If the product is under warranty, Napatech will issue an RMA, which is a written confirmation allowing the buyer to return the product for replacement or repair (as applicable).
The product cannot be returned to Napatech by the buyer before an RMA has been accepted in writing by Napatech, and Napatech have provided the RMA information to the buyer.
The buyer must make an RMA request by contacting the Napatech support team by e-mail at support@napatech.com or by making the request directly in the Napatech Support Portal at https://supportportal.napatech.com.
The buyer must include the following information in the RMA request:
- Product name or part number.
- Serial number of the product.
- Information as to whether the product was:
- Received defective on arrival.
- Is a field return while installed or in operation.
- Fault description of the product:
- Brief error description.
- Error messages and logs provided by the system.
- Error messages obtained from the Napatech supportinfo tool.
- Shipping information of the buyer for the return of the product to the buyer:
- Company name.
- Address.
- Contact name.
- E-mail.
- Mobile number.
The buyer will receive the following RMA information from Napatech upon acceptance of the RMA request:
- RMA reference number, which the buyer must note in the shipping documents.
- Shipping information for the return of product to Napatech.