Return Material Authorization (RMA)
To request a Return Material Authorization (RMA) number, please fill out the form below.
We are committed to responding to every RMA request promptly.
If you do not receive a RMA number within 24 hours, please call us at (888) 776-7896.
Please send all returns ASAP to:
1101 Arrow Point Drive
Cedar Park, Texas 78613
Attn: RMA Administration
Return Material Authorization Policy
Product Repair or Replacement Policy
Below are Corvalent’s current standard guidelines and policies regarding the repair or return of Corvalent products under warranty (RMA Policy) to customers returning Corvalent products which are potentially defective. This RMA Policy is in addition to the terms and conditions of Customer’s warranty found in the Corvalent Terms and Conditions of Sale (Terms of Sale) which may be found attached or made part of the agreement of sale for the product between the Customer and Corvalent. In the event of a conflict between this RMA Policy and the Terms of Sale, the Terms of Sale take precedence and supersede the terms and conditions found in this RMA Policy. Corvalent may modify this RMA Policy at its sole discretion from time to time. Customers may access Corvalent’s most current RMA Policy at Corvalent’s website.
This RMA Policy applies to all Returned Material Authorization (RMA) requests from Customers. All products manufactured by Corvalent carry a two (2) year limited warranty on parts and labor as provided in the Terms of Sale. Corvalent will pass on to its customers all manufacturer’s warranties that are available to Corvalent’s Customers. It is against Corvalent’s policy, and Corvalent will not, cross ship replacement parts or replacement products for products being returned.
RMA (Returned Material Authorization)
Corvalent will not accept any delivery of any products for return or repair without Corvalent’s prior authorization as evidenced by a RMA number.
To receive a RMA number and to assure proper service, Customers must provide Corvalent with the following:
- (i) a completed RMA web application form
- (ii) a detailed description of the defect and
- (iii) a detailed description of the test parameters and/or operating conditions (i.e. CPU type/speed, amount of RAM, test software, etc.) in sufficient detail to allow Corvalent to observe or reproduce the defect.
You may also submit a RMA web request by fax at 512-456-2406. RMA numbers are valid for sixty (60) days at which time such RMA number expires and is void; all products being returned under that RMA number must be received by Corvalent within this sixty (60) day period. You may also call Corvalent’s technical support at 512-456-2400 for further information.
CORVALENT IS NOT OBLIGATED TO ACCEPT ANY RETURNED PRODUCT not in compliance with Corvalent’s RMA Policy, and SUCH PRODUCT MAY BE returned to CUSTOMER on a freight collected basis.
Note to Indirect Customers
Corvalent’s acceptance of defective products will only occur through a direct customer of Corvalent. Corvalent is under no obligation to accept returned products that have been resold by its original customer. Corvalent’s warranties are not transferable or assignable.
Corvalent expects to ship repaired or replacement products within twenty (20) business days from the date the defective product is received by Corvalent (Turn Around Time). This Turn Around Time is only an estimate and failure to repair or replace the product within such time will not be a breach of this policy or of Corvalent’s warranties for any such product. Additionally, any Turn Around Time is subject to and conditioned upon
- (i) the accuracy of any documentation submitted by the Customer such as, without limitation, the RMA web application and Customer’s description of the defect and
- (ii) the scope and validity of the product’s warranty. For non-warranty products, the Turn Around Time is approximately fifty (50) business days. Corvalent shall not be liable for any delay in performance directly or indirectly caused by or resulting from acts of nature, fire, flood, accident, riot, war, government intervention, embargoes, strikes, labor difficulties, equipment failure, late deliveries by suppliers, or other difficulties which are beyond the control and without the fault or gross negligence of Corvalent.
Non-Warranty Service/Repair Pricing
Corvalent has a minimum flat service/repair fee for non-warranty repairs (i.e., video cards = $60.00; motherboards = $250.00; Systems = $350.00). This minimum fee does not include additional fees for removal and replacement of components that can be reasonably removed or exchanged by the user (i.e. sub-assemblies, peripherals, memory modules, microprocessors, accessories and documentation). Corvalent’s RMA Department will notify Customer prior to charging any such additional fees and will provide Customer with an estimate regarding the cost of such service/repair not covered under warranty. If Customer chooses to proceed with repairs that would include such additional fees or services not under warranty, such additional fees will be added to the final repair cost. Repaired or replaced products are warranted for ninety (90) days upon return to Customer or the remainder of the original factory warranty, whichever is longer.
Peripherals and Sub-Assemblies
Functional peripheral modules and sub-assemblies should not be returned with failing units unless authorized by Corvalent. Non-functional sub-assemblies or peripherals are considered separate items and the repair of these items will be treated as separate repair service/requests and as such must be submitted under a separate RMA web application and RMA number. Customer must only send products that have been authorized by the RMA number under the submitted RMA web application.
No Defect/Problem Found
If Corvalent is unable to identify a defect, Corvalent will attempt (for a reasonable time) to obtain additional information from the Customer to assist in the isolation and identification of such defect. If Corvalent is unable to obtain information that leads Corvalent to identify the defect as described by Customer, Corvalent will assume the product is operating within specifications and will return it without additional testing. Corvalent will assess a re-certification fee and charge customer for Corvalent’s reasonable costs of handling and testing for this service. This fee is subject to change at any time but will not be less than the Non-Warranty Service/Repair Pricing. Corvalent will return the product to Customer at Customer’s expense, freight collect.
