How do I arrange an RMA? How do I arrange an RMA?

How do I arrange an RMA?

Support Team Support Team

To request an RMA for service or repair, please Submit a Ticket here in our Help Center to initiate your request. You can provide all the necessary information for the RMA in the ticket form in advance to expedite your request: 

The following information is needed:

  1. Your contact information.
  2. If you have purchased directly from VOLUX, your invoice or sales order number.
    • If you have purchased from an authorized dealer, please notate the point of purchase in Sales Order # section and include proof of purchase in the attachments. 
  3. The fixture model to be returned. 
  4. Serial number #
  5. A brief description of the problem.
  6. Return shipping address.

A technical support expert will review your request and provide an RMA authorization. 

Once your RMA is authorized, carefully pack the fixture in its original box or packaging to be returned ensuring ample protection during shipping transit. Only return the fixture itself that is authorized in the RMA, do not return any other accessories unless instructed to do so. 

NOTE: You are fully responsible for ensuring proper packaging of the fixture to prevent damage from shipping. If the fixture arrives damaged as a result of poor and/or negligent packaging, your warranty claim may be denied or additional charges may incur before service begins. 

Upon receiving an RMA number and packing your fixture. Ship your components to the specified service center address as noted in your RMA using your preferred shipping carrier of choice. All fixtures must be shipped with insurance. We'll cover return shipping costs for completed repairs or replacements under warranty.

If you are not in the US or your fixture is out of warranty, you will need to arrange return shipping and insurance. Any incurred import duties and taxes will be billed to the customer. 

Once we receive your RMA we will inspect the fixture. For warranty claims, we'll begin service right away or advise you if further attention is required. For non-warranty matters, we will provide you with an estimate for the repairs before any work is completed. 

From there, you can track the status of your RMA in your Help Center Account