When requesting an RMA number please include as much of the following information as possible:

1. Your name, company, and contact info (email, phone number)
2. The part number or model number and serial for each unit being sent
3. A return address: where the repaired or injected units should be shipped when the service is finished

For each unit returned, we need to know the issues that led you to return the unit. Reference a Tech Support case number, if you can. Be explicit; stating "not working" as a reason for return will delay the process as we try to understand the issue. 

RMA for Repair

No Problem Found (NPF): 

Units sent to us for repair that work and pass all of our tests are subject to a $35 service fee, even when under warranty.

User Induced:

A unit sent to us for repair with evidence of physical damage or contamination will be deemed "user induced" and not covered under warranty.  If you wish the unit repaired, the flat-rate service fee for that specific product applies. If you just wish the unit returned "as is" without repairs, the $35 basic diagnostic fee still applies, even within the one-year warranty period.

How to Request an RMA for Repairs

1. Send your request for RMA to Tech Support (support@idtechproducts.com). Include the device information (model number and serial number) and a description of the issue. To report the issue as efficiently as possible, use the industry-standard "expected/actual format." For example:

PROBLEM: State the problem. include version numbers. Describe the user's experience/observations.

STEPS: List the steps to reproduce the problem (preferable in uDemo so we can eliminate the idea it is caused by your code).

EXPECTED RESULTS:

ACTUAL RESULTS:

2. You will receive a reply with the Tech Support Case number. Tech Support will help to validate that the unit is in need of repair. Tech support will issue the RMA number and you will receive the number with shipping instructions.

ID TECH RMA Repair Policy

IDTECH products have one year warranty from the invoice date. All products sold by IDTECH are guaranteed to be free from defects. But, warranties do not cover failures caused by physical abuse or improper usage (user induced). 

a. For warranty repair return, there is no service fee for the repair. Customers are to cover the freight on the way to IDTECH. IDTECH pays the freight on the way back to the customer.

   Note: A basic service charge of $35 plus return freight will be applied to each returned unit with "No Problem Found" (NPF) or "User Induced".

b. For out-of-warranty repair return, the service fee will be quoted to the customer base on the product model number.

   Note: * A basic service charge of $35 will be applied to each returned unit (waived if the unit will be serviced with the quoted service fee).

            * IDTECH does not offer out-of-warranty service on mobile readers or Secure Heads.

All prices and fees are subject to change without notice. Check with the sales team for the latest information.