RETURN MERCHANDISE AUTHORIZATION

Effective:January 1, 2014

DFI-ITOX warrants to the original purchaser of DFI-ITOX system(s) and motherboards(s) that the product(s) will be in good working condition and free from defects in materials and workmanship for a period of two years from the original DFI-ITOX invoice date. 3rd party items purchased as parts will be covered under the same warranty for a period of one year from original DFI-ITOX invoice date. All hard drives whether purchased as parts or installed in a system will be covered under warranty for a period of 1 year only, per the manufacturers. In the event of an actual hardware failure, the BUYER must submit a Return Merchandise Authorization Form with the following information before an RMA number can be issued:

INSTRUCTIONS
  1. Company name, account number, address, contact, phone number, fax number, and e-mail address must be printed at top of RMA form on the left hand side. A purchase order number can be included if so required by requesting company in order to receive replacement components on return shipment.
  2. If items are to be shipped to a 3rd party, the company name, contact, and ship to address must be completed at top of form on the right hand side.
  3. DFI-ITOX part number for item(s) to be returned.
  4. Serial number of system, or serial number of component if purchased as parts. System serial number is located at bottom of chassis and motherboard serial number is usually located, on the side, of 1 of the add-in card slots (PCI) and sometimes on the bottom of the smaller boards.
  5. DFI-ITOX invoice number associated with each item.
  6. A detailed description of the technical failure is required for RMA issuance. The problem description should include symptoms pertaining to failure as well as a list of any additional software or hardware used with defective product. A list of Error Codes has been included on the RMA form and may be used for motherboard failures.
  7. A separate form is required if requesting different options of repair, cross-ship, or credit. Items being returned cannot be combined on request form unless the same option is approved for all items listed.
  8. A valid credit card number is required for all cross-ship requests unless the requesting company has an account with Net Terms. The card number will not be used if defective product is returned to DFI-ITOX within 7 working days of RMA issuance. Accounts with net terms will be invoiced in full if items are not returned to DFI-ITOX with 7 working days of RMA issuance.
  9. A signature is required for all RMA requests whether for repair, cross-ship, or credit.

DOA POLICY

DFI-ITOX computer system(s) and component(s) that are received in non-working order or fall within 30 calendar days of invoice date shall be deemed Defective on Arrival (DOA). To be eligible for special handling under the DOA policy, an RMA must be requested prior to the expiration of this 30-day period. Failure to place a request within this time period shall cause forfeiture of any claim within the DOA policy. Any failure that occurs during the first 30 calendar days from the original invoice date will be handled as follows.

DFI-ITOX will ship replacement parts to the BUYER with an RMA approval for cross-ship. DOA parts must be received by DFI-ITOX within 7 days of RMA invoice date or BUYER’s account will be charged the full amount of replacement parts invoice.

For Products received damaged in shipping, the BUYER must contact the Freight Company and receive a completed, damage claim report before DFI-ITOX can send replacement product(s). If product is received damaged and the shipping box shows no sign of abuse, product(s) must be returned with original packaging once an RMA number has been issued.

RETURN MERCHANDISE AUTHORIZATION

REPAIR/REPLACE POLICY

Systems purchased with the DFI-ITOX product name and DFI-ITOX motherboards are covered under the limited warranty for two years from date of invoice. Items purchased as parts are covered under the limited warranty for one. Repair and replacement products will be furnished on an exchange basis and will be either reconditioned or new. This limited warranty does not include service to repair damage to the product resulting from accident, disaster, misuse, abuse, neglect, or non-DFI-ITOX authorized alterations, modifications, and/or repairs.DFI-ITOX shall make the final determination as to the existence and cause of any alleged defect. This warranty applies to hardware products only.

Customer is responsible for prepaid freight in and DFI-ITOX will return product by prepaid freight, UPS Ground. Customer is responsible for cost of freight if a faster delivery method is requested and must do so in writing.

CROSS-SHIP POLICY

DFI-ITOX will provide advance replacement on all components purchased within a full system for 30 days from date of invoice. Items purchased as parts are limited to 30 days from date of invoice. After these time periods have elapsed, advance replacements will not be offered for motherboards, video cards or system(s).All other component(s) will be exchanged through repair/replacement only. A major credit card is required for advance replacement unless the requestor has an account with DFI-ITOX with Net Terms. Customers will be invoiced in full for product if the defective parts are not returned within 7 working days.

