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RMA Terms

This document outlines the RMA (return materials authorisation) policy. It covers all our terms and conditions and the requests for product returns by customers. These include warranty return and repair, advanced replacement for ‘dead on arrival’ and incorrect products.

Units will be categorised according to age, warranty period for the product and nature of fault as follows:

Dead On Arrival (DOA)

A unit which is DOA will not work within seven days of the date of receipt. We will replace it with a new unit subject to availability.

Failure within manufacturer’s warranty period

If a faulty product purchased from fails to work within the manufacturer’s warranty period, we will return it to the manufacturer on our customer’s behalf. Please be aware that Moxa’s full Terms and Conditions apply.

Failure outside manufacturer’s warranty period

If an item fails outside the manufacturer’s warranty period we will give our customer advice on whether it is financially viable to have it repaired.

Notes on RMA Policy:

1. No Fault Found

Please be advised that if a product has been returned to us ‘faulty’ but is found to have no fault, it will be returned to our customer and there will be a £50.00 (€55.00 / $60.00) engineering and administration charge imposed.

2. Damaged Goods

If a faulty item is returned damaged to we will not be liable for the cost of repair because the damage will invalidate the manufacturer’s warranty.

3. Incorrect Goods

If a customer purchases the wrong item we may consider receiving it back together with a 35% restocking and exchange fee. This is subject to approval and must occur within 7 days of the date of the invoice.

4. Freight Costs

Any customer returning goods to must ensure that all freight and duty costs are fully paid.

5. RMA Number

Please do not return RMA products without speaking to us first and obtaining an RMA number.

6. RMA Processing Time

Please be aware that the RMA processing time can take up to 10 weeks. Please contact us for more information.