1.Abbreviations

The following abbreviations may be found in this page.  

RMA           Return Merchandise Authorization

DOA           Dead On Arrival

MFG           Manufacturing

CID            Customer Induced Damage

2.Introduction 

This procedure defines the 3DSTOR RMA process in after-sale services. Includes, but not limits to the DOA and RMA issues. If there’s any item undefined in this procedure, 3DSTOR will follow original MFG rules to process the RMA request. We’ll inform customer is there’s any difference.

3.Important Notice Before RMA

● Our DOA period is 15days after delivery. Please contact our service team immediately if you find any failure on the products arrival.

● Please keep notice on below items. If you miss any, you might not able to get right RMA service, or you may need to pay for the repairing.

  ○ Please protect the S/N label on the products. We’ll reject any RMA request on a product with S/N label missed, damaged, altered or any other kind unreadable. A product with an uncertified serial number will also be rejected. 

  ○ Please take care of your product and make sure there’s no parts shortage or extensive physical/appearance damage, and all the accessories are available.

  ○ All the failure on the products returned for RMA should be the same as described in the application form. Please check it before you ship the product for RMA.

  ○ We’ll only care the RMA goods, please remove the add-in parts before shipping. If customer shipped the non-RMA parts, we’ll not be responsible for custody of these add-in parts.

4.RMA Process

● When you find a failure on your product, please contact our service team ASAP. The contact information is as following:

RMA window：ella.he@3dstor.com ;  Phone：+86 18318065915

● Please report the problem as detail as possible to our service team, could be OS info, APP info, defect symptom etc. Please fill the information to our standard RMA form. A test report or failure log file might help accelerate the process.

● Our service team will contact you in 24hours once we receive the failure report. We might need your help to check if we can fix the problem online with your cooperation. If not, the DOA/RMA process will be triggered.

● We’ll need your help to make a general check on the appearance of the products for approval. Please help take pictures on the product as detail as possible. Especially the key parts like CPU socket, and other components.

● An RMA number will be issued if the appearance check is pass. Please print the RMA number and put it with the product, then ship the product to appointed location.

● Please package the product with original packaging material. Before you package the product, please remove all the add-in parts, make sure there’s no bend pins in the CPU socket, and install the CPU socket cover. Please take photos as detail as possible on the parts and send to our FA team. These pictures will be reference for our incoming check, final decision will be made depending on the goods we received.

● We will check if there’s any appearance/artificial damage when we receive the products. If there’s appearance/artificial damage, we’ll stop RMA and inform you immediately. We’ll arrange analyzing and repairing of the product if there’s no appearance/artificial damage

● Generally, the repair process will take about 15days from the date we receive it. But due to material limitation, this period might be longer or shorter. We’ll try our best to pull in the schedule, please keep contacts with our service team and we’ll inform you if there’s any update.

5. Warranty invalidation conditions

● Please note that below cases are not included in this RMA term: Misuse, Accident, Abnormal Overloading, Wrong Packaging, Improper Handling, Negligent, Abuse, Customer Changes, Improper Installation, Customers repairing and modification, Improper testing or any other issues caused by improper reason not relates to product itself (e.g Overheat, Overwet, Power loss, Power surge or disaster etc.). If there’s customer changes on mechanical/electrical design or wiring, or there’s chip burn caused PCB damage, customer repairing caused product defect, this insurance will lose efficacy. If the products are used for mining on Digital Currency, 3Dstor will keep the right to adjust the DOA/RMA period. This insurance will not include Consumables, any software provided by 3Dstor, any products for experiment or testing, compatibility with customer parts, any product not provided by 3Dstor. In any of the above cases, 3Dstor will take no response to any of customer costs. E.g part change, repairing, labor cost, cost of installation or any other costs.

● The condition will include, but not limited to:

  □ Can’t recognize S/N because label lost or damaged, or S/N was changed by Customer

  □ Product or any parts have obvious signs of external injury

  □ Any connector destroys

  □ Customer changed mechanical/electrical design or changed the wiring without notice.

  □ Any parts drop from product or PCBA

  □ Any PCB damage (Include external injury and chip burn caused.)

6. Logistics

Mainland China

● 3DSTOR will pay the inbound freight and customer need to pay the outbound freight in RMA cases

● 3DSTOR will pay all freight in DOA cases.

● Customer will need to pay all freight if the RMA is caused by physical damage or improper use.

● For HK FOB cases, DOA/RMA return cite will be Hongkong, Customer need to deal with the custom and logistics.

Overseas Area and Hongkong (CN), Macau (CN), Taiwan (CN) 

● For oversea customers and Hongkong (CN), Macau (CN) and Taiwan (CN) customers, our delivery location is Hongkong. If there’s RMA case, customer will need to pay both outbound and inbound freight from customer’s location to our Hongkong RMA site.

● Customer will need to pay all freight if the RMA is judged as CID.

7.Warranty

● Please contact our sales window for detail warranty period information.

● Please refer to HDD/SSD RMA/DOA terms for the HDD/SSD products.