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Electronic Return Merchandise Authorization (eRMA) Procedure
| 1. | Customer will fill out the above form completely and submit it. |
| 2. | Representative will review the submitted request and receipt and verify warranty date. |
| 3. | Once approved, representative will issue RMA number to customer. |
| 4. | Customer will ship Cooler Master the damaged unit. |
| 5. | Shipping department will verify the unit's problem and ship out replacement. |
Return Merchandise Authorization (RMA) Policy
| **NOTICE: | WE CAN ONLY REPAIR/REPLACE YOUR PRODUCT, WE DON'T OFFER REFUNDS FOR REFUNDS PLEASE CONTACT THE VENDOR YOU PURCHASED THE PRODUCT FROM. |
| **NOTICE: | UPS/FEDEX will NOT ship to a PO BOX. Please do not have a PO box as your return address or you will not receive your product back to you. |
| 1. | A comprehensive description of problems are required on all products return. |
| 2. | Please also attached a copy of INVOICE/RECEIPT with RMA request form. |
| 3. | Please write down your RMA number outside the shipping box. |
| 4. | Fail to fill out the required information on this form, RMA number will not be provided. |
| 5. | A RMA number will be voided if the item(s) is not received by Cooler Master within 15 working days upon issuance of the RMA number. |
| 6. | Please send a copy of this form along with your package. |
| 7. | Please allow 7 to 10 business days to receive the replacement or spare parts. |
| 8. | Please contact customersupport@coolermaster.com for spare part pricing. |
| 9. | Please note, Cooler Master will only cover shipping cost from our location to you. |
| 10. | Cross shipments not available. |
Return Merchandise Authorization (RMA) Process (This document outlines Cooler Master – RPBU, North America Division Inc.’s RMA Process for end user only).
1. Standard Hardware Warranty Policy
The length of a warranty term may differ between product models. For details please see the specific warranty for your product.
2. Tech Support Contacts
If your Cooler Master product exhibits signs of failure, you must contact our Customer Support department to verify product failure. If Cooler Master Support Representative cannot correct the problem by remote support methods i.e. phone or Email support and determines that the problem is a result of product failure covered under Cooler Master warranty policy, the an RMA Number will be issued.
3. RMA Information
The following information is required to assign an RMA. 1. Reseller information – where the item was purchased 2. Your full name 3. Your home address 4. Your phone number 5. Your Email address 6. Product Model or Part Number 7. Purchasing date 8. Receipt/Prof of purchase 9. Description of failure or problem 4. RMA Confirmation
Request for RMA typically processed during working day, between 9:00AM to 4:00PM PST. RMA Confirmation will be accomplished by email. Cooler Master Customer Support will send the RMA Request Form to the customer and customer will fill the form and send back to Cooler Master Customer Support. The RMA confirmation is a RMA form with an assigned RMA Number. This form must be put in the packaging when product is returned.
5. RMA Return Shipment 5.a. Packaging Original packaging should be used if available to minimize the potential for shipment damage. If items are damaged during return shipment due to insufficient packaging, it will be left to Cooler Master’s discretion to determine whether or not the product is repairable. Please follow these guidelines when returning product to Cooler Master: 1. Use the product original packaging is still available 2. Ship the RMA items via traceable means to the below address 3. Write the RMA Number on at least two (2) outside surfaces of each return package 4. Write the RMA Number on the shipping label 5. Allow ten (10) business days turn around time after receipt of RMA from Cooler Master If items are damaged during return shipment due to insufficient packaging, it will be left to Cooler Master’s discretion to determine whether or not the product is repairable.
5.b. Address All RMA packages should be shipped to: Cooler Master – RPBU RMA#_____________ 4820 Schaefer Ave. Chino, CA 91710 5.c. Tracking All RMA packages should be shipped to: All RMA returned items must be sent via traceable means. Example would be UPS, FedEx, DHL, and or US Postal Service Priority Mail. Be sure to retain the tracking information for your records. The customer is responsible for the product until it is received by Cooler Master. Cooler Master is liable for the return item upon receipt of shipment.
5.d. Delivery Charges The Customer is responsible for paying shipment charges when returning the product to Cooler Master. Cooler Master will pay for shipment of the repaired or replaced items back to the customer. Cooler Master ships all domestic U.S. / Canada RMA repaired or replaced products via UPS Ground (5 - 7 days). 6. RMA Turnaround Time 6.a. Standard Replacement Standard Replacement, you will send in your damaged product to Cooler Master after receiving an RMA Number, after it has been tested it will be repaired or replaced this process can take up to ten (10) business days. UPS Ground (5 - 7 days) is the standard method of shipping for the U.S. / Canada shipments. The product that is shipped to customer may be new or refurbished but will be certified Functionally equivalent to the original product and will be warranted for the remainder of the original warranty or ninety (90) days whichever expires later. 7. RMA Repair and Test Procedures
All items returned under RMA will be repaired, or at Cooler Master’s option replaced with either new or factory refurbished parts. If a returned product is determined to be damaged or misused, it will be handled according to the Out of Warranty policy stated below. All repaired or replaced parts will be successfully passed the appropriate manufacturing quality assurance test procedures. These are the same tests that are utilized to verify “new build” parts as manufactured by Cooler Master. Out of Warranty repaired items carry a ninety (90) day warranty. In Warranty repaired items are warranted for the remainder of the original warranty or ninety (90) days, whichever expires later.
8. RMA Closing Procedure
If Cooler Master has not received the RMA requested item(s) from customer within fifteen (15) days of the assignment date, the RMA will be closed. Cooler Master will not accept any packages without an open, valid RMA number appearing on at least two (2) surfaces on the box/packaging and reference to the RMA number on the shipping label. Only the specific items listed on the RMA Request Form will be accepted. All other items will be returned to the customer at customer’s expense. After return shipment of a repaired/replacement part to the customer, Cooler Master will close the RMA.
9. RMA Out of Warranty
A product whose warranty period has expired or which has been damaged or misused may be determined to be Out of Warranty. If your product is determined to be Out of Warranty, the following guidelines are applied. 9.a. Repaired or Replaced At Cooler Master, an Out of Warranty product may be Repaired or Replaced with new or refurbished parts for a fee. Products that have been damaged or misused may be deemed non-repairable at Cooler Master’s determination.
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