Before sending back any equipment to Newtec, you need to obtain an RMA number. The RMA number is a prerequisite for a smooth and timely handling of your product to be repaired.
To request RMA numbers please contact our Customer Support Center or use the Service Desk tool.
Users with a Service Desk tool account
Please use the Service Desk tool to contact our Customer Support Center.
Users without a Service Desk tool account
Please contact our Customer Support Center via email.
Every customer will retrieve a Service Desk tool account after contacting our Customer Support Center.
Please only return the item listed under the RMA number. Newtec is not responsible for other parts (such as cabling, external amplifiers, other units...)
Newtec will not perform any repair activities towards products which have been returned without having obtained an RMA number.
Packaging
The product needs to be securely packed in a solid box, preferably in the original box. Transportation damage or damage due to bad packaging is the responsibility of the customer. If the unit arrives damaged, due to mishandling and/or transport, the warranty will be void.
The information label provided with the RMA number should always be put on the outer packaging in order to ensure a smooth and timely handling of your product.
Shipment
The return details will be given together with the RMA number. Please always stick the RMA label clearly on the packaging of the product.
Shipment of the product to Newtec is the responsibility of the customer /sender. Shipment costs are borne by the customer /sender. The returned product should be fully insured, as Newtec is not liable for any lost or damaged products during transportation.
The customer /sender is responsible for all additional material handling costs such as customs (international), fees and duties. In order to avoid any problem of your shipment, please include all declaration documents in the Service Desk tool.
Please refer to the RMA number during all future communication regarding this repair request.
The return shipment costs of the repaired product are borne by Newtec (Incoterm DDU city).
Warranty After Repair
Newtec standard services include all parts, labour, testing and a 3 month warranty after repair service on the repaired part.
Newtec Warranty Limitations
Product Misuse
It should be noted that in general, the Newtec standard warranty and standard repair fees, do not apply to any product that has been operated in a way which does not conform to the normal operating conditions of the product (ref. General conditions for sales and supply).
Newtec warranty does not apply to any product that has been misused in any way such that it would affect the reliability or performance of the product.
Significant damage due to product misuse:
- Heavy product damage (chassis, keyboard, back panel connectors)
- Visible water damage
- Unauthorised product modifications and replacements
- Broken warranty seal(s)
- DSNG application presumed generator exhaust particles inside the product
- Any other damage due to inappropriate use of the product
The above mentioned misuse types could possibly affect the product performance, either on a continuous or intermittent basis. It should also be noted that these damages might obscure the actual root cause(s) of the reported behaviour and increase the risk of faulty diagnosis, triggering the wrong repair actions.
The warranty does not cover replacement or repair necessitated by damage from any cause beyond the control of Newtec, such as acts of Nature (e.g. lightning or other natural and weather related events), wartime environments, ...
