RMA - Return Merchandise Authorization
What is an RMA?
The Return Merchandise Authorization, also called RMA, is an authorisation communicated by the company responsible for the repair or replacement of a product. The RMA number is unique and makes it possible to identify the repair process and check its progress.
RMA number request
If it is necessary to send one or more products to Key Automation for inspection, repair or replacement of parts, an RMA identification number must be requested before shipping the packages.
Who can request an RMA number?
All direct Key Automation customers (Key Automation distributors and installers) can request an RMA number. For indirect customers (private users or installers), please contact your installer/distributor.
What information is needed to obtain an RMA number?
- Your personal and company details (name and surname, e-mail address, customer code, company name, phone number)
- A list of the codes you are returning with an indication of the reason for return and the type of intervention required, as well as a brief description of the problems encountered.
What is the procedure for obtaining an RMA number?
To obtain an RMA number, you need to download the ‘Return Merchandise Authorisation Request’ form from the Support menu > Download area > Forms or by using this link. The form must be completed in full and sent by e-mail to service@keyautomation.it
What types of returns can be requested?
One of the following types of return must be indicated for each of the codes to be returned:
- Return for repair: if you wish to send one or more defective/malfunctioning products to Key Automation for repair
- Return for accreditation/reimbursement: if you wish to send one or more products to Key Automation to receive a refund
- Closing of anticipated replacement: in the event of purchasing a defective product, if you wish to first receive a new product and then return the defective one
- Closing of vision account: if you wish to return one or more products previously received on consignment
When can I send my RMA goods to Key Automation?
You must wait for confirmation by e-mail from the Key Automation after-sales service before sending the goods. The confirmation e-mail from service@keyautomation.it will contain the label to be printed and applied to the parcel to be sent to the company's premises:
Key Automation S.r.l.
C.A. Alessandro Pollon
Via Meucci 23,
30027 San Donà di Piave (VE)
ITALIA
Shipment must be carriage paid. The goods travel at the sender's risk.
What happens once Key Automation receives the material for repair?
- We will catalogue and verify your products
- In the case of return for repair, if a product is no longer covered by warranty, we will calculate the costs of the repair. In most cases, the costs can only be determined after we have received and evaluated your products
- For out-of-warranty repair, we will notify you of the repair estimate by e-mail and wait for your approval before proceeding with the repair
- We will notify you by e-mail every update on the status of the RMA, until its completion
- Upon completion of the procedure, you will be notified and will be able to collect the goods.
Attention: it is important to carefully pack the packages to be shipped to protect the integrity of the goods and their packaging during transport. If the material is packed on pallets, please wrap the entire package with stretch tape.