RMA Process

RMA Process

Technical Support & RMA Overview

Unex Technology provide comprehensive technical support and a streamlined RMA (Return Merchandise Authorization) process to ensure your equipment performs optimally. Explore the interactive guide below to see how our process works.

Need Assistance?

Have a technical issue? Please start by submitting a Technical Support Request → . This gives our FAE team the details they need to assist you quickly.

Checking an existing RMA? If you already have an active RMA and need a status update, please reach out to your Sales Representative → directly.

Click on any step in the diagram below to learn more.
Start Submit Technical Support Request Step1 Model, MAC, Logs, Issue Context FAE Remote Diagnosis Step2 Remote Troubleshooting & Validation Hardware Failure? No Resolve & Close Yes Sales Representative Evaluation Check Warranty Status & Conditions Step3 Warranty & No CID? No Notify Chargeable Service No Cancel & Close Yes Yes Issue RMA Number Provide Shipping Instructions Step4 Customer Ships Product Receiving & Failure Analysis Incoming Check & Tech Diagnosis Step5 Quote Required? Yes Issue Official Quote (Suspend Repair) Approved? No (Return As Is) Yes No Repair or Replace Unit Post-Repair Testing & Return Step6 Burn-in Test & Ship Back Close Case End Agreed to Proceed?
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1. Pre-Authorization & Technical Support

Before returning any product, customers must submit a Technical Support Request via our official portal. To expedite the process, please provide:

  • Device Identity: Model Name, MAC Address.
  • Software Context: Firmware/SDK/Driver versions currently in use.
  • Issue Description: Detailed steps to reproduce the issue, error logs, and screenshots/photos of the physical device.
  • Data Disclaimer: It is the customer’s responsibility to back up all data and configurations before service. Unex is not liable for any data loss during the repair process.

→ Submit Ticket Now

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2. Remote Diagnosis (FAE)

Our Field Application Engineers (FAE) will perform a preliminary remote diagnosis via email.

If the issue is resolved via software updates or configuration changes, the RMA request will be closed.

  • If hardware failure is suspected, the case will be escalated to your Sales Representative. ( If you agree to any potential charges for products no longer under warranty, the goods is returned to us.)
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3. Shipping & Packaging Guidelines

Once approved, an RMA Number will be issued.

  • RMA Marking: The RMA Number must be clearly marked on the outside of the shipping box.
  • Packaging: Use original packaging or equivalent anti-static, shock-proof materials. Damage during transit due to improper packaging will be treated as CID.
  • Shipping Costs: Unless otherwise agreed, the customer pays for shipping to our service center (Freight Pre-paid). Unex will cover the return shipping cost for valid warranty claims.
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4. Warranty Verification & Quotatio

Our sales contact will verify the product’s warranty status, and the PD team check for Customer-Induced Damage (CID) (e.g., physical impact, liquid damage, or unauthorized disassembly).

  • In-Warranty: Free repair or replacement for manufacturing defects.
  • Out-of-Warranty / CID: A Service Quotation will be issued by our sales contact. Repairs will only proceed upon written approval and/or receipt of a Purchase Order (PO).
  • Quote Validity: Quotations are valid for 30 days.
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5. Receiving, Inspection & Failure Analysis (FA)

Upon arrival, the unit will undergo a formal Failure Analysis.

  • Hidden Damage: If further damage is discovered after disassembly (not visible during initial FAE diagnosis), we reserve the right to issue a revised quote or suspend the repair.
  • NTF (No Trouble Found): If the unit passes all functional tests, an inspection fee plus return shipping charges may apply.
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6. Repair & Quality Assurance

Repaired units undergo rigorous Burn-in Testing and QC inspection to ensure they meet original factory specifications. A summary report of the replaced components or fixed issues will be provided via email.