How to Request an RMA (Return Merchandise Authorization)

In order to start the RMA process — please open a ticket with the support team providing as much information as possible to help expedite this process.  Please attach any useful information in addition to the completed form (i.e. log files, pictures of damage/labels etc).

DETAILED TERMS POLICIES AND PROCEDURES ARE BELOW 

Tarana Wireless RMA Policy and Process for Hardware Repair and Return

1. During the warranty period, Tarana Wireless will repair (or replace at Tarana Wireless discretion) a malfunctioning product and return a functioning product to the customer’s site within twenty (20) business days of Tarana’s initial receipt of the faulty product.
2. Return of the malfunctioning product to Tarana is at the customer’s expense and subject to Tarana’s Return Materials Authorization (RMA) Policies and Procedures.
3. The customer is responsible for de-installing and returning defective hardware to Tarana. A RMA is valid for 30 days. If the product --authorized for return-- is not received within the 30 day period, then the authorization becomes void. Once an RMA is canceled, a product will not be accepted upon receipt by Tarana, but will be returned to the customer at the customer’s expense.
4. Upon receipt, Tarana will analyze a returned product. If it is found not to be operating within published product specifications, it will be repaired or replaced. If it does operate within published specifications, it will be considered a “No Fault Found” unit, and the customer will be billed a $300 “NFF” charge at Tarana’ then-current rate, which may vary by product. The “NFF” charge applies to all products, whether in or out of warranty, at the time an RMA is issued.
5. In case a unit is found to be irreparable due to external factors, such as lightning damage or corrosive intrusion, Tarana will provide the option of returning the unit for a shipping fee or to scrap at no cost to the customer.
6. Re-installation of the repaired or replaced product is the customer’s responsibility and the customer will be responsible for all expenses related thereto.
7. Warranty repaired or replaced hardware is warranted to be free from defects in material, manufacture, and workmanship, and will conform to applicable Tarana Wireless’ specifications for the remainder of the original warranty period, or 90 days from the date the unit was shipped back to the customer -- whichever is greater.
8. Out-of-warranty products that are repaired or replaced are warranted to be free from defects in material, manufacture, and workmanship for 90 days from the date the unit was shipped back to the customer.

Return Material Authorization (RMA) Policies and Procedures

RMA requests go through the Tarana Wireless Technical Assistance Center. Customers may forward requests to Technical Support via email: support@taranawireless.com.

When contacted, Tarana support personnel will gather the information necessary to generate an RMA number. RMAs are issued solely for the repair of a confirmed defective device, or a device that is recommended for RMA by Tarana TAC personnel after attempting to recover/restore normal device operation.

Once the required information is received, Tarana Wireless’ RMA coordinator will issue an RMA number and will send a confirmation email with that RMA number -- along with the shipping address for the product being returned.

If the subject hardware is being replaced, then the email will include tracking information for the replacement material being sent. The customer is requested to provide tracking information for any product being returned for repair.

Conditions & Exceptions

1. All Tarana Wireless hardware and software must be used, handled, installed, transported, stored, and shipped in accordance with applicable Tarana Wireless specifications and documentation.
2. All warranties are made to the original purchaser and are not transferable.
3. Repair, modification or alteration of Tarana Wireless hardware or software by anyone other than Tarana authorized personnel voids the applicable warranties
4. Removal or alteration of tamper labels / screws / product labeling including, but not limited to, serial number, revision level, part number, model number or date code will void the applicable warranty.
5. Proper packaging is to be used for returned items. A product that is damaged due to poor packaging will be returned to the Customer, un-repaired, unless the customer agrees to additional charges related to the associated damage. The Customer should contact Tarana Wireless for packaging instructions, if the original packaging is unavailable.
6. Failures due to acts of nature or external equipment (e.g. lightning, electrical transients, over/under voltages, etc.), corrosive elements, abuse, neglect, physical impact, or similar damages are not covered by Tarana’s warranty.
7. Tarana Wireless assumes no responsibility or liability for materials returned without an RMA, or returned without a legible RMA number on the return packaging.