This article covers how to return your unit for repair or service, and constitutes the Reach Robotics RMA Policy.
If your Reach Robotics equipment becomes damaged or faulty, it may need to be returned to Reach Robotics for investigation and repair. Only a Reach Robotics engineer may authorise a return to our factory; the requirement may be determined through a phone call, email, or video call/remote access to the unit. If you suspect that an RMA may be required, please fill in this form and someone from Support will be in touch: Request an RMA
The RMA process is also used for servicing of Reach Robotics equipment. Please contact Reach Robotics and follow the same procedure to return your unit for servicing.
RMA process
The RMA process will cover the following steps:
- Reach Robotics Support will request details of the issue to determine whether a return is necessary.
- If so, an RMA Number (RMAXXXX-YYMMDD) will be issued to you, and the Reach Robotics engineer will request shipping details so we can organise a pickup of the equipment.
Do not send the equipment prior to being issued an RMA Number. - The equipment will be shipped to Reach Robotics Headquarters in Sydney, Australia (see Note 4).
- Our Production team will conduct an initial investigation on the unit, based on the information provided. This will take an estimated 1-2 weeks. Any delays due to the complexity of the problem will be communicated to you.
- After the initial investigation, Reach Robotics Support will contact you with the findings of our Production team. If the unit is not under warranty, a quote for the repair work and shipping costs will be included. If the unit is under warranty, you will be notified, and the repairs will be carried out free of charge.
- To authorise a non-warranty repair, send a PO for the work to Reach Robotics Support (see Note 3). Once this is received, the repair work will start, and our Accounts team will send an invoice to you.
- Typical repair times vary post-investigation as below, but the exact length of time required for the repair will depend on the complexity of the repair and the availability of spare parts. Any delays to the expected shipping date will be communicated to you. Priority service may be possible; please discuss this with your usual Reach Robotics Sales Engineer.
- Alpha 1/2-function: 3-5 weeks
- Alpha Multifunction: 4-6 weeks
- Bravo 1/2-function: 4-6 weeks
- Bravo Multifunction: 5-7 weeks - When the repair is completed, our Warehouse Manager will organise returning shipping and contact you with a ship date and tracking information (see Note 4).
Health and Safety
Any unit returned to Reach Robotics must be safe for our staff to handle and cleaned thoroughly to comply with Australian biosecurity regulations. We require you to declare if the unit may be contaminated. If the unit has been in contact with any contamination, you must provide proof that the unit is safe to handle.
Possible contamination sources include nuclear radiation, sewage, hazardous chemicals, biowaste, marine/freshwater life, or soil/mud.
Reach Robotics reserves the right to refuse to handle any contaminated goods and return them to you at your own expense.
Additional Notes
- Standard Warranty of 1-year from date received is provided on all new Reach Robotics Products. There is no warranty extension for units following an RMA unless extended warranty has been purchased prior to the RMA being raised.
- If the nature of the repair is such that you feel it is uneconomical to carry out the work, a discount on a new unit may be possible; please discuss this with your usual Reach Robotics Sales Engineer. This remains at Reach Robotics’ discretion, and no discount is guaranteed.
- All RMAs are shipped CPT. Any insurance desired by the customer is the customer’s responsibility and Reach Robotics can take no responsibility for shipment losses.
- If you do not make a decision regarding repairing, replacing, or scrapping your RMA within 12 months of its arrival at Reach Robotics, we reserve the right to charge storage fees on a weekly basis dependent on RMA unit type.