Return Material Authorization Policy

General Terms

The purpose of this document is to stipulate the terms and conditions relevant to the Return Material Authorization (hereinafter referred to as “RMA”) process.  By requesting a RMA, you acknowledge that you and/or your organization agree to adhere to these terms and conditions, and are willing to accept the benefits, obligations, and responsibilities of this policy.  The process, terms, and conditions of this RMA policy are subject to change without prior notice.

Scannx, Inc., its designees or representatives (hereinafter referred to as “Scannx”) reserves the right to refuse the issuance of a RMA for any item, device, accessory, part, etc. that Scannx determines is ineligible based upon the RMA requestor’s currently accepted Assurance Agreement(s), and/or Scannx policy.  Scannx shall at its own discretion determine what constitutes a warrantied action item, and how said action is to be fulfilled.  Any warranty disputes will be resolved at the sole discretion of Scannx. 

A RMA is issued any time product (warranty and out of warranty) is returned.  During the RMA approval process, the RMA will be classified as either being under warranty, not covered by warranty or out of warranty.  The RMA requestor will be made aware of the warranty status when the RMA is requested.  The status will be determined by Scannx based upon the RMA requestor’s currently accepted Assurance Agreement(s), and/or Scannx policy.

If a RMA number is issued, it must be clearly present on the affixed shipping label and/or address label for that specific, authorized item.  The shipment must be made by a carrier capable of tracking the merchandise and providing proof of receipt by Scannx.  A tracking number must be supplied to Scannx at the time of shipment of the RMA item.  Once a RMA is authorized, the return product must be tendered to a carrier within five (5) business days of the issuance date, otherwise, the authorization is null and void.  Items returned without an RMA number, at the sole discretion of Scannx, may be refused, not accepted for return, returned to the point of origin at the sender’s expense, discarded, or any combination of the above.


Warranty-Based RMAs

The RMA requestor must have a current, up-to-date Assurance Agreement in place before any warranty-based RMA can be issued.  The reason(s) for the RMA request must also fall within the terms of the RMA requestor’s currently active Assurance Agreement.  Scannx shall at its own discretion determine if both conditions are satisfactorily met, and if a warranty-based RMA can be issued.  Approved warranty-based RMAs will either be Advanced Exchanges or Depot Repairs, and allow for the RMA requestor to receive a replacement or obtain repair service without additional cost.  Physical damage or alteration of any kind does not fall within the scope of what is covered by an Assurance Agreement, therefore, a bill may be sent to cover these additional repairs, if deemed necessary by Scannx.

Advanced Exchange

Once Scannx has determined that the RMA request qualifies as a warranty-based RMA, and the RMA requestor’s currently active Assurance Agreement includes a provision for Advanced Exchanges, an Advanced Exchange RMA will be issued.  An Advanced Exchange enables the RMA requestor to receive a replacement item first, along with a pre-paid shipping label.  Upon reception of the replacement(s), the RMA requestor will then use the replacement’s packaging along with the pre-paid shipping label to return the defective item(s) to Scannx.  All items must be returned – this includes all hardware, accessories, peripherals, and cables.  A bill will be sent for any missing items.  The RMA requestor accepts responsibility for all damages that result from improper packaging.  Pre-paid shipping labels must be activated by FedEx (or any other authorized carrier specified by Scannx) within five (5) business days of the client’s reception of the replacement item(s), as confirmed by carrier tracking.  Non-compliance will result in a cancellation of the RMA, deletion of the pre-paid shipping label and a bill will be sent for the full amount of the non-returned product(s).

Evaluation Systems

As evaluation systems are sent out on loan, they remain the property of Scannx.  Due to the limited evaluation period, evaluation systems fall under the same guidelines as Advance Exchanges.  All evaluation systems must be shipped back to Scannx by the “EVAL Date Due Back” date located on the invoice.  Extensions are possible at the sole discretion of Scannx, and must be requested ten (10) days in advance of the “EVAL Date Due Back” date.  To return the evaluation system, ship the system using the same boxes and packaging in which the system was sent, and use the supplied pre-paid shipping label to ship it back to Scannx.  All items must be returned – this includes all hardware, accessories, peripherals, and cables.  A bill will be sent for any missing items.  The customer accepts responsibility for all damages that result from improper packaging.  Non-compliance will result in a bill being sent for the full amount of the non-returned product(s).

