Use this form to start a Return Merchandise Authorisation (RMA) or Dead on Arrival (DOA) claim. Submitting complete and accurate information helps us identify your order and product quickly, assess the issue, and—where applicable—coordinate with couriers for compensation or replacement. For full terms and timeframes, please review our RMA & DOA Policy.
What to Expect
- Initial review: We assess the details you provide, including photos/videos, to determine next steps (troubleshooting, replacement, repair, or return authorisation).
- Ongoing communication: We will keep you updated throughout the process via your preferred contact method.
- External dependencies: Some cases (e.g., courier damage investigations, manufacturer diagnostics) may take longer to resolve. We’ll communicate clearly if extra time is required.
- Authorisation required: Please wait for an RMA number and instructions before sending anything back. Unauthorised returns may be delayed or refused.
Before You Submit (Required)
Please confirm you have followed the relevant troubleshooting steps for your product. Many issues can be resolved quickly with cleaning, re-seating components, using recommended settings, or trying a known-good cable/cartridge/charger. Incorrectly classified claims may be rejected, and additional handling fees may apply as outlined in our Policy.
Information We Ask For—and Why
- Order Number (e.g., #1234) — Lets us verify purchase details and warranty eligibility.
- Full Name & Best Contact (email and/or phone) — So we can reach you quickly with updates or questions.
- Delivery Address Confirmation — Ensures return or replacement ships to the correct location.
- Product Details (name, options/colour, SKU if available) — Identifies the exact item and variant.
- Serial / Batch Numbers (if present) — Helps with warranty validation and manufacturer checks.
- Date Received & First Use — Assists with DOA vs. warranty assessment.
- Issue Description — Clear symptoms, when it occurs, steps tried, and any error indicators.
- Photos & Videos — Critical for diagnosing faults and for courier damage claims (see below).
- Troubleshooting Confirmation — Confirms you’ve tried recommended steps; saves time and avoids fees for non-fault returns.
- Preferred Outcome (repair/replacement/credit where applicable) — Helps us propose the fastest compliant resolution.
- Availability / Access Notes — Useful if a courier collection or inspection is required.
- Consent & Acknowledgements — Confirms you understand the Policy, packaging requirements, and potential fees for misclassified claims.
Photos & Videos: What to Include
Visual evidence is often required to determine whether a courier is at fault and to support any reimbursement claims. Please include:
- Packaging condition on arrival (outer box, internal padding, labels).
- Close-ups of any damage or defects to the product and accessories.
- Proof of function where helpful (e.g., power-on behaviour, error lights, sounds).
- Serial/batch labels where applicable.
Tip: Multiple clear images from different angles are better than one. Short, focused videos (10–30 seconds) help us reproduce symptoms.
After You Submit
- We review your case and may request additional details if needed.
- If a return is approved, you’ll receive an RMA number and packing instructions. Please package items securely to avoid transit damage; keep accessories together unless instructed otherwise.
- Do not ship any items until you receive written return instructions. This prevents delays and lost-in-transit issues.
Important Notes
- Claims incorrectly submitted as DOA/faulty may be declined; handling or return-to-sender fees can apply per our Policy.
- Courier investigations require timely evidence; please retain packaging and provide photos promptly.
- Eligibility windows, exclusions, and restocking rules are defined in the RMA & DOA Policy.
Privacy
We use the information and media you provide solely to process your claim, verify warranty/courier liability, and prevent fraud, in line with our Privacy Policy.
Ready? Complete the form below with as much detail as possible to help us resolve your request swiftly.
