SANGFOR Return Materials Authorization (RMA) Process

This RMA Process aims to assist SANGFOR customers to return a suspected hardware to the manufacturer, please find the RMA Process detailed as below.

 

Step 1: Contact SANGFOR Service Center to get the troubleshooting assistance.

SANGFOR Support Engineer will assist you to troubleshoot the issue and verify whether any hardware repair or replacement is needed. If the hardware is verified likely to be defective, Engineer will issue a Return Material Authorization (RMA) number and request customer to provide the following customer information of the unit that needs repair or replacement.

 

i)	Company/Organization Name
ii)	Contact Person
iii)	Contact Phone Number
iv)	Contact Email Address
v)	Shipping Address
vi)	Problem Description
vii)	Model Number of the Unit Requested for Support
viii)	Serial Number of the Unit Requested for Support

 

The RMA number ensures the proper tracking and handing of the returned unit. 
Any returned unit without an authorized RMA Number will be rejected.

 

Step 2: Please labeling the following information on the outside of shipping package clearly.

 

i)	RMA Number
ii)	Hardware Serial Number of Shipping Unit

 

SANGFOR will reject any product without an authorized RMA number at the time of delivery. At the meantime, SANGFOR will return the unit without proper RMA labeling to the shipper via collect freight.

 

It is essential to use the original container or the similar equivalent. All shipments need to be properly packaged. Customer will be responsible for any damage or loss in transit, if Customer fails to use adequate packaging or ships the Product on their own account.

Step 3: Return the defective unit to SANGFOR

When a replacement unit has been issued, the customer will receive a shipment notification which will include instructions regarding the defective hardware return process.

 

The defective hardware is required to return to SANGFOR within 5 working days after the replacement unit has been delivered. If the defective unit has not been returned within 15 working days after the replacement unit has been delivered, customer will be invoiced at a full list price of the replacement unit.