| RMA POLICY
This RMA policy applies to the return of Xtore products only. Unexpected deliveries that are not marked clearly with an RMA number on the outside of the packaging will be refused. Xtore maintains the right at its sole discretion to decide whether to repair, credit, refund, or replace the returned product. All RMA’s numbers are valid for 30 days from the date of issue.
If equipment to be repaired was purchased from a retail, distributor, or reseller channel, contact the seller for service. If the product was purchased directly from XTORE, please note the following:
Repairs, in-warranty
In-warranty repairs of XTORE components are made within ten (10) working days from arrival at XTORE at NO CHARGE to the purchaser for analysis, labor or parts. Due to component availability, the recommended lead-time of ten (10) days may vary. Allow up to two weeks for major component replacements. The customer is responsible for freight charges to Xtore. Xtore will pay for return freight charges of any preferred delivery method. The customer is responsible for return freight charges for any other delivery method than preferred one.
Repairs, out-of-warranty
Out-of-warranty repairs of XTORE components are "best effort" from receipt at XTORE, and will be charged the published rates plus shipping charges. Contact the RMA department Supervisor for the most current rate information. The customer is responsible for freight charges to and from Xtore. Xtore will provide an estimate of the charges before any work is done and a minimal failure analysis charge will apply.
NTF (No Trouble Found)
All products returned for repair that are determined to be NTF (No Trouble Found), will be charged a minimal failure analysis fee. Contact the RMA department Supervisor for the most current rate information. The customer is responsible for freight charges to and from Xtore.
Quotes/Estimates
A labor and parts estimate will be provided prior to executing any work for out-of-warranty repairs.
Invoicing
Upon completion of the services required an invoice would be issued stating charges when charges are applicable (out-of-warranty and NTF).
Shipping
Freight charges are applied based on the type of return (in-warranty or out-of-warranty). Refer to the applicable RMA policy for specific details. Please mark the RMA # on every shipping label. All returned products must have the RMA number marked or the return will be refused.
Packaging
Xtore ships products with complete packing against damage of transportation therefore returned products must be shipped using the original Xtore packaging. Any products returned without the original packaging will be treated as an out-of-warranty repair. Xtore will not ship out-of-warranty repairs back until new and original packaging material is purchased for the return shipment.
Missing Parts
Claims for incomplete or missing accessories must be made within 15 days from receipt of the returned merchandise.
Credit/Refund Policy
Requests for credit or refund are subject to approval and must be made within 30 days from the date of invoice.
DOA units must be reported to Xtore within 15 working days of receipt or the product will be considered as accepted. All returns showing signs of modification do not have the option for credit or refund.
A 5% restocking fee shall also be applied to returns for credit made without original packaging and complete accessories. The Distributor is responsible and will be charged for the damage before the return goods arrive at Xtore’s designated service center.
Cross Shipment/Advanced Replacement
Requests for an advanced replacement may be based on additional extended warranty agreements and approval is at the sole discretion of Xtore. Advanced replacement is only available for units considered to be in-warranty products. Advanced replacements require a new purchase order before a replacement unit can be shipped.
OEM/Custom Return Credit
OEM and custom parts are not eligible for credit or refund unless the replacements are not available.
RMA PROCEDURE
An RMA request form must be filled out to obtain approval and an RMA number within the United States and Canada prior to returning any product to Xtore. An RMA number will be issued within 48 hours upon receipt of a completed request form.
To obtain an RMA form, use any of the following options:
- Check the support section of the website at www.xtore.com for a downloadable RMA request form. Instructions are included
- Call your Xtore’s sales representative or send an email.
The RMA request form requires the following information to be provided:
• Invoice Date
• Invoice Number
• Unit Part Number
• Unit Serial Number
• Parts Serial Number if applicable
• Reason for returning
• Copy of the original invoice
o A copy of the original invoice must be sent via e-mail, faxes, or mailed along with the RMA request form.
• Purchase Order. Only required for advanced or cross-shipment replacements.
