United States resident end user customers who are the original purchasers of ExcelStor storage products covered under the Limited Warranty may be eligible to apply for ExcelStor's RMA Service. Under this service, in the unlikely event of a product defect, ExcelStor will replace the product.
This RMA Service is only available to end users who have purchased an ExcelStor Storage Product for personal or business use, and not for resale.
No Product may be returned directly to ExcelStor without first contacting ExcelStor for an RMA number. If it is determined that the Product may be defective, you will be given an RMA number and instructions for Product return.
Only if the product is within the warranty period shall an RMA Number be issued. Once an RMA Number is issued, the end user should package and ship the malfunctioning product, per ExcelStor's Packaging & Shipping Guidelines, to ExcelStor's Warranty Center in Longmont, Colorado. The product must be received by ExcelStor within fifteen (15) calendar days from the date the RMA was issued. The end user will receive a replacement product generally within two (2) business days of ExcelStor's receipt and validation of the warranty for the malfunctioning product.
No credit card is needed to secure the replacement product. ExcelStor suggests the method of shipment be Federal Express, UPS or another freight carrier which tracks individual shipments. The customer is responsible for all charges related to any expedited shipping services requested. ExcelStor does not assume responsibility for the product during shipment from the customer's site to ExcelStor.
Ensure that serial numbers requested are read from the product itself, not the box or container the product was received in.
All items returned must have all customer's labels and notes removed from them completely prior to returning to ExcelStor. Please return only the defective part without any accessories. Accessories including manuals, cables, driver discs, retail boxes etc may not be returned. ExcelStor will not be responsible for accessories returned with RMA products.
Returned items must match quantity, DCC number and serial number of request. Any items that do not match will be rejected.
When signing for packages delivered for RMA, ExcelStor is confirming receipt of the package only. This is not a verification of the contents of the package. Any additional items, items different to RMA or missing items will be rejected upon processing.
All products shipped to ExcelStor must have the RMA Number clearly marked on the outside of the packaging to ensure proper receipt.
This RMA service does not apply to products that fall under any of ExcelStor's then current Warranty Exclusions, including a purchaser's failure to return defective products to ExcelStor in compliance with ExcelStor's then current Packaging and Shipping Guidelines. ExcelStor does not provide replacement or repair service for any damage outside the scope of the Limited Warranty. Items that are physically damaged, misused, tampered with, altered or missing warranty stickers or serial numbers are void of warranty. Any items returned under any of these conditions will be rejected and discarded after 14 days. Replacement products assume the remainder of the Limited Warranty period applicable to the defective product.
All inquiries into RMA status must be made within 90 days of RMA number expiry. RMAs older than this without inquiry will be closed. The RMA department will not process requests for information regarding RMAs over 90 days expired.
This RMA service is only available in the U.S. for products purchased from authorized ExcelStor distributors.
Returns will be sent UPS ground within the continental USA only (excluding AK, HI, PR, GU). Please note that ExcelStor will only be able to handle replacement requests within the United States. If you are located in Canada or Latin America, please contact your local reseller for the warranty service.
Please note that in some cases it may be easier, faster and cheaper to return products for repair or replacement to the retailers.
Packaging and Shipping Guidelines
