Common RMA Regulations

Introduction

Replacement of equipment must de done in accordance with the steps described below according to your country. If a fault is confirmed, you need to ship an item(s) to Wildix, below is the list of addresses:

1. Europe, except the UK: 

2. The UK: 

3. The USA: 

CAPEX RMA requests 

Italy/ DACH 

1. Open an RMA request on SFPC

2. After the request is applied, Wildix RMA Service verifies it and its warranty coverage

3. If the fault is confirmed, ship an item(s) to Wildix Italy at your own expense

4. Upon receiving the item, Wildix checks and replaces/ recovers it and ships it back to you at Wildix expense

5. If the item is found to be accidentally damaged, it is scrapped. In this case, Wildix RMA Service contacts a person who opened the RMA request, attaching photos or other evidence

France

1. Open a case on SFPC for Support France to report any faults with an item(s)

2. Wildix Tech Support France verifies the request and its warranty coverage. If the fault is confirmed and the item is covered, open an RMA request on SFPC and when done and a return label is provided (at Wildix expense) for sending, ship the item to Wildix Italy at your own expense

3. Upon receiving the item, Wildix checks and replaces/ recovers it and ships it back to you at Wildix expense

4. If the item is found to be accidentally damaged, it is scrapped. In this case, Wildix RMA Service contacts a person who opened the RMA request, attaching photos or other evidence

UK 

1. Open a case on SFPC for Support UK to report any faults with an item(s)

2. Wildix Tech Support UK verifies the request and its warranty coverage. If the fault is confirmed and the item is covered, open an RMA request on SFPC and when done and a return label is provided (at Wildix expense) for sending, ship the item to Wildix UK

3. Upon receiving the item, Wildix checks and replaces/ recovers it and ships it back to you at Wildix expense.

4. If the item is found to be defective, it is scrapped and a credit note is issued. If the item is recovered, it is shipped back to you at Wildix expense

USA

1. Open a case on SFPC for Support USA to report any faults with an item(s)

2. Wildix Tech Support US verifies the request and its warranty coverage. Next, the Partner should send a request for a return label via email to logistics@wildix.com with RMA number, dimensions and the weight of the box

3. The Partner will receive and email from UPS with the Return Label and use it to ship the item to Wildix USA at Wildix expense

4. Upon receiving the item, Wildix checks and replaces/ recovers it and ship it back to you at Wildix expense

OPEX RMA requests

Italy/ DACH

1. Open a HWaaS Replacement case on SFPC

2. Wildix RMA Service verifies it and ships a replacement item or spare parts immediately at Wildix expense and arranges the collection of the defective item 

France

1. Open a HWaaS Replacement case on SFPC

2. Wildix RMA Service or Tech Support France verifies it and ships a replacement item or spare parts immediately at Wildix expense and arranges the collection of the defective item 

UK 

1. Open a HWaaS Replacement case on SFPC

2. Wildix RMA Service or Wildix Tech Support UK verifies it and ships a replacement item or spare parts immediately at Wildix expense and arranges the collection of the defective item 

USA

1. Open a HWaaS Replacement case on SFPC

2. Wildix RMA Service verifies it and ships a replacement item immediately at Wildix expense and sends a Return label via UPS email to send back the faulty device

3. Ship the faulty device to Wildix USA at Wildix expense 

Any Country: RMA CAPEX: Out Of Box Failure (OBF) / Dead On Arrival (DOA)

• If you receive an item(s) that turns out to be nonworking after unboxing (OBF/ DOA), Wildix RMA Service replaces it with a new one

• If there are no new items in inventory, Wildix can offer refurbished ones or propose to wait for new items arrival

• If you return a used item(s) under 1y or 5y warranty, Wildix may replace it by both, a new or a refurbished item