WARRANTY & RETURN POLICY
All product(s) supplied by Global American Incorporated,
hereunder referred to as GAI, carry a full twelve (12) month Parts and Labor Warranty for repair(s) and a seven (7) day Replacement Warranty from the date of shipment from our facility. The details
of these are as follows:
Return Material Authorization Policy (RMA):
All returned product(s) must have been issued an RMA Number prior to being returned to GAI for repair/replacement. After accepting terms, and completing the RMA form on the next page, you will receive your RMA number. Please contact our RMA Team at (800) 833-8999 or (603) 886-3900 if you need assistance. To ensure timely and accurate processing of your request, please provide and have available the following information: Part #, Invoice #, Invoice Date, Original PO #, Original PO Date, Barcode #, and the Specific Problem you are experiencing. Please provide as much detailed information as possible regarding the material and its reason for return.
All returned items will be evaluated and reviewed by a GAI Technician. Each RMA will receive a Technician Report including the problem, resolution and corrective action. Should your repair/return incur any repair charges, they will be listed here. Products will not be repaired without written approval from the customer and will not be processed without a hard copy purchase order or credit card for any charges incurred.
Please see below for further details. General Return Conditions: Shipping Charges: - All shipping charges incurred by the Customer for the original shipment are non-refundable. All shipping charges, including duties and taxes, for product(s) returned to GAI will be paid for by the Customer. Replaced/returned material(s) under warranty and damaged due to manufacturer defect will be returned to the customer on GAI’s account. The Customer will be charged returned shipping on items under warranty with no error found or with damage due to user error, and items out of warranty. All shipments returned to GAI must be fully insured by the Customer through their chosen carrier. GAI will NOT be held responsible for any damage(s) to or loss of product(s) during transit to GAI.
- When returning product(s) to the Customer, GAI will ship the item(s) ground (least expensive) delivery. If the Customer wishes to use an alternative or expedited delivery, the cost of the delivery will be at the Customer's expense, less the cost GAI would have incurred for the same shipment sent Ground.
Duration of repair or replacement: - GAI has a standard six (6) to eight (8) week return/repair turnaround time, depending upon the nature of the repair(s) and availability of necessary components to repair and/or restore the product(s). It is GAI’s goal to provide all returns/repairs back to the Customer in a timely manner.
- Please include all the items received from GAI, including but not limited to, manuals, accessories, cables and digital media when returning product(s) for repair or replacement.
Other Conditions: - Global does not allow debit memos to be taken against any returned merchandise after 30 days from invoice date. Any debits will be immediately acted upon and could result in a hold being put on your account.
- Global has a strict $100 Minimum Order Quantity requirement. Orders under $100 will be subject to an additional handling charge.
- No returns are accepted unless accompanied by a GAI RMA number. The shipment will be rejected at GAI dock and returned if the RMA ship-tag is not on the carton.
- Custom products, Custom Configurations and ALL Software are not returnable or refundable.
- GAI MUST receive product(s) within ten (10) working days from the date the RMA # is issued. If product(s) is not received within ten (10) working days, the RMA # will become null and void. A new RMA # must be pulled in its place.
- Dead on Arrival (DOA) product(s) must be returned within fifteen (15) days from the date of shipment.
- All POs referencing a customer part number must be accompanied with a copy of that spec or the PO must indicate that the part number is "for reference only" or "not applicable to vendor.
- GAI must be notified within 15 days of ship date if product does not meet customer provided specifications. After that there will be a charge incurred for any bench time spent in rectification.
- Product(s) returned must be in the original factory packaging and must include a copy of the original invoice. All items included in the original shipment must be included when item is returned. Any return not in original condition or without all accessories will not be issued a full credit/refund.
- All GAI products are labeled with a barcode sticker/number. All incoming returns will be examined for barcode numbers. This barcode MUST be on the materials for your RMA to be valid. Items without a barcode will not be processed and removal of barcode voids any and all warranty.
- If the product(s) returned for repair is under warranty and cannot be repaired using EXACTLY the same components as originally used, GAI has the right to repair the product(s) using equivalent or ENHANCED components.
- The stated warranty ceases at the end of the duration from the date of the shipment regardless of the repairs or replacement made during the term of the warranty.
- Any and all modifications/alterations to items (including but not limited to soldering, cut pins, application of compound, etc. etc.) immediately voids any warranty. Destructive testing is not covered under warranty. If an item is returned and found to have been modified/altered, the customer will be charge a standard evaluation fee plus applicable repair charges.
- Flashing of BIOS, without prior written approval from GAI, automatically voids any and all warranties.
Applicable Fees & Charges:
Requests for Failure Analysis are accepted after receipt of a $500
one-time charge which does NOT include repair. Normal
turnaround time for failure analysis is six (6) weeks.
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