PRODUCT RETURNS

DFI-ITOX will accept product returns for up to 20 days from the invoice date with the exception of memory and CPU’s which will be accepted for only 7 days from invoice date.

There will be a twenty percent (20%) restocking charge on all products returned in their original condition and a thirty percent (30%) restocking charge for any product returned with a damaged or non-original box or missing manuals, diskettes, cables, cords, or any other item originally shipped with the product. (No refunds will be issued on returned software packages whether opened or unopened.) DFI-ITOX reserves the right to refuse returns which have been subject to misuse, abuse, physical damage, or non-DFI-ITOX authorized alterations, modifications, and/or repairs. All returns must have an RMA number and returned freight prepaid. No freight will be refunded. All refunds will be in the form of an DFI-ITOX Credit Memo.

SERVICE CHARGES

DFI-ITOX has the following service related fees. If returned RMA items are not DFI-ITOX products, nor items approved for RMA, a $30.00 handling fee will be charged to cover return freight to customer and processing fees. For items to be repaired that are out of warranty, the BUYER will be charged a service rate of $55 per hour plus parts. Additional service fees may be applicable if product return is due to compatibility with hardware or software purchased elsewhere.

Return Merchandise AuthorizationDATE:

Return Address: DFI-ITOX, LLC. RMA Dept.,

1065 National Drive, Suite #1, Sacramento, CA 95834

Tel #: (732) 390-2815 Fax #: (732) 562-0693 E-mail:

Fill out completely. Fax or E-mail to obtain RMA#. RMA:

CUSTOMER WANTS TO SHIP TO:

Contact: / E-Mail: / Contact: / E-Mail:
Tel #: / Fax #: / Acct # / Tel #: / Fax #:
Company: /

PO#

/ Company:
Address: / Address:
City: / State: / Zip: / City: / State: / Zip:

DFI-ITOX Item

/

System Serial Number

/ DFI-ITOX Invoice #
(Required) / Problem Description

(RMA will not be processed if not completed)

/

REPAIR

/

CROSS

SHIP

/

CREDIT

/

DFI-ITOX APPROVAL

YES / NO
YES / NO
YES / NO
YES / NO
YES / NO
YES / NO

MOTHERBOARD PROBLEM DESCRIPTIONS

Does Not Boot to POST / FDD Boot Failure / SerialPort Failure / Error Message—Include Error Message
Does Not Boot Past POST / HDD Boot Failure / ParallelPort Failure / Damaged Slot—Please Specify
Does Not Keep Correct Time / KeyboardPort Failure / CMOS Setup Failure / Damaged Component—Please Specify
Loses BIOS Settings / MousePort Failure / No Video /

Physical Damage—Please Specify

/ Other–Please Specify
  1. CROSS SHIP IS AVAILABLE ONLY FOR PRODUCT DEFECT WITHIN 30 DAYS FROM DATE OF INVOICE ON FULL SYSTEM PURCHASES, AFTER 30 DAYS ITEMS MUST BE RETURNED FOR REPAIR/REPLACE. ITEMS PURCHASED AS PARTS CAN BE CROSS-SHIPPED FOR ONLY 30 DAYS.
  2. All RMA’s will be shipped UPS GROUND. If any other shipping method is requested the customer will be charged the difference. Payment for the difference in shipping cost will be charged to the customer’s credit card account or invoiced to the account if customer has NET terms.
  3. The customer must make sure that the RMA # is clearly visible on the outside of the package being returned or package may be refused and returned to customer.
  4. The customer agrees to pay for any items cross-shipped if the defective items are not received in our warehouse within (7) working days of RMA issuance. The invoice price will be charged to the customer’s account or if the customer is on COD terms, to the customer’s VISA, MC, or American Express as follows:

Card #Exp. Date Signature:

This document is an ISO 9001 controlled document and may contain proprietary and/or confidential information. The only controlled copy is maintained electronically on the DFI-ITOX Intranet as specified in DFI-ITOX procedure QA-GP-001. Any printed copy of this document is an uncontrolled copy.

RM-FM-001-9