RMA Policy

This policy is subject to and should be read in conjunction with our main Terms and Conditions, which take precedence in the event of any conflict. https://freeclix.com/legal/ 

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.  

What is an RMA?

RMA stands for Return Merchandise Authorisation. All customers must be issued with a valid RMA number before any return is accepted.

Warranty Period

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.  

How to Obtain an RMA Number

You can obtain an RMA number by:

·       Emailing: helpdesk@freeclix.com

·       Calling: 01603 703340

Important: Any items returned not displaying a valid RMA number will be returned to the customer at their own cost.

Before Returning Hardware

Before returning any hardware to FreeClix please ensure you have first logged the faulty hardware with our support team.

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.

For Faulty Items Within Warranty (0-12 Months)

If items become faulty within the warranty period, the hardware may need to be returned to us for diagnostics.

If advised by our technical team that the hardware will need to be returned to us and the hardware is within its 12-month manufacturer 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:

Option 1: Reconfiguration

If a fault on the hardware has been detected that can be resolved by reconfiguration, our technical team will complete the reconfiguration and return the original item back to you.

Option 2: Replacement

If a fault on the hardware has been detected that can NOT be resolved by reconfiguration and the unit is still within its manufacturers warranty period, a replacement will be sent out to you.

If the product is no longer available, we shall, at our option, offer an alternative or issue a refund.

Option 3: No Fault Found

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.

For Faulty Items Outside Warranty (12+ Months)

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 manufacturer warranty please raise a ticket to our support team at helpdesk@freeclix.com.

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.

Packaging Requirements

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 manufacturer warranty and we reserve the right to refuse any damaged returns and return to sender.

Returned products must be adequately wrapped to prevent damage during transit with the RMA number clearly marked on the outside of the package.

It would help us to speed up the processing of your return if you also enclosed a detailed note of the fault.

Returns Address

Clearly label your package with our returns address along with the RMA number (given to you when you contact our customer service team). Products should be shipped to the address we provide you. This may be different to our registered business address.

Responsibility for Returns

Where FreeClix arranges collection of goods, it is still the responsibility of the reseller to ensure that the goods are securely packaged and with FreeClix address clearly labelled on the outside of the outer box.

FreeClix does not accept liability for packages damaged during transit and proof of postage is not proof of delivery. All goods remain the reseller responsibility until signed for by FreeClix.

You are therefore strongly advised to send your package by recorded delivery, registered post or courier and maintain sufficient insurance to cover the value of the goods.

Return Carriage Costs

The cost of return carriage is to be borne by the reseller, unless the fault has been classed as DOA*.

On receipt of the package arriving back at FreeClix, the product will be tested against the stated fault (if any). Tested products found to be in full working order will be returned to the reseller or end user and an invoice will be raised for return carriage.

When Warranty Does Not Apply

Warranty does not apply to any unit that has been subject to neglect, accident, abuse, misuse, misapplication, incorrect connection or that has been subject to repair, or alteration not authorised or undertaken by FreeClix personnel.

Further Questions

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.

*DOA = Dead On Arrival