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Hem > Support > Tech Support Centre > Ordering > Black Box RMA Terms and Conditions
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Black Box RMA
Terms and Conditions

NOTE: We refer you to our standard terms and conditions for the legal position regarding RMA returns. By returning a product to Black Box you must accept these terms.

Return request may only be submitted through your local Black Box office.

Procedure

If your Black Box product is not working as expected, we recommend you to contact your local Black Box for support, since many issues that may first appear as hardware faults, are actually installation or set-up problems and can normally be resolved without having to ship any goods back to us. This route is therefore often the quickest, easiest and cheapest way of solving the problems that you are experiencing.

What do I do if I received the wrong product or a product is missing from my shipment?

All discrepancies in shipments must be reported within 5 days of receipt of shipment. To report a discrepancy, contact your local office and talk to a Customer Service Representative.

If you wish to return a product ordered by accident, you should submit a returns request within two weeks of the shipment date. Black Box will assess your claim. Once a returns number has been granted, you can return the product which was ordered by accident.

In the event that Black Box recommended you the wrong product, please contact your Black Box office within one calendar month of the shipment date.

If the packaging is no longer fit for use for resale upon receipt by Black Box, Black Box reserves the right to claim the costs of repair or replacement by charging a restocking fee.

Damaged or incomplete goods returned for credit can be rejected and sent back.

What is your return policy?

There is no restocking fee for Black Box® products returned in new condition (in the original package) within 30 days of the invoice date. Simply call Customer Service for a Return Merchandise Authorization (RMA) number, return your product in new condition and in the original package with the manual (if applicable) and any additional accessories in order to receive a full refund.

In order to qualify for a credit, goods must be returned in an impeccable condition; complete, undamaged, in unopened and undamaged packaging and with no descriptions and stickers.

Full or partial credit will be issued following a definitive review and approval of the goods by the returns desk. Cables, specifically configured items (specials), software and equipment cannot be returned.

Items which are returned after 30 days, returned incomplete or damaged will incur a restocking fee. A customer service representative will advise you of any applicable restocking fee.

Custom products and software are returnable for repair or warranty replacement only. For the return policy on non-Black Box® brand products, talk to a Customer Service Representative.

Authorization to return by the Black Box returns desk will be issued by your local Black Box office, using a RMA number and within five working days following receipt of the request. Once a returns number is issued, it is valid for 30 days.

If you are entitled to return a cabinet, rack or other oversized product ("Oversized Product") under Black Box's Return Policy, you must contact Black Box to arrange for the Oversized Product to be picked up by a carrier selected by Black Box. Black Box shall only accept returns of Oversized Products that such Black Box selected carrier certifies as not being damaged. In the event that you return an Oversized Product that is found by Black Box to be damaged, you shall pay Black Box a restocking fee equal to fifty percent (50%) of the purchase price of such Oversized Product.

Restocking fee

Black Box reserves the right to charge the client a restocking fee depending on the condition of the returned goods. The minimum fee will be 15% and maximum 25% of the selling price. This fee will be deducted from the amount to be credited.

How do I return my product?

All returns require a Return Merchandise Authorization (RMA) Number. The goods must be returned to Black Box clearly marked with the RMA number.

Back Box will issue a pick-up request with our carrier UPS for all returns. As soon as this is done, you will receive an email from UPS with a link to print the return label and a link for planning the pick-up at your convenience.

Shipping costs will be charged to our central warehouse in The Netherlands depending on the reason of the return.

If shipping cost is charged, you can choose for Black Box to arrange the return shipment or you may ship it back yourself to:

Black Box International BV
RMA Department
Zonnebaan 39
3542 EB Utrecht
The Netherlands

Black Box reserves the right to refuse or return goods back to the customer without a valid RMA number.

Please talk to a customer service representative or to our technical department to obtain a RMA number.

PLEASE NOTE: Some products may not be returnable for credit.

Does Black Box repairs your products?

Yes. Our warranty commitment is backed by our guarantee to repair or replace Black Box® branded warranty items. Even if your product warranty has expired, Black Box Network Services can extend the life of your equipment with our repair service. We guarantee parts and labour on repairs for 90 days.

Please email or call your local office. A detailed explanation of the fault will help us to better identify the problem and will direct additional focused testing if necessary (for example: system description, signal types, input or output resolutions and any other relevant background information).

In the event of a DOA (Dead on Arrival), you must inform Black Box within 1 calendar month of the shipment date. In this case, you will be entitled to a new product, which will be sent to you upon receipt of the faulty product or if it is needed as an advanced replacement.

Is your product faulty? Once your returns request has been received, a decision will be made on whether the repair of your product will be carried out within or outside the warranty period. You will receive this information from us by telephone or email.

How do I request a repair?

To return a product for repair, talk to a Customer Service Representative or to the Technical department for a Return Merchandise Authorization (RMA) number.

It is essential for you to know the serial number of the product(s) when contacting us; we will always need this information.

After investigating with the support team, if it appears that the fault is likely to be hardware related, the support team will issue a "RMA Number" to you.

We will inform you of the warranty status of the product and the cost of the repair (if appropriate - see paragraph (b) below) at the time that the "RMA Number" is being issued. The product should then be returned to Black Box following the steps below.

There are 4 possible scenarios when a product is returned to us for repair:

  1. The product is in warranty and is either found to be genuinely faulty or no fault is found. In these cases, the product will be repaired as necessary, or replaced by a new or previously repaired product and returned to you at our cost.

  2. The product is out of warranty and is found to be faulty. The product if possible will be repaired or replaced. Once the RMA Number has been issued for a repair out of warranty, you need to raise your Purchase Order and return the product to our central warehouse in The Netherlands - securely packed and with the RMA Number clearly displayed on the outside of the box. To prevent unnecessary carriage and handling please only send back products or accessory items you believe to be faulty.

    We will not issue an invoice until the repair has been completed and is about to be returned to you.

    The shipping costs will be charged to the customer, while the costs of sending the repaired products back to the customer are paid by Black Box. In the event of repair outside the warranty, investigation costs of € 150,00 will be charged in order to determine whether the product can be repaired. The minimum fee for a repair is € 150,00.

    If you place a repair order or an order for a new product to replace the defect one, the investigation costs will not be applied.

    In the event of a repair outside the warranty period and if the repair costs are higher than € 150,00 an indication of the costs will always be provided in advance.

  3. The product is in warranty but is found to be damaged by mis-use. This will be treated as (b) above.

    In the case of mis-use, the fixed charge will be levied after we have seen the product and identified the mis-use. In this case we will request you to issue a purchase order before any repairs are completed.

  4. The product is out of warranty and is obsolete. In the unlikely situation that the product can be neither repaired nor replaced, because some of its components are obsolete and we have no swap-out stock left, then the product will either be returned to you, or disposed of at your request, with no charge and no credit.

PLEASE NOTE: Ensure that where possible the original packaging, or similar, is used to help prevent the possibility of transit damage. Unfortunately transit damaged products received by Black Box could result in the loss of warranty and chargeable repairs; it may also delay the process.

Black Box will not accept responsibility for the safety, integrity or security of any programmes, data or other content held on hard drives or any other type of re-writable media which is sent to us either separately or as part of any equipment returned to us for repair or for any other purpose. Customers are advised to take back-ups of anything that they deem to be valuable or important before returning the equipment to us and anything which is confidential should be erased from the media before it's returned.



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