Return Merchandise Authorization (RMA) Policy
Overview
Kognitive Networks is committed to providing high-quality, reliable products. However, we recognize that hardware issues may arise. Our Return Merchandise Authorization (RMA) policy is designed to ensure a straightforward process for returning defective or malfunctioning hardware products under warranty.
Once an RMA is approved, a replacement unit will be issued to the customer and invoiced at the original purchase price. Upon receiving the failed unit, Kognitive Networks will issue a credit to the customer for the original purchase price.
In order to receive credit for a failed / RMA unit, the customer must return the unit to Kognitive Networks or its dedicated agent within 30 days of the date of RMA issuance.
Eligibility
RMA requests must be made within the warranty period. The warranty period for all devices is One (1) Year from the Date of Purchase. An extended warranty is available, the terms of which are outlined on the the Master Service Agreement and / or specific purchase contract for each device.
Products must be purchased directly from Kognitive Networks or an authorized partner.
Products must exhibit a failure or malfunction directly attributable to manufacturing defects or flaws in the hardware components, firmware, or embedded software integrity.
Damage due to misuse, unauthorized modifications, or external causes is not covered.
RMA Process
Initiation: Submit an RMA request via the Cloud Service Portal by clicking on ‘Tickets’ to create a new service ticket. Alternatively, contact our support team directly at support@kognitive.net. Please provide:
Product Device ID (DID)
Detailed description of the issue
Evaluation: Our technical support team will assess your RMA request. Additional diagnostics or information may be requested.
Approval & Instructions: Once approved, you will receive RMA authorization with shipping instructions. Kognitive Networks may at its discretion:
Replace the product with the same or equivalent model.
Offer a different product as a replacement. Additional costs may apply for upgraded models.
Replacement: Subject to the below conditions, a replacement will be shipped to the customer’s main headquarters.
For domestic destinations and if the product is within the warranty period, a replacement will be shipped to you ‘best way’ at Kognitive Networks' expense. If expedited or non-standard shipping methods are requested by the customer, Kognitive Networks may elect to charge the customer for the additional shipping expense.
For international destinations and if the product is within the warranty period, Kognitive Networks will assess shipping and customs charges on a case-by-case basis. Kognitive Networks may elect to charge the customer for shipping expense that exceed 30% of the original purchase price of the unit.
In cases where the cost to ship a replacement exceeds 30% of the original purchase price, Kognitive Networks may elect to issue an account credit for the full unit purchase price in lieu of shipping a replacement.
RMA (Failed Unit Return) Shipping:
Kognitive Networks will provide disposition instructions and/or a replacement unit, invoiced to the customer at the original purchase price.
For domestic returns and if the product is within the warranty period, Kognitive Networks will cover shipping charges to return the unit to Kognitive Networks’ warehouse.
For international returns and If the product is within the warranty period, Kognitive Networks will assess shipping and customs charges on a case-by-case basis.
If the product is outside of the warranty period, no credit will be given for a failed device.
Please use the original packaging or equivalent to prevent shipping damage.
Credit: For consideration of credit, all RMA units must be returned to Kognitive Networks within the return window: 30 days after the date of RMA issuance.
If the product is within the warranty period and received within the return window, the customer will be credited the original purchase price.
If the product is outside of the warranty period or returned outside of the return window no credit will be given.
In cases where the cost to ship the RMA unit back to Kognitive Networks is excessive, Kognitive Networks may elect to issue a credit to the customer for the replacement unit.
For RMA Replacement units under warranty, Kognitive Networks agrees to cover shipping charges to only to and from the Customer’s Main Headquarters. Any requests to ship directly to an end-user site and the associated costs must be negotiated on a case by case basis.
Additional Information
Customer Approval: For RMAs involving additional costs or product upgrades, customer approval is required before proceeding.
Warranty on Replacement: The warranty for the replacement product will be the remainder of the original product's warranty period.
Exclusions: This policy only applies to Kognitive Networks proprietary hardware. It does not cover any products that have been discontinued, are out of warranty, or have been damaged due to external causes. It does not cover any 3rd party hardware products running Kognitive Networks plug-ins, agents, firmware, or software.
Contact Information
For any questions regarding our RMA policy or to initiate an RMA request, please contact:
Email: support@kognitive.net
Phone: 1-800-453-1324
Kognitive Networks reserves the right to amend this RMA policy without prior notice. By purchasing and using our products, you agree to the terms outlined in this RMA policy.