RMA Policy

V2.0 - 2024/09/05

Purpose

This document aims to set up the warranty and service policy of SmartCow Holding Malta Limited and its affiliates (hereinafter referred to as SmartCow) products for customers to reference while handling RMA cases. If any product defect (nonconformity) occurs concerning the product, SmartCow will provide product repair and replacement service within the warranty period according to this agreement.

Definition

• DOA (Dead on Arrival)
  Products are considered as DOA if conclusive tests are performed during the first 30 days from the invoice date that result in No Post or No Display.

• RMA (Return Merchandise Authorization)
  Products found to be defective 30 days after the invoice date and still within the given warranty period are eligible for RMA returns.

Warranty Period

Warranty & Service Policy

• Scope
  The procedures presented in this document apply to all SmartCow products. SmartCow will provide free of charge warranty coverage to all the products manufactured and sold in case the purchased product is proven defective in material or workmanship under normal use during the warranty period.

• Excluded Circumstances
  The warranty will not be covered by SmartCow resulting from:

  1. Products that do not belong to SmartCow.

  2. Manufactured products misused or abused due to non-compliance with Smartcow’s product manual.

  3. Any damage caused by natural disasters, such as floods, conflagrations, earthquakes, lightning strikes, typhoons, etc.; actions of intent, such as bumping, hammering, etc.; computer malfunction; human error, such as losing the product, improper storage, etc.; or other abnormal uses.

  4. Any damage caused by modification (installation, attachment, application of coating(s), extension, modification, reparation, and disassembly) by anyone other than a Smartcow authorized employee with a Smartcow-approved software or component.

  5. Dysfunction caused by improper handling and/or utilization of natural disasters or acts of God.

  6. Abuse, improper setup, illegal repair, or revision is not approved by SmartCow.

  7. Damages incurred result from improper packages while being transported or moved.

  8. The serial numbers sticker or sealing warning label has been removed, revised, defaced, or is missing.

  9. The serial number is not corresponding, destroyed, and/or unclear. In any of the above circumstances, please do not send them back, they are not expected to be repaired or returned by SmartCow.

• Service Policy

  1. For DOA: All the DOA will be replaced by new items, and both return and dispatch shipping expenses of DOA will be paid by SmartCow.

  2. For RMA during the warranty period: SmartCow will provide free of charge repair service.
     The shipping method and shipping costs of RMA returned to SmartCow are the responsibility of the customer.
     The shipping method and shipping expenses of RMA sending back to the customers will be covered by SmartCow.
     

  3. For the RMA out-of-warranty period: Customers will be charged a fee for the inspection and repair service.
     Both the return shipping to SmartCow and the shipping back to the customer are the customer's responsibility.
     

DOA & RMA Procedure

• You can claim RMA service with your sales contact at SmartCow. The Sales will reply to your request with a corresponding RMA number after receiving the request. The customer needs to return the RMA to SmartCow within 7 working days after the RMA number was generated and mark the RMA number clearly on the parcel and all related shipping documents.

  1. DOA products should be returned in the original packaging and with all the original accessories. Otherwise, the products will be considered as RMA.

  2. Please keep the original package or better protection packing to prevent any damage during transit. SmartCow has the right to reject and return the RMA as received in case the package is improper.

• SmartCow will check the appearance and any damages after receiving the RMA items and provide the relevant information to the clients if any. SmartCow will revert repaired or replaced goods within 14 working days.

• SmartCow has the right to refuse to provide repair services for products no longer in warranty. If SmartCow chooses to provide repair services, the customer will be charged for the repair fees and component fees. Additionally, the needed repair time depends on component acquisition.

SmartCow RMA Services

SmartCow’s repair center is in Taiwan. The following is delivery information. If there is any question about the processing progress of the RMA, please contact your Sales in SmartCow.

SmartCow RMA Center
11F., No. 43, Zhongxing Rd., Xizhi Dist., New Taipei City 221012, Taiwan
Tel: +886-2-8691-5228

No-Obligation Policy

SmartCow does not provide service under circumstances other than 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 SmartCow service obligation. The warranty policy supersedes any other promise in oral or written form. The warranty policy does not cover any random, extraordinary, direct, or indirect damage that comes with the manufactured product, even when SmartCow has been notified of the possibility of such damages. All actions of repair, replacement, or refund by SmartCow are in fulfillment of the promises indicated under the warranty policy.