Warranty & Returns FAQ

General RMA Process

Q: What is an RMA?

A: An RMA (Return Merchandise Authorization) is a numbered authorization provided by Exxact to return a product for repair, replacement, or refund.

Q: How do I initiate a return?

A: To initiate a return or warranty service, please follow these steps:

• Visit our Support Portal at www.exxactcorp.com/support and create an account if you haven't already.

• Create a ticket describing the issue, including the system serial number and any relevant logs or images.

• Our support team will review your ticket and guide you through the next steps, which may include troubleshooting or initiating an RMA (Return Merchandise Authorization). Alternatively, you can call our RMA support at 510-226-7366 Extension 2, but we recommend creating a ticket for better tracking and resolution of your issue.

Q: What information do I need to provide when requesting an RMA?

A: You'll need to provide your order number, product serial number, and a detailed description of the issue you're experiencing.

Q: How long does it take to process an RMA request?

A: Typically, RMA requests are processed within 1-2 business days.

Q: What's your policy on DOA (Dead On Arrival) products?

A: If your system is defective within the first thirty (30) days of delivery, we consider it DOA (Dead On Arrival). In such cases:

• Exxact will cover the shipping costs both to and from our facility.
• We will either repair or replace the defective system at our discretion.

Please contact our support team immediately if you receive a DOA product to initiate the return process.

Shipping and Packaging

Q: Who pays for shipping the product back to Exxact?

A: For products under warranty, Exxact covers the cost of return shipping. For out-of-warranty products, the customer is responsible for return shipping costs.

Q: How should I package my return?

A: Use the original packaging if possible. If not, use a sturdy box with ample padding to protect theproduct during transit.

Q: What if I don't have the original packaging?

A: Contact our support team for guidance on proper packaging for your specific product at support@exxactcorp.com or call 510-226-7366 Extension 3

Warranty and Repairs

Q: How can I check if my product is still under warranty?

A: You can check your warranty status by contacting customer support at support@exxactcorp.com or call 510-226-7366 Extension 3

Q: What warranty do your systems come with? 

A: All Exxact systems come with a standard 3-year return to depot warranty on parts and labor. This warranty includes:

• Coverage for defects in workmanship and hardware components (excluding software and accessories)
• Free repair or replacement of defective hardware components at Exxact's discretion
• Perpetual email and telephone support

We also offer extended warranty options:

• 5-Year Warranty on Parts and Labor with Perpetual Email and Telephone Support
• 3-Year Advanced Replacement Warranty
• 5-Year Advanced Replacement Warranty

Q: What's covered under the warranty?

A: Our standard warranty covers defects in materials and workmanship. It does not cover damage from accidents, misuse, or unauthorized modifications.

Q: How long do repairs typically take?

A: Most repairs are completed within [X-XX] business days after we receive the product, depending on the issue and parts availability.

Replacements and Refunds

Q: Will I receive a replacement product while mine is being repaired?

A: We offer advance replacement for certain products. Contact customer support to see if your product qualifies.

Q: Can I request a refund instead of a repair?

A: Refund eligibility depends on various factors including the product's age, condition, and your warranty terms. Contact customer support for more information.

Q: What if the product is damaged during return shipping?

A: We recommend purchasing shipping insurance. If the product arrives damaged, contact us immediately with photos and shipping documentation.

Technical Issues

Q: Do I need to back up my data before sending in my product?

A: Yes, we strongly recommend backing up all your data before sending in any storage device or system for repair.

Q: Will my data be preserved during the repair process?

A: While we make every effort to preserve data, we cannot guarantee it. Always back up your data before sending in a product.

Q: What if the problem persists after I receive my repaired product?

A: Contact our support team immediately. We may need to re-examine the product or provide additional troubleshooting.

Miscellaneous

Q: Can I check the status of my RMA?

A: Yes, you can check your RMA status using the RMA number provided, either through our online portal or by contacting customer support.

Q: What if I receive the wrong product back after an RMA?

A: Contact our support team immediately with your RMA number and details of the discrepancy.

Q: Do you offer international RMA services?

A: Yes, we offer international RMA services. However, additional shipping costs and customs fees may apply.

Q: How do I prepare my system for return if I'm sending in the entire unit?

A: Remove any personal items, external devices, and if possible, secure moving parts inside the system. Contact support for specific instructions for your model.