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After Sales

Warranty and RMA support

After Sales

Warranty & RMA service

Warranty Policy

SAINTWAY always makes efforts to improve the pre-sales and after-sales services and market exploration. If products were bought from SAINTWAY, we promise to provide aftersales services as below:

 

All SAINTWAY standard products carry a warranty period of 12 months* from date of shipment*. Beyond the warranty period such services shall be charged in SAINTWAY’s price list.

 

* If the date of shipment cannot be ascertained, product serial numbers can be used to determine the approximate shipping date.

* Products, however, that failed due to misuse, accident, improper installation or unauthorized repair shall be treated as out of warranty and customers shall be billed for repair and shipping charges.

 

If returned products (within warranty period) are either stopped production or have difficulty in repairing, SAINTWAY will consider a replacement or other solutions, which shall be negotiated by both parties.

RMA Process

The following are the RMA guidelines that have been established by SAINTWAY to better support our customers.

RMA form: Before you send any product to SAINTWAY, you should e-mail us, telephone us or fax us and wait for a Return Material Authorization (RMA).

IMPORTANT: To process an RMA case, each product must accompany a corresponding RMA form that is filled mainly with the product’s serial number, hardware configuration used and problem description.

Download RMA Form

What to send: Send the products without the accessories (manuals, cables or other none standard accessories), unless you suspect the latter are the cause of the problem. Indicate these items if they are included. All returns should accompany a note detailing the problem.

Shipping cost & method: Customers send RMA goods at their own expense; while SAINTWAY shoulders the cost of returning the items by using the shipping method it deems suitable. Customers may require alternative shipping methods but shall bear any additional charges.

Repair time: SAINTWAY requires about 10 working days to repair faulty items under 10pcs upon their receipt. Repair time will change for items over 10pcs. If returned products (within warranty period) are either stopped production or have difficulty in repairing, SAINTWAY will consider a replacement or other solutions, which shall be negotiated by both parties.