To achieve a fast and efficient processing of returns, we have an RMA procedure. This RMA procedure is part of our quality system which focuses in particular on the quality of our service and to an efficient handling of returns.
Step 1 Contact Avantes
Explain the Avantes support engineer your problem. If the problem can’t be solved remotely, you will be advised to return your product.
Step 2 RMA number
Any consignment arriving at Avantes must refer to an RMA (Returned Material Authorization) number. Contact your local representative or one of our offices to obtain an RMA number. You will receive an RMA form by e-mail.
Step 3 Did the problem occur during the warranty period?
Please read our terms and conditions.
If you claim warranty, please enclose evidence within the package.
This evidence includes:
- Original Invoice
- Image of the product sticker
Damages caused by falls, bumps, sand, water, chemicals, electrical discharges, careless or improper use or operation, handling or storage, etc. cannot be repaired under warranty.
Attempts to repair the product yourself can cause void warranty. We will check if the product seal is undamaged.
When warranty terms are violated, you will receive a report and a quotation.
Step 4 Send the product to Avantes
Ensure proper protective packaging that is tightly sealed. Please attach the RMA form clearly visible to the outside of the box.
To ensure that products will not be returned unrepaired, we ask you to enclose a clear description of the complaint.
Send the package to Avantes. All postage is responsibility of the customer. Freight collect or COD will be refused.
Step 5 Repair
You will receive an acknowledgement of receipt by Avantes. Service and Support informs you about the expected delivery date.
When we are not able to reproduce your complaint, we will contact you.
When costs are implied, you receive a quotation. The product will be repaired when Service and Support receives your order.
After repair a report is made and send to the customer, together with his product.
Step 6 Product is returned to the owner
The product is returned to the address you provided. We may contact you afterwards to evaluate the repair and to check satisfaction.