AAEON Electronics, Inc.

Product RMA Policies for North and South American Customers

PLEASE READ THE RMA POLICIES CAREFULLY TO ENSURE ADHERANCE TO PROCEDURES BEFORE SHIPPING BACK ANY ITEMS

Service Contact
If you have any questions or are uncertain about the cause of the problem before shipping, please contact our technical support team by email: AEITech@aaeon.com or telephone at 714-996-1800 Ext.111

How to Request an RMA number
All returns, including evaluation units and repairs, require completion of an RMA Request Form to obtain a valid RMA number before the return of any unit. When sending a unit back for repair, please do not ship back any accessories (cable, CPU, manual, etc…) unless they are directly related to the problem. The RMA number must be marked clearly on the outside of the shipping box (not on the product carton box inside). Any unauthorized return will be rejected. For your convenience, you can download our RMA Request Form from www.aaeon.com. An RMA number will be assigned within 24 hours after receiving a completed RMA Request Form.

DOA Returns
DOA (Dead On Arrival) parts with all original contents and packaging, must be sent back within 30 days from the date of invoice. Incomplete product returns or signs of mishandling or misuse will not be accepted or credited. If a cross shipment is required, we will invoice the replacement unit first and then credit back your account after AAEON Engineers verify the cause.

Return for Credit
No credit will be issued after 30 days from the date of invoice. Incomplete product returns or signs of mishandling or misuse will not be accepted or credited. A restocking fee of 25% for items purchased direct from AAEON Electronics, Inc. will be applied, with the exception of evaluation units. If the product was purchased from an AAEON reseller, please contact that reseller for regarding credit. AAEON Electronics, Inc. can only issue credit back to the”Bill To” company listed on the invoice.

Repair Charge
A repair charge will be issued for out of warranty items and for damage resulting in determined misuse or mishandling. The charge will be based on the total labor cost plus parts and shipping fees, with a minimum charge of $75/per hour for both Board and System purchases direct from AAEON Electronics, Inc. For billing purposes, a purchase order is required. If the product is an out of warranty repair or the result of mishandling or misuse, AAEON will notify the customer if the reason for unit failure differs from what is written on the RMA Request Form.

(Customers are subject to a charge for missing or damaged items from the original packaging, including the unit’s carton).

Shipping Costs
All replacement/repaired products are shipped UPS Ground or equivalent. If a rush shipment is requested, the cost of the shipment upgrade must be paid by the customer or by using customer’s freight account number. For your protection, please use a traceable means of shipment and retain tracking numbers. Customers will be liable for loss or damage caused by their shipping carrier.

Peripheral Parts from 3rd party Manufacturers
All computer peripheral parts that are not manufactured, but assembled by AAEON (which include, but not limited to internal parts such as CPUs, Fans, Memory, Hard Drives, Disk on Chip, CD ROMs, software, cables, Wi-Fi cards and floppy drives, unless specifically stated otherwise), are not returnable and carry an implied 2 year warranty against defects due to manufacturing or failure. Warranty does not include determined misues or mishandling by user.

Warranty
AAEON's standard products come with a 2-year warranty against defect or from the date of invoice. RTC systems products carry a 1-year (12 months) warranty and the battery of RTC systems products has a six-month (6 months) warranty. Proof of purchase may be required to determine warranty eligibility. During the warranty period, AAEON will repair or replace all defective products that are returned in accordance with AAEON's RMA policy. AAEON will have sole discretion determining whether a product will be repaired or replaced. Where the original product cannot be repaired and replacement is no longer available due to EOL (End Of Life), AAEON will work with the customer to determine a suitable replacement.

Warranty Forfeiture
Warranty cannot be honored if a product is received without its original invoice. Warranty is void if serial tags, product stickers or manufacturer seals have been removed, altered or tampered with or product is returned in improper or inadequate packaging. Warranty is void if determined mishandling, misuse or defacing of product is evident.

Notice: AAEON reserves the right to change its RMA policies at any time and without notification. Any questions or concerns regarding AAEON Electronics RMA policy, please CONTACT Technical Support via email AEITech@aaeon.com or telephone at 714-996-1800 Ext.111.