New Warranty Information & RMA Policy
(For USA & Canada Effective Date January 1, 2016) Rev. 01-01-2016
Thank you very much for choosing Tenda products. Tenda Technology, Inc. values your business and always attempts to provide you best-in-class service. This warranty service is provided for products sold in the USA and Canada by Tenda Technology, Inc.
Shelf Warranty (DOA)
Items that cannot function in normal operation or have serious defects within 15 days of the original invoice are eligible for Shelf Warranty (Dead On Arrival). Items returned under Shelf Warranty are required to have original packaging intact to obtain a replacement. The RMA process will be considered under the Limited Warranty and should comply with policies of the Limited Warranty. Tenda Technology, Inc. will cover shipping and handling costs from the customer location to Tenda USA and back to the customer, if deemed DOA.
Products that cannot function in normal operation during the Shelf Warranty period – 15 days - described above are eligible for exchange, or refund through your original retailer. Products eligible under the free Limited Warranty are covered for both parts and labor by Tenda Technology, Inc.
Warranty Will Not Cover any of the following conditions:
1. Products exceeding warranty period will not be processed.
2.Products missing serial numbers or altered in any way.
3.Products having labels or glue that cannot be removed.
4.Products with physical, or concealed damage (e.g., externally or internally damaged).
5.Any unauthorized modification to the support setting files,or any unauthorized disassembly and repair.
6.Any defects caused by software, virus, or improper use of self-made and non-public software.
New Warranty Period
The New Warranty Period terms described here apply to all Tenda Technology, Inc. products sold in the USA & Canada): 36 months (3 years) of warranty coverage from date of purchase on receipt/invoice.
Note: Only purchase orders, invoices, or receipts dated after January 1, 2016 will be under the New Warranty coverage. Orders received before January 1, 2016 have a one-year warranty coverage from the original purchase date.
Return Merchandise Authorization (RMA) Policy
1. The Return Merchandise Authorization (RMA) policy is for products that are qualified to be returned for repair, or replacement within the New Warranty Period. Tenda Technology, Inc. will issue an RMA number before the customer is authorized to return RMA products. In order to process an RMA claim, Customers are required to pay for any expenses (shipping and handling) back to Tenda Technology, Inc.unless agreed to otherwise by Tenda before shipping. RMA claims will be closed within 10 working days upon receiving goods,unless items for exchange are in shortage/discontinued.
2.In order to obtain an RMA number, the following information must be provided:
v.Product Model Number
viii.Defect description for each item
ix.Copy of purchase invoice, or retail receipt
In order to obtain an RMA number, you may contact:
i.Calling 1-800-570-5892 during normal business hours (Mon - Fri, 9:00AM – 6:00PM PST)
ii.Email for RMA: firstname.lastname@example.org
iii.Email for Tech Support: email@example.com
iv.RMA form will be received by e-mail only.
3.The warranty will not cover damage as a result of an accident, alteration, physical damage, and forces of nature, such as fire, flood, wars…etc.; Warranty also does not cover products which have been received improperly packaged.
4.The goods must be returned with all original accessories (including box, cables,drivers, manuals, accessories, etc.), otherwise they will be returned in the same condition they were received by Tenda Technology, Inc.
5.If an RMA return product cannot be fixed within 10 business days of receipt by Tenda,customer will receive a replacement of the same, or equivalent product. In the case that the same, or equivalent product is no longer available, a free product upgrade with the same functions will be issued. Otherwise, a refund will be issued in the form of a company check, or credit memo. Credit/refund amount will be issued based upon the purchase price, or the latest price, whichever is lower within the same or equivalent product. Refund deductions will be made for every missing item.
6.It is required to attach the RMA form along with a packing list, including the issued RMA number, labeled on each shipping box. Returns must be shipped freight prepaid and insured. All freight collect shipments will be refused by Tenda Technology, Inc.
7.If the product information is incorrect, or there is a quantity mismatch with listed items on the RMA request form, the customer will be immediately notified about such discrepancies. Tenda Technology, Inc. will only recognize the RMA quantity for which is received. Tenda Technology, Inc.reserves the right to refuse any improper RMA claim and therefore,refuse to provide warranty/RMA services for such a claim.
Return & Refund
Our Return & Refund Policy is limited ONLY to products purchased directly from our Tendaus.com web site store and the procedure for return must be initiated within 30 days from the date the item was delivered. Please note that for items purchased from other retailers, we can only assist in warranty support.
In order to qualify for a full refund of the purchase price of the product (exclusive of initial shipping and handling charges), you must contact the Tenda Technical Support team and obtain an RMA number within the specified time frame of the said product. The product must be returned to Tenda Technology, Inc.in its original packaging and in new condition.
Please note that the RMA number must be noted on the outside of the returned product’s package. You will be considered to have taken all the necessary steps to ensure that the product is delivered to Tenda Technology, Inc.,including paying all shipping charges, in returning the product to Tenda Technology, Inc.We suggest that you select a shippingmethod that is traceable.
Risk in the returned product only passes to Tenda Technology, Inc.when the product is received by Tenda Technology, Inc.Tenda shall not be responsible for items lost in transit to us. You will receive a refund of the purchase price that you had paid for the returned product (excluding any charges for the initial shipping and handling of the product to you) within 10 business days of Tenda’s receipt of the returned product. In the event that the procedure herein is not followed, Tenda reserves the right to accept the return of the product on such terms that it may determine at its sole discretion.