RMA REQUESTS

POLICY & EXPECTATIONS

RMA requests must be submitted to MDT Technical Support by calling our toll free number 855.638.6384.

MDT will issue a Return Materials Approval document along with a waybill & commercial invoice if applicable. RMA’s are only valid for 30 days from the date it was issued. Customer will be invoiced for the shipment returning back to the customer. All shipments will be processed on standard ground shipping unless otherwise requested by the customer. Expedited shipments will be handled on per case basis and expedite fees will apply. Standard turn around for issuing return document package is 3 business days. Standard turn around time for RMA goods is 6-8 weeks upon receipt of shipment.

Instructions will be issued in the RMA package as how to properly label & ship the goods.

Should the instructions not be followed it may cause a delay in processing your return.

BASIC RETURN TYPES

  • CREDIT

     All returns for credit are subject to a 20% re-stocking fee. All credit returns must be assessed by MDT before any credit is approved.

  • CERTIFICATION

     All certification returns are subject to an assessment fee of $250.00. Once the item has been assessed and deemed that it can be re-certified, the assessment fee will be waived and the customer will be charged based on the re-certification rate. If the unit is assessed and deemed that it will not pass re-certification the item will be scrapped or returned to the customer at their expense.

  • WARRANTY REPAIR

     If upon arrival, the returned good is identified to be covered under warranty, MDT will waive the assessment fee. MDT will provide an assessment report summarizing the root cause of failure and an estimated time for the repair to be complete. Customer approval must be given prior to proceeding with the repair as some warranty repairs may cause database lose or may include some optional cosmetic repairs that the customer may choose to proceed with.

  • NON-WARRANTY REPAIR

    All out of warranty returns are subject to an assessment fee of $250.00. MDT will provide customer official quote after assessment has completed indicating:

    – Root cause of failure

    – Labor hours for repair

    – Replacement part(s) for repair

    If a customer approves the repair work, the assessment fee will be waived. Should the customer not approve the repair work, the assessment fee will be invoiced and the parts will either be scrapped or returned to the customer at their expense.