Defective on Arrival

Within thirty (30) days of purchase, any item that is Defective on Arrival (DOA) may be eligible for an Advanced Exchange, regardless of the existence of a currently accepted Assurance Agreement.  Scannx shall at its own discretion determine if the requested item(s) qualify, and any disputes will be resolved at the sole discretion of Scannx.  If an Advance Exchange is issued, the guidelines for Advance Exchange are to be followed.

Depot Repair

Once Scannx has determined that the RMA request qualifies as a warranty-based RMA, and the RMA requestor’s currently active Assurance Agreement includes a provision for Depot Repair, a Depot Repair RMA will be issued.  A Depot Repair enables the RMA requestor to send in the defective item(s) to Scannx for testing and repair.  For all depot level warranty RMAs, the RMA requestor is responsible for the shipping costs associated with inbound freight of all authorized returned items to Scannx.  All products must be packaged properly and in a clean and reasonable condition.  Insurance is highly recommended as the sender is responsible for all damages of/to the returned items.  Once a RMA is authorized, the return product must be tendered to a carrier within five (5) business days of the issuance date, otherwise, the authorization is null and void.  A tracking number(s) must be provided to Scannx once the item(s) has been tendered to a carrier.  Non-compliance will result in a cancellation of the RMA, and a refusal of any items sent to Scannx using the cancelled RMA number.  After an item has completed testing and any needed repairs, it will be shipped back to the RMA requestor.  Scannx reserves the right to replace a defective unit, when it deems such action to be appropriate.


Out of Warranty Service

 

Out of Warranty Service applies to any RMA request for an item that is not covered by a currently accepted Assurance Agreement.  The issuance of an Out of Warranty RMA is contingent on the RMA requestor’s acceptance of being billed for the repair.  For Out of Warranty RMAs, the RMA requestor is responsible for the shipping costs associated with inbound freight of all authorized returned items to Scannx.  All products must be packaged properly and in a clean and reasonable condition.  Insurance is highly recommended as the sender is responsible for all damages of/to the returned items.  Once a RMA is authorized, the return product must be tendered to a carrier within five (5) business days of the issuance date, otherwise, the authorization is null and void.  Non-compliance will result in a cancellation of the RMA, and a refusal of any items sent using the cancelled RMA number.  After an item has completed testing and any needed repairs, it will be shipped back to the RMA requestor.  Scannx will not replace any out of warranty item.


Returns

Items that are ordered and subsequently have a RMA request submitted within thirty (30) days because they were incorrectly ordered, not needed, etc. will be subject to a 10% restocking fee with a $50.00 minimum charge.  Exceptions will only be made in cases where Scannx supplied written, incorrect part information to the customer.  After thirty (30) days, items may not be returned, however, they can be exchanged, pending the clearance of a restocking examination, and any associated fees.  The RMA requestor must also be willing to accept any differences in price if the products are not of equal value.  Any disputes with this policy will be resolved at the sole discretion of Scannx.  Scannx reserves the right to not accept some return items for credit.  


Repair Service Exceptions

Examples of items that may not be eligible for RMA are products that have been customized, redesigned or modified, as well as non-Scannx manufactured components and software.  Scannx reserves the right to classify any other unlisted item an ineligible based on current Scannx policy.  Scannx will bear no warranty responsibility for repairs or replacements of products by the customer which are performed outside of the normal Scannx authorized RMA process.


Packing Instructions

Touchscreen:

Scanner:

If you are returning the touchscreen PC in the original packaging, you will need to remove the PC base for all models except for the BSC5131.  If the touch screen version is BSC5131, you will need to return it to the “L” position prior to packaging, which includes returning the thumbscrews in the underside of the base to the “L” position to lock it in place.

Engage the shipping lock by sliding it into the “LOCK” position, ensuring that the scan head (light bar) is located to the far left (which is the home position) before packaging it.  If the scan head leaves the “Home” position as you move the scanner, the scan head is not locked.  Disengage the lock, power the scanner on, and allow it to return to the “Home” position.  Now, reengage the lock.

If you don't have any of the original packaging, please make sure to wrap it in foam or bubble wrap with at least 1 inch of material between the scanner and all of the box walls.  You can fill in the space with peanuts, just make sure the scanner doesn't move around in the box. Return it to Scannx at the address at the right.


For more information regarding Scannx customer support policies and programs, please visit Scannx Support Services.