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RMA Procedure
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RMA Procedure

Returns Material Authorisation (RMA)

Products delivered with a fault, or those that develop a fault within the lifetime of the manufacturer warranty, can only be returned to altoHiway by following the process detailed below.

  1. A call must be logged with the altoHiway support helpdesk and initial diagnostics completed.
  2. Following the completion of diagnostics; the altoHiway support helpdesk will initiate an RMA if it is felt that a product supplied by altoHiway may be faulty.

  3. altoHiway operations team will submit an RMA request form that must be completed and faxed/Emailed back to them by the customer before the RMA process continues.

  4. Upon receipt of a fully completed and validated RMA request form; the altoHiway operations team will arrange for a replacement product to be dispatched within 1 working day to the customer to arrive by the end of the following working day.

  5. altoHiway operations team will raise an invoice to the customer to the value of the replacement product supplied.

  6. The customer should immediately return the faulty product in its original packaging, including all cables, spares and documentation originally supplied as per the instructions contained on the RMA request form. Returned product must be delivered to altoHiway by courier or other traceable method at the expense of the customer.

  7. Upon receipt and validation of the returned product within the timescales detailed on the RMA request form; altoHiway operations team will issue a credit to negate the value of any invoice amounts due as detailed in point 5.

 
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