:

- Inspection time: **5–10 business days**  
- Functional testing & root‑cause analysis  
- Warranty validation  

Customers are notified with a detailed diagnosis report.

### Step 5 — Resolution

Based on inspection results:

- **Warranty Replacement**  
- **Warranty Repair**  
- **Paid Repair (Non‑warranty)**  
- **Return Without Repair (NFF – No Fault Found)**  

Macnman pays for return shipping only for approved warranty cases.

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## Replacement Policy

A device is replaced if:

- Manufacturing defect is confirmed  
- Device cannot be restored to functional condition  
- Problem is reproducible under controlled testing  
- Failure is not caused by misuse  

Replacement device may be:

- Brand‑new unit  
- Refurbished unit  
- A newer compatible model (if original version is discontinued)  

Warranty continues with the **remaining period of the original device**.

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## Paid Repair Policy (Out‑of‑Warranty / Non‑Warranty)

If device is not eligible for warranty repair:

- Macnman provides a cost estimate  
- Customer must approve before work begins  
- Repair includes component + labor + return shipping  

If customer declines repair, the device is returned as‑is.

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## No‑Fault‑Found (NFF) Cases

If no issue is observed during testing:

- Device is returned without repair  
- Customer pays both‑way shipping  
- Diagnostic charges may apply for repeated NFF cases  

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## Packaging Requirements

To prevent damage during shipping:

- Use antistatic bags for PCBs  
- Wrap devices in bubble wrap  
- Use a sturdy box  
- Write RMA Number clearly on the outer label  
- DO NOT ship batteries unless approved  

Damage caused due to poor packaging is not covered under warranty.

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## Customer Responsibilities

Customers must ensure:

- Correct installation based on the user manual  
- Use of approved power supplies and accessories  
- No unauthorized repairs, modifications, or tampering  
- Proper environmental protection (humidity, chemicals, heat)  
- Adherence to recommended wiring and sealing practices  

Failure to follow these may void warranty eligibility.

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## Macnman Responsibilities

Macnman's responsibilities include:

- Reviewing RMA requests  
- Providing RMA authorization and instructions  
- Diagnosing defects professionally  
- Repairing or replacing eligible devices  
- Returning units safely & promptly  

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## Timeline Expectations

Approximate timelines:

- RMA approval: **2–3 business days**  
- Device diagnosis: **5–10 business days**  
- Repair or replacement: **5–15 business days**  

Complex cases or component shortages may extend timelines.

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## Policy Updates

Macnman reserves the right to modify or update this RMA Policy at any time without prior notice.

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