Return Merchandise Authorization (RMA)
30 Day Money-Back Guarantee
We want you to be fully satisfied with every item that you purchase from Phytools. If you are not completely satisfied with an item that you have purchased, you may return the item within 30 days from the order date for a full refund of the purchase price (not including Shipping & Handling charges).*
* The item must be returned in unused condition with original packaging (including inserts, manuals, and accessories) to ensure full credit. Customer is responsible for return shipping charges and must provide tracking information. Provided these conditions are met, Phytools will issue the refund within 3-5 business days from receipt of the return shipment. This policy does not apply to software, custom hardware or other special made-to-order parts.
Requesting a RMA
Any hardware product purchased from Phytools must have a Return Merchandise Authorization (RMA) assigned before Phytools will accept the return of the product for repair, rework, analysis or refund. Product returned to Phytools without an RMA number will be refused.
To request a RMA, please read through the information below, then email request to sales@phytools.com and include the following information:
- Part #
- Serial #
- Failure Description / Reason for Return
Phytools will typically respond to RMA requests within 24 hours. If the RMA request is projected to take longer than 24 hours to process, notification will be sent to indicate status. Once the RMA request has been approved, Phytools will email a RMA document, including number and shipping instructions to the contact person listed on the submitted form. If the RMA request is not approved, the contact person will receive an email with detailed explanation.
Once assigned, RMA numbers are valid for 30 days. If the product authorized for return is not received by Phytools within 30 days of the RMA being issued, the RMA will be cancelled. If an RMA is cancelled, the contact person for the RMA will be notified and a new RMA request form will need to be completed and submitted to Phytools for approval.
RMA numbers issued for hardware purchased from Phytools will fall into one of three categories listed below. Submittal of RMA unit(s) to Phytools signifies acceptance of the conditions and possible fees as outlined. Please direct any questions to sales@phytools.com.
RMA Unit(s) Under Warranty:
Phytools warrants products from manufacturing, materials and functional defects for twelve months after date of shipment. Assessment of functional defects shall be determined by submittal of RMA units to Phytools’s Standard Product Test. RMA units with manufacturing, material or functional defects shall be repaired or replaced by Phytools at no cost to the purchaser. Upon mutual agreement, Phytools will issue the purchaser a refund/credit for non-functional units. Please note that Phytools cannot exchange or issue a refund/credit for merchandise that has been altered by the purchaser (section 10.2).
RMA Unit(s) Under Warranty, Pass Standard Product Test:
If RMA units returned to Phytools under warranty subsequently pass Phytools Standard Production Testing with no trouble found, the purchaser agrees to take back the RMA units and pay shipping cost for the return shipment.
Generation of invoice(s) for such RMA processing shall be at Phytools’s sole discretion. Total time spent to test a returned unit shall not exceed the cost of product replacement, unless mutually agreed between Phytools and Customer.
RMA Unit(s) Out of Warranty:
If agreed upon between Phytools and Customer, merchandise that is out of warranty may also be returned to Phytools for test and repair. For such returns, the purchaser agrees to pay Phytools the actual cost of repairing the defective unit including replacement components and labor.
Generation of invoice(s) for such RMA processing shall be at Phytools’s sole discretion. Total time spent to test a returned unit shall not exceed the cost of product replacement, unless mutually agreed between Phytools and Customer.