Product Return – Return Merchandise Authorization (RMA)

Before returning product to Datalux, please make certain that the product must be returned for service.

Check all power connections and settings, check FAQs, and call Customer Support to determine if the product can be repaired without requiring a return. Software downloads are available online. If you have determined that the product must be returned for service then proceed with the RMA Number request. Turnaround time for warranty returns is targeted at less than 5 business days; non-warranty returns have a target of 15 business days or less. Expedited service is available and 1 additional hour of labor is charged for expedited service. For non-warranty repairs, expedited service requests will be receive the the same as warranty service. Turnaround times are not guaranteed and any estimates as to when a unit is returned is only an estimate.

Datalux offers a 3 year warranty on Tracer and IPIX all-in-one computer systems and a 1 year warranty on most other products. Check the date of manufacture on product label. See Standard Warranty for details, limitations and exclusions.

Is this product covered by warranty?*
(Note: if you are returning some products covered by warranty and some not covered, please do separate RMA requests for each.)
Non-warranty returns are subject to a pre-approved, non-refundable 'Analysis Fee' that will be shown as 'labor' on the final repair quote. Effective 1/1/2011, the Analysis Fee is $130 for the Tracer, IPIX, LCD monitor and Tracer Keyboards or $65 for SpaceSaver Keyboards. Prior to analysis or diagnostic work on your product, Datalux must receive a purchase order (requires prior credit approval) for the Analysis Fee. The purchase order should be received by email, fax or enclosed with the returned product. Without prior credit approval, a credit card, check or money order will be accepted.

Purchase order must include RMA # (or serial #), Bill-to Address, Ship-to Address, Contact Name, correct part numbers and prices, net 30 terms (requires prior approval) shipping instructions (Datalux default return shipper is FedEx Ground).

Check or money order payable to Datalux Corporation must include RMA # (or serial #). Credit Card info can be accepted only by phone or fax: Card Type, Card #, Cardholder Name, Expiration Date, 3 or 4 digit security code, issuing bank and phone, bill-to address, Ship-to address, Contact Name, shipping instructions (Datalux default shipper is FedEx Ground.)

Returns received without Analysis Fee payment will not enter repair center and may be refused. Final repair quotes that are not approved are not approved within 30 days after the quote is sent will be returned without repair.
Notice*
- I agree to provide payment information to Datalux, otherwise my return may be refused.
Returns covered under warranty will generally be covered at no charge. Non-warranty returns are subject to a pre-approved, non-refundable “Analysis Fee” that will be shown as ‘labor’ on the final repair quote. Effective 1/1/2011, the Analysis Fee is $130 for the Tracer, IPIX, LCD monitor and Tracer Keyboards or $65 for SpaceSaver Keyboards. Prior to analysis or diagnostic work on your product, Datalux must receive a purchase order (requires prior credit approval) for the Analysis Fee. The purchase order should be received by email, fax or enclosed with the returned product. Without prior credit approval, a credit card, check or money order will be accepted.

Datalux will contact you regarding this return. If the product is not covered by warranty, you will receive further information regarding payment options.
How many products are you returning?*
If you have a general technical question and do not need to request an RMA product is not listed – please contact us here.
1. Please complete all fields of this form.
2. Datalux will assign an RMA number and will e-mail an RMA confirmation with a Datalux RMA shipping label.
3. Attach the completed Datalux RMA shipping label to each package. Make duplicates if necessary.
4. When returning products, pack in original shipping containers. Damage or loss of goods during shipment is the sole responsibility of the customer. Insufficient packaging may result in loss of warranty. Please back-up your hard drive. Datalux is not responsible for software loss.
5. Always include power supplies and any other factory supplied peripherals. NOTE: The RMA label with RMA number on it must be on each package returned to Datalux. Packages without the RMA number clearly printed on the outside of the box will be returned to sender. Write down your RMA number because it is the primary number used to track returns.
6. Ship RMA products freight prepaid. After repair, Datalux will return the product FedEx ground -- prepaid for warranty items. For other shipment methods, customer must pay the difference in freight. Out of warranty items will be invoiced for any parts, labor and shipping charges. Products shipped to Datalux without RMA numbers or freight prepaid will be refused.
Consent*
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RMA Form
Contact Name*
First Last
Organization Name
Work Phone*
Fax
Email*
Return Shipping Address*
Street Address City State / Province / Region ZIP / Postal Code Country
Billing Address (Applicable to Billable / Non-Warranty Returns only)*
Street Address City State / Province / Region ZIP / Postal Code Country
You will need to locate the model number, serial number and manufacture date of your product. Look for the Datalux label on the back of the product for the following information:
Product 1
Product*
Model #
Serial #*
Manufacture Date
Date Format: MM slash DD slash YYYY
Problem Comments*
For multi-unit returns, enter serial number and problem description here for each
Product 2
Product*
Model #
Serial #*
Manufacture Date
Date Format: MM slash DD slash YYYY
Problem Comments*
For multi-unit returns, enter serial number and problem description here for each
Product 3
Product*
Model #
Serial #*
Manufacture Date
Date Format: MM slash DD slash YYYY
Problem Comments*
For multi-unit returns, enter serial number and problem description here for each
Product 4
Product*
Model #
Serial #*
Manufacture Date
Date Format: MM slash DD slash YYYY
Problem Comments*
For multi-unit returns, enter serial number and problem description here for each
Product 5
Product*
Model #
Serial #*
Manufacture Date
Date Format: MM slash DD slash YYYY
Problem Comments*
For multi-unit returns, enter serial number and problem description here for each
Product 6
Product*
Model #
Serial #*
Manufacture Date
Date Format: MM slash DD slash YYYY
Problem Comments*
For multi-unit returns, enter serial number and problem description here for each
Product 7
Product*
Model #
Serial #*
Manufacture Date
Date Format: MM slash DD slash YYYY
Problem Comments*
For multi-unit returns, enter serial number and problem description here for each
Product 8
Product*
Model #
Serial #*
Manufacture Date
Date Format: MM slash DD slash YYYY
Problem Comments*
For multi-unit returns, enter serial number and problem description here for each
Product 9
Product*
Model #
Serial #*
Manufacture Date
Date Format: MM slash DD slash YYYY
Problem Comments*
For multi-unit returns, enter serial number and problem description here for each
Product 10
Product*
Model #
Serial #*
Manufacture Date
Date Format: MM slash DD slash YYYY
Problem Comments*
For multi-unit returns, enter serial number and problem description here for each
Email
This field is for validation purposes and should be left unchanged.

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