RMA & DOA  

RMA (Return Merchandise Authorization)

Products found to be defective after 30 days of the original invoice date and still within the warranty period are eligible for RMA returns. Products outside of the warranty period can still be serviced at the customer’s expense.

DOA (Dead on Arrival)

Products are considered DOA if they exhibit a complete failure to power on, initialize, or operate as intended within 30 days of the original invoice date. 

Service Policy

For DOA: All DOA items will be replaced with new items, and both return and dispatch shipping expenses will be covered by AVerMedia. 

For RMA (In Warranty): AVerMedia will provide a free-of-charge repair service. The shipping method and costs of returning RMA items to AVerMedia are the customer's responsibility. The shipping method and expenses of sending repaired items back to customers will be covered by AVerMedia.

For RMA (Out-of-Warranty): Customers will be charged a fee for product inspection and repair services. The shipping method and costs of returning RMA items to AVerMedia are the customer's responsibility. The shipping cost of sending repaired items back to the customer is also at the customer's expense.

RMA Evaluation Process

Upon receiving an RMA request, AVerMedia's Technical Support team will:

1. Evaluate the provided information to determine whether the product falls under warranty coverage.

2. Communicate with the customer to gather additional details or recommend troubleshooting steps if necessary.

3. Provide an RMA number if the product was purchased directly from AVerMedia and is eligible for RMA service. Should products be acquired through authorized distributors, please consult with the local distributor to obtain an RMA number request for the in-warranty replacement.

RMA Return Procedure

Customers are required to follow these steps when returning products for warranty service:

1. Obtain an RMA number from your local distributor, or AVerMedia's Technical Support team.

2. Package the product securely to prevent damage during transit.

3. Clearly label the package with the RMA number.

4. Include a copy of the RMA approval notification inside the package.

5. Ship the package to the designated address provided by your local distributor, or AVerMedia. 

Note: Prior to sending the product for repair, customers are advised to take the necessary measures to safeguard their data. This includes creating backups of important files, documents, and settings. AVerMedia is not responsible for any loss of data that occurs because of repairs, replacements, or any actions taken during the repair process.

RMA Resolution

Upon receiving the returned product, AVerMedia will:

1. Inspect and test the product to verify the reported issue.

2. Repair or replace the product as deemed appropriate by AVerMedia's technical team. In cases of user-induced damage, repair costs will be borne by the customer, and AVerMedia will provide a repair quote.

3. Notify the customer of the resolution and provide an estimated return shipping date.

Customer Satisfaction

AVerMedia is committed to providing prompt and efficient service to ensure customer satisfaction. Feedback regarding the RMA process is welcomed to continually improve services.

LIMITED-OBLIGATION

AVerMedia does not provide services under circumstances other than those previously mentioned in the warranty policy, nor carry any other implicit, explicit, or subsidiary obligation in the warranty policy. Please refer to, and only to, the warranty policy for AVerMedia service obligation. The warranty policy supersedes any other promise in oral. The warranty policy does not cover any random, extraordinary, direct, or indirect damage that comes with the manufactured product, even when AVerMedia has been notified of the possibility of such damages. All actions of repair, or replacement by AVerMedia are in fulfillment of the promises indicated under the warranty policy.