Adesso Inc. – RMA Policy

Last Updated: January 2025

Purpose & Scope

This policy outlines the return and repair procedures for products purchased from Adesso USA Inc. by authorized distributors. It applies to all returns submitted to Adesso USA for credit, replacement, or repair.

Adesso may amend this policy at any time, without prior notice.

General Return Requirements

• Direct Purchasers Only: Adesso only accepts returns from direct purchasers or authorized distributors listed at Adesso Where to Buy section of this website.
• RMA Authorization Required: Before returning any product, you must obtain an RMA (Return Merchandise Authorization) number from the Adesso RMA Team by emailing [email protected] with the completed RMA form, proof of purchase, and replacement documentation.
• Labeling: The approved RMA number must be written clearly in black or blue ink on the outside of each package. Packages without a valid RMA number will be refused and returned freight-collect.
• Technical Support Case Not Required: Customers are not required to obtain a Technical Support Case Number to request an RMA through authorized distributors.

RMA Expiration

• RMA numbers are valid for 90 calendar days from the date of issue.
• Products not received within this timeframe will require a new RMA.

Return for Credit

• Defective Products: Must be returned within 90 days of the distributor’s ship date to the dealer/end-user. Returns outside this window are ineligible for credit.
• Condition: Products that are painted, tampered with, modified, or missing labels are not eligible for credit. Such products may be repaired, with fees applied.
• Restocking Fee: A 10% fee applies to unused, non-defective products returned within 90 days. This fee is waived if returned within 30 days.
• Special Orders: Customized or non-stock items cannot be returned for refund/credit. Defective special-order items may be repaired; if unrepairable, a replacement will be provided.
• Software: Software license orders may be returned within 30 days of purchase.

Advance Replacement

• Adesso offers a one-year warranty for replacements.
• Defective products must first be returned to the distributor. Distributors may offer an over-the-counter exchange if stock is available. If not, a new purchase order is required.
• Distributors must submit an RMA request within 30 days of completing an exchange.
• In cases of product failure within the first year, Adesso will make best efforts to provide a replacement of equivalent performance and specifications.

Bundled Kits

• Defective kit components (e.g., cameras, recorders) may be exchanged over-the-counter via the distributor. Please contact your point of purchase for details.

Lost Packages in Transit

• Adesso must be notified within 30 days of the expected delivery date if an order is not received.
• Claims will be investigated with both the carrier and warehouse.
• The party that paid freight charges is responsible for filing the claim.
• Credit is not guaranteed until the claim is resolved. Adesso reserves final discretion on credit eligibility.

Repair Services

• Distributors must submit a completed RMA form to initiate repairs.
• Warranty Repairs: Processed without additional approval.
• Non-Warranty Repairs: Customers will receive an “Estimate of Charges” for approval before repair work begins.
• If an item is deemed unrepairable, customers may choose to:
  • Have the product returned,
  • Authorize disposal, or
  • Purchase a replacement unit.
• Exclusions: Non-Adesso products (including third-party hard drives) submitted through an approved RMA will not be repaired or replaced and will be returned as-is.

Packaging Requirements

• All returned products must be packaged with mechanical protection and ESD safeguards to prevent transit damage.
• Packaging must be equivalent to original Adesso packaging.
• Each carton must:
  • Display the approved RMA number
  • Include a copy of the RMA form
  • Contain a packing list of contents
• Adesso is not responsible for items damaged in transit. Credit will be voided, and repair fees may apply for damaged returns.

Freight Charges

• Inbound Freight: Paid by distributor/customer.
• Outbound Freight: Adesso covers ground shipping for repaired items.

RMA Support

For RMA assistance:

• Phone: (800) 795-6788
• Email: [email protected]
• Hours: Monday – Friday, 9:00 AM – 5:00 PM PST