Shipment Instructions
Mark the RMA number on every shipping label and return the product prepaid to:
XTORE Extreme Storage
ATTN: Xtore Extreme Storage, QA division
No.9, Alley 19, Lane 20, Ta Hsing Rd. Luchu Shiang,
338 Taoyuan Hsien, Taiwan
WARRANTY
FOR CUSTOMER SUPPORT INQUIRIES, CALL Taipei Office:+886-2-2911-1569
CUSTOMER SUPPORT INFORMATION
1) If equipment was purchased from a dealer, distributor, or reseller, contact the seller for service.
2) Check the support section of our website at: WWW.XTORE.COM
3) Email XTORE Technical Support at: SUPPORT@XTORE-ES.COM
4) Contact Customer Support free during normal business hours (M-F 9AM-6PM).
XTORE Extreme Storage Taipei Office
9F, No.190, Sec.2, Chung Hsing Road,
Hsin Tien, Taipei Hsien 231 Taiwan,R.O.C.
Tel: +886-2-2911-1569 Fax: +886-2-2911-1695
WARRANTY AND REPAIR POLICY
XTORE Extreme Storage warrants that its products sold will be free from defects in material and workmanship for the period of eighteen (18) months from the date of shipment F.O.B Taipei, Taiwan, excluding hard drives which will be covered for a warranty period of three (3) years. The liability of XTORE Extreme Storage under this warranty is limited to replacing, repairing, or issuing credit (at XTORE’s discretion) for any devices which are returned by the purchaser during such period provided that (a) XTORE is promptly notified in writing upon discovery of such defects by purchaser, (b) the defective unit is returned to XTORE, transportation charges prepaid by purchaser, and (c) XTORE’s examination of such unit discloses to its satisfaction that such defects have not been caused by normal wear, misuse, neglect, improper installation, repair, alteration or accident. Equipment, accessories, disk drives, and similar items not manufactured by XTORE are subject only to adjustments as can be obtained from the original supplier by XTORE. In no event shall XTORE be liable to purchaser for indirect or consequential damages of any kind. THIS WARRANTY IS IN LIEU OF ALL OTHER WARRANTIES, EXPRESSED OR IMPLIED, EXCEPT AS TO TITLE.
Any warranty or service returns must be accompanied by an approved Return Materials Authorization number to ensure prompt handling and processing. Contact Xtore customer support for the appropriate RMA form and RMA requirements.
Disclaimers of Warranty and Limitations or Remedy
XTORE DOES NOT ACCEPT LIABILITY BEYOND THE REMEDIES PROVIDED FOR IN THIS LIMITED WARRANTY EXCEPT AS PROVIDED IN THIS WARRANTY POLICY. XTORE (ON ITS OWN BEHALF AND ON BEHALF OF ANY OF ITS AGENTS) DISCLAIMS ALL WARRANTIES, WHETHER EXPRESSED OR IMPLIED, AND SPECIFICALLY DISCLAIMS THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. XTORE WILL NOT BE LIABLE FOR SPECIAL, INDIRECT, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, ANY LIABILITY FOR THIRD PARTY CLAIMS AGAINST YOU FOR DAMAGES, FOR PRODUCTS NOT BEING AVAILABLE FOR USE, OR FOR LOST DATA OR LOST SOFTWARE. YOUR SOLE REMEDY, AND XTORE’S SOLE OBLIGATION, WITH RESPECT TO ANY PRODUCT DEFECTS OR FAILURES (REGARDLESS OF WHETHER YOUR CLAIM IS ASSERTED IN CONTRACT, TORT, STRICT LIABILITY OR OTHERWISE) SHALL BE (AT XTORE’S SOLE OPTION) REPAIR, REPLACEMENT OR REFUND OF THE PRICE PAID.
This warranty does not cover the upgrade of components including controller, CPU, memory, chipset, or other part of the product that may have changed since the original purchase of the product. For product upgrades, contact an Xtore sales representative for purchasing information. If we are not able to replace the product because it has been discontinued or is not available, we will replace it with a comparable product.
SOME STATES OR JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.
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