Skip to main content
Support

RMA Process

How to report a faulty unit, get an RMA number, and send it in for repair or replacement.

Why It Matters

You get an RMA number, a 7-day timeline, and no guessing on cost.

We issue your RMA number before you ship anything, repairs take 7 working days, and we check your warranty status upfront so you know whether the repair is free or chargeable — before, not after.

Warranty Checked
Free or Chargeable Repair
RMA Number
Issued Before Shipping
Carry-In
Ship to Service Center
7 Working Days
Repair Turnaround Time
Technician performing precision repair work on a circuit board
How It Works

RMA Process Flow

Report a fault, get an RMA number, and track your unit through repair or replacement. Each step is outlined below.

Our Commitment

Repair Commitment & Packaging

Repair Commitment

MRO‑TEK will repair faulty products free of charge (if the fault occurs under the warranty period) within 7 working days from the date of product delivery. This warranty is contingent upon proper use of the products, and does not apply to products that are modified or subjected to unusual physical or electrical stress, misuse, abuse, or unauthorized repair.

See the full Warranty Policy →

Packaging Requirements

MRO‑TEK may refuse to accept any product that is not packaged and shipped using packing materials sufficient to prevent either accidental opening of the carton or damage to the product resulting from normal handling during shipment.

Technician servicing networking hardware on a workbench
1Customer reports the failed product with serial number and issue description to MRO‑TEK/Partner.
2MRO‑TEK/Partner engineer checks the device remotely (if required) and shares the RMA form with the customer.
3MRO‑TEK checks the device's warranty status and updates the customer accordingly — under warranty: repair free of charge; out of warranty: repair chargeable.
4Customer fills the RMA form and shares it with MRO‑TEK/Partner.
5MRO‑TEK generates the RMA number and shares it with the customer.
6Customer pays transportation charges and sends the faulty unit to the MRO‑TEK/Partner office or service center.
7MRO‑TEK repairs the device and sends it back to the customer (repair TAT is 7 working days).
8For out-of-warranty devices: MRO‑TEK/Partner pays the transportation cost to send the device back.
9Unit is sent back to the customer after the RMA repair payment process is complete.

Exclusions

If the product fails during the warranty period under normal use, MRO‑TEK will repair it free of charge. The following circumstances are not within the scope of warranty repair:

Product not properly grounded, or power supply not conforming to the standard
Product operated other than according to the provided instructions
Non-swappable modules or cables swapped while the product is powered on
Software or hardware upgraded other than according to the product instructions
Product maintained or repaired somewhere other than MRO‑TEK or an authorized service center
Model or serial number of the product submitted for maintenance does not match the unit returned
Damage caused by irresistible natural disasters, such as earthquakes, floods, and lightning strikes
Hardware that is burnt, water-soaked, physically damaged, or damaged due to any natural calamity — free replacement is not provided and the warranty stands null and void
Damage caused by the logistics company during transportation, or other non-product quality issues
New functionality requested by the customer that exceeds the manufacturer's original commitment
Other non-product quality problems

Get in Touch

To report a fault and begin the RMA process, contact:

Mobile
+91 9821558696
Email Us
support@mro-tek.com
Need to raise an RMA?
Contact our support team with the product serial number and a description of the fault to get started.
Send Enquiry