When you have a faulty item, fill out the below form.
Secomea will validate your request, and you will receive further instructions by e-mail.
Hardware Repair and Return Policy and Procedures
Note that return of hardware directly to Secomea apply ONLY to Secomea Distributors, Customers for which the local original point of purchase no longer distributes the Secomea solution, and customers that have purchased the Secomea Solution or components directly from Secomea.
In the event of a hardware failure, fill the form to obtain a Return Material Authorization (RMA) number.
All returned material must have a valid Secomea RMA number. This number is necessary to ensure proper tracking and handling of returned material at the factory. Do not return any hardware until an RMA is issued. Secomea reserves the right to refuse shipments that do not have an authorized RMA number. Refused shipments will be returned to the shipper via collect freight.
Under Warranty Repairs
All claims filed for hardware units that fail under warranty will be repaired or replaced (with refurbished equipment) at the sole discretion of Secomea. The new or refurbished unit will be made available for shipment from Secomea within five (5) business days of RMA issuance. For those customers located outside Denmark, it should be noted that Secomea’s repair center is in Denmark and additional time (shipment days) should be factored into the overall repair time for transit to and from Denmark. Customer will cover shipment to Secomea, and Secomea will cover return shipment.
In special cases replacement unit may be shipped prior to Secomea receiving the defective unit. For customers outside Denmark this will only apply if the replacement unit can be shipped via a Secomea Distributor, and the Secomea Distributor has accepted to be invoiced the price of the replacement unit, in the event Secomea has not received the defective unit within ten (10) days from customer receipt of the replacement unit.
Dead on Arrival (DOA)
For hardware that is considered Dead On Arrival (DOA) within the first thirty (30) days from the shipment date of Product from Secomea, Secomea will provide an expedited replacement hardware unit. A new unit will be made available for shipment from Secomea within two (2) business days of RMA issuance. Defective product must be returned within ten (10) days from receipt of replacement unit, or customer will be invoiced the full purchase price of the replacement part.
Out of Warranty
In case the defect product is out of warranty or has been discontinued, the legacy products listing will indicate a suitable replacement product. Secomea may also offer to repair the defect unit, which will be quoted after receiving and analysing the defect unit. The customer must still fill the RMA form with a decription of the defect. If Secomea judges that repair would amount to less than 50% of the price of a the similar new product, Secomea may issue a RMA return number. When the product is received Secomea will provide the final quote for repair within two (2) business days after the product has been received. When accepted by the Customer Secomea will initiate the repair, and return the product within five (5) business days.