PRODUCT RETURNS PROCEDURE (RMA)

PRODUCT RETURNS PROCEDURE (RMA)

Metasphere confirm that the Products supplied by Metasphere will:

  • Be of the best quality, material, available design and workmanship
  • Be without fault and conform in all respects with the Specification and the Order and shall be to the entire satisfaction of the Purchaser
  • Be free from defects in design, material and workmanship
  • Comply with all applicable statutory and regulatory requirements
  • Comply with all applicable laws, enactments, orders, regulations and other instruments relating to the manufacture, packing, packaging, marking, storage, handling and delivery of the Goods

However, in some instances, it may be necessary to return a product to Metasphere for inspection and/ or repair.

RETURNING A PRODUCT

The procedure for returning a product for inspection and/ or repair is as follows:

  • Contact our Technical Support team requesting a product return
  • Provide full details of the issue you are experiencing
  • Provide the serial number of the product you wish to return
  • Our Support team will raise an RMA number, which will be sent to you via email
  • Return the product to Metasphere, quoting the RMA number on all documentation. Metasphere does not accept responsibility for products returned without an RMA number
  • Once received, Metasphere acknowledges receipt of the returned product

RETURNING PRODUCTS UNDER WARRANTY

All products returned under warranty, will be inspected and/ or repaired free of charge.

Once received by us:

  • Metasphere will acknowledge receipt of the returned product
  • We will inspect the product, make any repairs that are required and return the goods to you within 2-3 weeks of receiving them

PRODUCTS OUTSIDE WARRANTY

All products returned outside of warranty, will incur an inspection and/ or repair fee

Once received by us:

  • Metasphere will acknowledge receipt of the returned product
  • We will examine the product and advise as to whether the product can be repaired or whether the product is deemed Beyond Economic Repair (BER)

If a product can be repaired

  • We will send you a full service quotation for the work to be carried out
  • If you authorise the work to be carried out, you will need to raise a purchase order for Metasphere to carry out the repair work. Please quote the RMA number on your purchase order
  • If you do not authorise the work to be carried out or we do not receive a purchase order, we can either return the faulty product to you at your expense unrepaired or sustainably recycle the product on your behalf under our WEEE recycling scheme

If a product is Beyond Economic Repair

  • We will send you a report explaining why the product cannot be repaired
  • You will be given the option to purchase a new product
  • If you wish to purchase a new product, you will need to raise a purchase order for Metasphere to send you a new product
  • If you do not wish to purchase a new product, we can either return the faulty product to you at your expense unrepaired or sustainably recycle the product on your behalf under our WEEE recycling scheme

For any further questions on our Returns Procedure, please contact our Operations Team via telephone or email.

Telephone support: +44 (0)1737 846 100
Email support:  support@metasphere.co.uk