Policy and Warranty

DOA (Defect on Arrival)

If the products are found Defect On Arrival, please inform responsible CHENBRO Customer Service Department of the defective status by e-mail with photo, bar code and description, if necessary, returning a defected sample. Depending on the problem, QA/QC Department of CHENBRO should be responsible for offering the best solution under mutual agreement. (e.g. replacement, rework, etc.) The customer should ensure that the products are Defect On Arrival within three months from CHENBRO shipping date and the damages are not caused by natural disasters, accident or improper operation. CHENBRO is responsible for the cost of replacement including the delivery cost. CHENBRO also reserves the right to examine the DOA products. If the products damaged by customer’s improper action. The DOA products are totally discarded. The customer shall be liable for paying the related charges occurred or paying the price for replacements.

REPAIR PROCESS

Obtaining a RMA (Return Merchandise Authorization) number

When requesting RMA (Return Merchandise Authorization) number, please contact respective CHENBRO Sales Specialists/RMA contact window and describe the problems encountered in detail on the “RMA Request Form(M83-410)”. Problem descriptions such as “does not work” and “failure” are not enough to proceed RMA process. We cannot start the repair without problem description information in detail. If you are uncertain about the cause of the problem, please contact CHENBRO Customer Service Department (email: support@chenbro.com). They may be able to find a solution so that you would not need to send back the products for repairing.

Returning the product for repairing

After receiving the defect parts, the QA/QC Dept. staff needs to check if the receiving content match to the RMA Request Form (M83-410) and if the outside packing is damaged. A mail notice for the customer is necessary when above mentioned does not meet the RMA Request Form(M83-410) . The customer will take care of the shipping charges. Chenbro customer must offer the courier tracking number to the Chenbro QA/QC Dept. to trace the shipment status after sending the defect parts to Chenbro. To save handling time, the customer shall address the package directly to CHENBRO QA/QC Department. CHENBRO will take care of the returning charges. After Chenbro QA/QC Dept. staff returning the RMA parts back to customer, customer will receive an E-mail with test report and the courier tracking reference number. List the value of the product on the invoice as zero (or a very low value). Otherwise, additional charges will be levied by customs (which will be borne by the sender). CHENBRO suggest that customer writes “Goods with no commercial value are returned for repair” on the shipment invoice. After verifying the defect parts, they will be tested. Test result will be filled in to the RMA Repair Record. Later this record, related test report and the mail exchange with customer side will be uploaded to E-Flow for internal reference.The electronic parts through repaired. If there is same defect phenomenon within 3 months, the customer possesses free charge service. The product still keeps original warranty period.After the repair, the wrong information should be removed or covered on the outer box of the customer's item (to avoid misunderstanding), and a sticker with the words RMA Re-test OK should be affixed before shipment.

Service charges

CHENBRO will charge for repairing products if: ◆ The product is repaired after expiry of the warranty period. ◆ The product is tested after expiry of the warranty period and a No Defect Found (NDF) result is obtained. ◆ The product, though repaired within the warranty period, has been subjected to abuse or unauthorized repair. ◆ Product updates reworks and tests upon the request of customers. ◆ Product is damaged beyond repair due to natural disasters, for example, lighting strike, flood, earthquake, etc. ◆ NDF rate >= 10%, charge customer service/freight cost. Before making the repairs, CHENBRO will send a “Failure Analysis Description” and a “Proforma Invoice” with the repair charges to customer. When customer signs and returns then repairing products.

Repair Turn-around Time (TAT)

For products not manufactured by CHENBRO, they will be sent to the original manufacturers for repair. In general repair TAT as below; time form CHENBRO HQ receive the shipment till CHENBRO HQ ship out. ◆ Electrical part: 4 weeks, it subjects to change TAT based on complexity of problems. ◆ Mechanical part: 4 weeks, it subjects to change TAT based on complexity of problems. The TAT may be delayed if the customer: ◆ Does not sign and return the Proforma Invoice within 48 hours. ◆ Fails to pay the Account Receive within the due date. ◆ Gives an insufficient problem description, such as "does not work", "failure". ◆ Has modified the original design of the CHENBRO product. ◆ Delays a reply or fails to reply to a CHENBRO request for further information (such as application environment and configuration).

No repair/ No return

Situations where repairs are not performed, or the items are not returned include ◆ Does not sign and return the Performa Invoice within 48 hours. ◆ Fails to pay the Account Receive within the due date. ◆ Unclear failure description (written, screen shot etc.) provided by customer. ◆ Attached accessories (manuals, cables, etc.) and unnecessary parts from the case.

Repair service for EOL (End of Life) products

CHENBRO offers a continuous repair service for one year after the date of announcement of the product end of life which will be informed by Chenbro Sales team.

RMA Download

Please note: Please download the RMA form below, complete it, and send it to the email address: support@chenbro.com. Chenbro will process your request soon.
Chenbro RMA Request Form
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