New Warranty Information & RMA Policy
(For USA & Canada Effective Date June 12, 2020) v1.03
Dear Customers,
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)
Products that cannot function in normal operation or have serious defects within 30 days of the original invoice are eligible for exchange or refund through your original retailer. Products returned to Tenda 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 the 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 within 30 days of the original invoice date.
Limited Warranty
Tenda Technology, Inc. (“Tenda USA”) provides a limited warranty on all eligible Tenda products purchased in the United States & Canada. The limited warranty covers failures due to defects in material or workmanship on devices, antennas, and accessories*. Packaging, software products, and technical data are not covered under the limited warranty. The limited warranty is only applicable to the original purchaser of the product. Proof of purchase and a complete product serial number is required to receive any services guaranteed as part of the limited warranty.
The limited warranty does not apply to refurbished products or products that were resold by unauthorized resellers.
Tenda USA does not provide refunds under the limited warranty in any condition. Tenda will replace defective units with factory refurbished products. If a factory refurbished unit is not available, then the defective unit will be replaced with a brand-new product. If the defective unit Is discontinued, end of life, or out of stock, Tenda will replace it with the product(s) of equivalent value or features. Product warranty periods do not renew with replacement units. The original purchase date and the warranty period will apply to replacement products.
Warranty Will Not Cover any of the following conditions:
1) Any defects or damages caused by normal wear and tear, accidents, improper installation or maintenance, misuse (including failure to follow product documentation), neglect, disassembly, alterations to the hardware or supporting setting files, servicing other than by Tenda USA authorized technicians, and external causes such as, but not limited to, natural disaster, water damage, extreme thermal or environmental conditions.
2) Products exceeding 36 months warranty period will not be processed.
3) Products missing serial numbers or altered in any way.
4) Products having labels or glue that cannot be removed.
5) Products with physical, or concealed damage (e.g., externally, or internally damaged).
6) Any defects caused by software, virus, or improper use of self-made, non-public or third party/open source software.
7) Any unauthorized obliteration or tearing up of the product bar code.
8) Any defects caused by transportation or loading during returning voyage 9) Any other defects that are not caused by workmanship or product quality.
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 oneyear 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. 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. To obtain an RMA number, the following information must be provided
i. Customer name
ii. Telephone number
iii. Email address
iv. Shipping address
v. Product Model Number
vi. Product description
vii. Serial Number
viii. Defective description for each item
ix. Copy of purchase invoice, or retail receipt
To obtain an RMA number, you may contact
x. Calling 1-800-570-5892 during normal business hours (Mon - Fri, 9:00 AM – 6:00 PM PST)
xi. Email for RMA: usrma@tenda.com.cn
xii. Email for Tech Support: support@tenda.com.cn, Support.usa@tenda.com.cn
xiii. 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 that have been received improperly packaged.
4. The goods must be returned with all original accessories (including, 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 Authorized Technician, the 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.
8. 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 trackable shipping method.
Return & Refund Policy
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.
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.
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. If 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.
