1. DOA (Defect On Arrival)

Defect occurs within three months of purchase.

2. IRMA (In Warranty of Return Merchandise Authorization)

Defect occurs after three months of purchase and before the warranty has expired.

3. ORMA (Out of Warranty Return Merchandise Authorization)

Defect occurs after the warranty has expired.

(1)

Fill out an "RMA request form" and send it by fax or email to the corresponding RMA person. If you do not know who the correct contact person is, please check Arbor's Web site or contact your Arbor sales representative.

(2)

Arbor's repair service personnel (RMA OP) will check that the "RMA request form" has been completed with precise information. Once this has been verified the customer will receive an RMA number.

(3)

If you need a defective product to be replaced rather than wait for the defective product to be repaired, this must be noted in your "RMA Request Form." Additionally, please pay attention to the following statement:
a. Only DOA products will be replaced. DOA products will only be replaced as long as products are in stock.
b. The customer is required to fill out a "DOA Replacement Agreement" and fax it to Arbor.

(1)

Returned products have to be packed properly to avoid damage during delivery.

(2)

DOA products: DOA products qualify for complete replacement and have to be returned with all accessories and user documentation that were included in the original purchase.

(3)

IRMA and ORMA products: Only the defective product should be returned. Non-defective accessories of IRMA and ORMA items (such as CPU, RAM, user documentation, or cables) should not be returned.

(4)

Please indicate your assigned RMA number on the package before delivery.

(5)

To speed up the repair procedure, please notify our RMA OP by email with information that includes the shipping date, quantity, and tracking number of your delivery.

(1)

Arbor's RMA OP personnel will check your product within eight hours of its arrival.

(2)

If the product arrives undamaged and conforms to the conditions described on the "RMA request form," it will be transferred to Arbor's RE engineers for repair.

(3)

If the product is damaged or there is some inconsistency with the "RMA request form" description, Arbor will contact and confirm the status with the customer before proceeding.

(1)

The repair engineer will repair the defect as described by the customer. The product will also be tested to ensure it is in proper working order.

(2)

If no additional problems are detected, Arbor will notify the customer.

(3)

If the customer does not reply within 48 hours and no failure occurs during testing, the product will be processed as NTF (No testing failure).

(1)

The customer will be charged for repairs if:

a. ORMA terms apply
b. IRMA or DOA terms apply, but it is determined by Arbor's repair engineer that the defect was caused by abuse, misuse or unauthorized repair.

(2)

Repair engineers will provide a repair report for RMA products that will be charged.

(3)

RMA OP personnel will send a report and P/I (Performance Invoice) to the customer for confirmation.

(1)

RMA OP personnel will properly pack the repaired RMA product along with a maintenance report.

(2)

The RMA number and quantity will be clearly marked on the package.

(3)

The customer will receive email notification of the product RMA number, shipping date, and tracking number.