Product Abuse; Voided Warranty
Corvalent reserves the right to charge the Customer for parts, labor (at Corvalent’s then-current labor rate) and shipping expenses for repair or replacement services, if Corvalent determines that
- (i) the cause of the product defect or failure was not a result of a defect, but rather as a result of misuse, abuse, improper installation or application, repair, alteration, or accident, or negligence in use, storage, transportation or handling by a party other than Corvalent or other damage caused by Customer (Voided Warranty) or
- (ii) the product is in conformity with the warranty for such product. If upon Corvalent’s reasonable determination, after inspection of the returned product that the product has a Voided Warranty, Corvalent will notify the Customer of the estimated amount required to repair or replace Customer’s product under a non-warranty service or repair pricing. Such service may be subject to additional terms as may be agreed to by Corvalent and the Customer.
Corvalent defines an “upgrade” as a service or modification to a product that is not required to meet original factory specifications and performance. Any request for an upgrade will be treated as a request for non-warranty service and the Customer will be billed accordingly. If it is determined that the warranty period of an item being returned for upgrade is expired, the full non-warranty repair price will be billed in addition to the upgrade price unless the Customer has clearly stated the item is being returned for upgrade only. If it is determined that the warranty period of an item being returned for upgrade is not expired, the upgrade price will be billed to the Customer. It is the responsibility of the Customer to describe clearly the type of service being requested in the RMA web application. The fees and charges for upgrades vary by product, but will not be less than Corvalent’s Non-Warranty Service/Repair Pricing.
Items Beyond Repair
Corvalent may credit the Customer for items that are determined to be non-repairable if the defect is considered a warrantable defect and a replacement is not readily available. If Corvalent chooses to credit the Customer, Corvalent will credit the Customer the purchase price of the item. Items determined to be beyond Corvalent’s ability to repair as the result of Customer damage or otherwise due to a Voided Warranty will be returned, ” as received ” and Corvalent will assess a minimum service fee to Customer. This service fee varies by product, but will not be less than the Non-Warranty Service/Repair Pricing. We do not guarantee and Corvalent is under no obligation to replace or credit any type for non-repairable items for which the warranty has expired, or the warranty is not applicable or is a Voided Warranty.
Corvalent reserves the right to replace defective parts with the same or equivalent components. The replacement parts may be new or reconditioned.
Please document all settings and configurations including jumpers before shipping the product to Corvalent. Repaired or replaced products will be returned with factory-default configurations and settings unless Corvalent agrees otherwise in writing when providing the RMA number. Additionally, Customers are responsible for backing up any installed software prior to shipment. Customer is not allowed to off-set from any amount owed to Corvalent any credit earned as a result of a returned product until the Customer has received a written credit memo from Corvalent.
Shipping and Freight
The Customer is responsible for all costs related to the return of the product to Corvalent for warranty service/repair. This includes all costs of shipping, packaging, customs clearance, and other related charges. If a returned product is under warranty, Corvalent will ship the repaired or replacement product to any location designated by the Customer within the United States at no cost to the Customer. Corvalent shall exercise its own discretion in selecting the method of shipment. However, if the returned product to is out-of-warranty or has a Voided Warranty, the cost(s) of shipping the product back to the customer’s location is the responsibility of the customer and a shipping account must be provided, or these costs will be added to the repair invoice.
Boldly mark the outside of the shipping container with the RMA number. Corvalent reserves the right to refuse unmarked packages and will not accept those that are not clearly marked with a RMA number. Any such products that are inadvertently received may be returned to the sender freight-collect.
Please properly pack all products before shipping. Customer must ship the defective product to Corvalent in the original or equivalent packaging with the RMA number clearly displayed on the outside of the shipping container. Corvalent will void the warranty of any product that is received without proper shock, vibration and ESD protection.
Right to accept non-conforming returns at Corvalent’s option. Without limiting any of the foregoing or other rights of Corvalent, Corvalent may accept returned products from Customer and charge Customers any costs incurred by Corvalent resulting from Customer’s failure to conform the return of a defective product with this RMA Policy, including such return that
- (i) does not include a proper RMA number,
- (ii) is beyond the period prescribed by Corvalent for such return,
- (iii) is without proper packaging or proper markings displayed on the outside of its shipping container or
- (iv) is not addressed to the facility or address designated by Corvalent for such return.
Corvalent will not be responsible for in transit damage or missing shipments to or from Corvalent. ALL RISK OF LOSS SHALL BE BORNE BY CUSTOMER WHILE PRODUCT IS IN TRANSIT. DELIVERY OF REPAIRED OR REPLACED PRODUCT IS FOB CORVALENT’S FACILITIES, with risk of loss passing to CUSTOMER upon delivery to the carrier at Corvalent’s point of shipment.
Note to International Customers
For all locations outside of the United States, the warranty excludes all costs of shipping, customs clearance, and other related charges. Any customs clearance and related charges incurred by Corvalent due to inbound customer shipments will be added to the repair invoice. Shipments originating outside of the United States should be accompanied by all documents containing all information required to clear U.S. Customs. This includes, without limitation, US Customs Form 3311 Declaration For Free Entry Of Returned American Products. A copy of this form may be downloaded from the Department of the Treasury United States Custom Service worldwide web site.