PRODUCT RETURNS PROCEDURE (RMA)

Metasphere confirm that the Products supplied by Metasphere will:

Point Colour User Guide
Be without fault and conform in all respects with the Specification and the Order and shall be to the entire satisfaction of the Purchaser
Be free from defects in design, material and workmanship
Comply with all applicable statutory and regulatory requirements
Comply with all applicable laws, enactments, orders, regulations and other instruments relating to the manufacture, packing, packaging, marking, storage, handling and delivery of the Goods

However, in some instances, it may be necessary to return a product to Metasphere for inspection and/ or repair.

The procedure for returning a product for inspection and/ or repair is as follows:

Contact our Technical Support team requesting a product return
Provide full details of the issue you are experiencing
Provide the serial number of the product you wish to return
Our Support team will raise an RMA number, which will be sent to you via email
Return the product to Metasphere, quoting the RMA number on all documentation. Metasphere does not accept responsibility for products returned without an RMA number
Once received, Metasphere acknowledges receipt of the returned product

All products returned under warranty, will be inspected and/ or repaired free of charge.

Once received by us:

All products returned outside of warranty, will incur an inspection and/ or repair fee

Once received by us:

If a product can be repaired

We will send you a full service quotation for the work to be carried out
If you authorise the work to be carried out, you will need to raise a purchase order for Metasphere to carry out the repair work. Please quote the RMA number on your purchase order
If you do not authorise the work to be carried out or we do not receive a purchase order, we can either return the faulty product to you at your expense unrepaired or sustainably recycle the product on your behalf under our WEEE recycling scheme

If a product is Beyond Economic Repair

We will send you a report explaining why the product cannot be repaired
You will be given the option to purchase a new product
If you wish to purchase a new product, you will need to raise a purchase order for Metasphere to send you a new product
If you do not wish to purchase a new product, we can either return the faulty product to you at your expense unrepaired or sustainably recycle the product on your behalf under our WEEE recycling scheme

For any further questions on our Returns Procedure, please contact our Operations Team via telephone or email.

Telephone support:

+44 (0)1737 846 100

Email support:

SIMPLICITY, INTEROPERABILITY, RELIABILITY