Return Material Authorization (RMA) Policy

Shenzhen Lianrui Information Technology Co., Ltd.

1. Purpose and scope

1.1. In this document the terms and procedure of a return material authorization (RMA) (‘RMA Procedure’) are laid down for Linkreal Products (Shenzhen Lianrui Information Technology Co., Ltd.),with address 14F, Building 10, Sino-Ocean Xintiandi, No.16 Shenglong Road, Longgang District, Shenzhen under which a customer of Linkreal is entitled to return a product to Linkreal. The RMA procedure covers returns under any applicable warranty policy and returns outside of a warranty policy.

1.2. Definitions: 

Customer: any entity with which the Seller has concluded a Contract or with which the Seller is in the process of discussing or negotiating the possible conclusion of a Contract or to which the Seller has made an offer as well as his successors in law.

Seller: Shenzhen Lianrui Information Technology Co., Ltd. as well as their successors in law.

Third party parts: Parts that are not produced by Linkreal Customer is required to check this in case of requesting a return.

2. Requesting a RMA number

2.1. Prior to returning any product to Linkreal, the customer must first obtain a RMA number from Linkreal.

2.2. In the event of technical problems, the customer shall first contact the support division of Linkreal in order to find a solution for the problem. If no solution can be found, the customer is entitled to request a RMA number from Linkreal.

2.3. In order to obtain a RMA number from Linkreal, the customer shall request a RMA number from Linkreal by submitting a request from the sales (tina@linkreal.com.cn) and at least the following information shall be provided:

2.3.1. the serial number of the product concerned;

2.3.2. the date of purchase;
2.3.3. the nature of the defect (if applicable);
2.3.4. the reason of the return request;
2.3.5. the requested action from Linkreal.

2.4. After receipt of the RMA number request, Linkreal may contact the customer in order to discuss the request and/or to obtain more information. Subsequently Linkreal will check whether the product is within the warranty term and Linkreal will issue an RMA number or not (in its sole discretion).

2.5. The request for the RMA number by the customer shall be made within ten (10) business days after delivery of the product to the customer, or in the event of a defect of the product, the request for the RMA number by the customer shall be made within ten (10) business days after the customer discovered the defect or the defect might reasonably have been expected to become known to the customer. Any failure by the customer to request a RMA number within the time specified in this paragraph shall result in the loss of any claims whatsoever in this respect.

2.6. In the event the product is not claimed to be defect by the customer, and the customer wishes to return the product for any other reason, the product may be returned in accordance with the special conditions for return as set out in section 5, provided the product is new and has not been used.

3. Returning the product

3.1. After issuing an RMA number, the customer shall return the product within five (5) business days to Linkreal at the address mentioned above, together with the RMA number and a copy of the RMA request. Freight costs will be prepaid by the customer (unless agreed otherwise). Product returns should be sent by trackable shipment method. By returning a product the customer accepts Linkreal’s RMA Procedure. If the product is not returned by the customer to Linkreal within this term, the RMA number is not valid any longer and Linkreal reserves the right to cancel the request.

3.2. If a product is returned by the customer to Linkreal without a valid RMA number, the product will be returned by Linkreal to the customer upon receipt of the product and at the expense of the customer. Freight costs incurred are at the expense of the customer.

4. Inspection of the product and warranty

4.1. After receipt of the product, Linkreal shall inspect the product and the RMA request. If the product is defect and within the warranty term, Linkreal shall either repair, replace or credit the product in accordance with the applicable warranty terms or client specific contract (in its sole discretion) and send back the (new) product (if applicable) at the expense of Linkreal. If the product is claimed by the customer to be defect but after inspection by Linkreal appears not to be defect, Linkreal will be entitled to return the product to the customer at the expense of the customer and Linkreal will be entitled to charge inspection costs accordingly.

4.2. In the event the product is defect and not within the warranty term, or the product cannot be repaired, replaced or credited in accordance with the applicable warranty terms or client specific contract, Linkreal will inform the customer accordingly. Linkreal and the customer may discuss a solution and the corresponding costs. If the customer and Linkreal do not reach agreement on the solution and the corresponding costs, Linkreal will be entitled to return the product to the customer at the expense of the customer and Linkreal will be entitled to charge inspection costs accordingly.

4.3. The warranty and remedies mentioned in this RMA procedure are subject to the applicable warranty terms and conditions on the sale of the products to the customer. In the event of any discrepancy, the applicable warranty terms and conditions on the sale of the products to the customer shall prevail.

5. Special conditions for return of a product

5.1. The following special conditions for return apply to the following categories of products:

5.1.1. Standard cables, special cables, special products and third party parts: these products may only be returned under this RMA Procedure in the event: (i) the product which is delivered by Orlaco is different from the product which is ordered by the customer; (ii) the product which is ordered by the customer is ordered as a direct result of a wrong advice given by Orlaco; (iii) the product is delivered Dead on Arrival (DOA) which means that the product was defect at the moment of delivery of the product to the customer. The occurrence of a situation under (i), (ii) or (iii) needs to be proven by the customer.

5.1.2. PCIe Add on Cards and other products: these products may, in addition to the situation mentioned in the preceding section 5.1.1 be returned under this RMA Procedure in the event the product is ordered as a result of an error made by the customer, which also needs to be proven by the customer.

5.2. If a product is returned in accordance with section 5.1.2 because this product was ordered as a result of an error made by the customer, the customer is not entitled to a refund of the purchase price (by means of a credit invoice or in any other way) but Linkreal may at the request of the customer replace the product with a product of the same product category. If the replacement product has a different resale price, the customer shall receive a credit/debit invoice with regard to the price difference from Linkreal. Furthermore all freight costs shall be at the expense of the customer.

5.3. If a product is returned in accordance with section 5.1.1. Linkreal will send a replacement product at the expense of Linkreal and the customer is entitled to return the product to Linkreal at the expense of Linkreal.

5.4. The customer will have to return the product first to Linkreal before Linkreal will send a replacement product to the customer. The customer will receive an invoice for the replacement product and a credit invoice upon receipt of the product by Linkreal from the customer.