Understanding: RMA Process
RMA stands for Return Merchandise Authorization. The RMA Process is applicable for any hardware replacements due to the hardware defect within the warranty period, is completely free.
Lynx is authorized to process an RMA on behalf of the manufacturer only for the devices it sold.
In other words, if you purchased the hardware from another provider/ store, you must call the manufacturer to return/ receive a warranty replacement.
Lynx Support is not authorized to provide troubleshooting assistance or generate a RMA number.
The Process: Updated Mar 1, 2022
| Actions | Who Does It | Timeline | |
|
Step 1: |
Call Lynx Technical Support Team- Choose the Troubleshooting option from the menu. Requires customer to be onsite/ in possession of the devices. |
Customer | In an event of a recurring or hardware defect issue. |
| Step 2: | Troubleshooting over the phone. | Lynx Support & Customer | Typically 20-45 mins. |
| Step 3: | If the issue cannot be resolved, Lynx support will check on the date of delivery and calculate your warranty period. This is typically 1 year from the date of delivery (Not the date of installation) | Lynx Support | Immediately, while on the call. |
| Step 4: |
Lynx Support will provide an RMA Number for in-warranty replacements. If the warranty has expired, you will be provided an option to purchase a new device. Be ready to confirm the shipping address for the replacement. |
Lynx Support | Immediately, while on the call. |
| Step 5: |
Lynx Support will submit the RMA information to the manufacturer and await approval. |
Lynx Support | Typically 24 business hours. |
| Step 6: |
Lynx Support will send an email with the RMA approval and Return Instructions. A return shipping label will be provided for US customers only. |
Lynx Support | Once manufacturer approval is received. |
| Step 7: |
The customer must send the defective item back within 30 days of receiving the RMA approval. Otherwise, RMA will be canceled. |
Customer | Within 30 days. Otherwise, RMA will be canceled. |
| Step 8: |
The device(s) will be inspected for completeness of parts and tested for defects. A replacement will be shipped to you. |
Lynx Order Fulfillment. | Within 2 business days. |
Failed to send the device(s) back in 30 days? RMA got canceled?
You can request the RMA be resubmitted for approval. However, there will be a $15 fee for each RMA resubmission that will be charged to your payment method on file.
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Read the FAQ on the RMA Process to avoid issues with approvals, processing, or charges. |
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