We hope that all our customers are happy with their purchase from FreeClix. However, in the unlikely event that you have a problem with your FreeClix hardware we have detailed below our RMA policy.
All hardware products from FreeClix are covered by a 12-month manufacturer's warranty from the date of delivery. If items become faulty within this warranty period, the hardware may need to be returned to us for diagnostics.
All customers must be issued with a valid RMA (Return Merchandise Authorisation) Number before any return is accepted. This can be obtained by contacting our helpdesk at firstname.lastname@example.org or calling 01603 703340.
Any items returned not displaying a valid RMA number will be returned to the customer at their own cost.
For faulty or defective items within manufacturer warranty
Before returning any hardware to FreeClix please ensure you have first logged the faulty hardware with our support team.
You can do this by emailing email@example.com Please ensure that you have provided as much information as possible regarding the fault, be as descriptive as possible. Providing very little information about the fault will significantly delay your return.
If advised by our technical team that the hardware will need to be returned to us and the hardware is within its 12 month manufacturers warranty, a pre-paid postage label will be sent to you to return the items.
Once returned to us our technical team will run diagnostics on the hardware and report their findings back to you. From there one of the following will happen:
- If a fault on the hardware has been detected that can be resolved by re-configuration, our technical team will complete the reconfiguration and return the original item back to you.
- If a fault on the hardware has been detected that can NOT be resolved by re-configuration and the unit is still within its manufacturer’s warranty period, a replacement will be sent out to you.
- If there is no fault found on the hardware, the fault could have been remedied following our first line checks procedure or the fault is as a result of accidental damage then you will be liable for the initial postage cost to get the item to us and the return postage cost to return the hardware to you. There will also be a fee to complete any remedy works. An invoice for this amount will be raised to you and this must be paid before the hardware is shipped back to you.
If you need to return any items to FreeClix make sure you place your faulty item inside a suitable outer box. If you still have the retail packaging, please include this in your package. DO NOT send items back using only the retail packaging. Any damage caused to the hardware in transit back to us will not be covered under the manufacturers warranty and we reserve the right the refuse any damaged returns and return to sender.
Clearly label your package with our returns address along with the RMA number (given to you when you contact our customer service team).
If you have any further questions or concerns regarding our returns process that are not addressed above, please contact our helpdesk by emailing helpdesk@freeClix.com, or calling 01603 703340.
For faulty or defective items outside of manufacturer warranty
Any hardware that is older than 12 months old will not be accepted under our RMA policy.
For any issues with your hardware outside of the manufacturers warranty please raise a ticket to our support team at firstname.lastname@example.org
If you decide you wish to return the hardware for diagnostics, you will be liable for the postage cost of returning the hardware to us. Our team will then run diagnostics on the hardware and report back their findings along with an estimated cost of resolving the issue.