Welcome to the RMA process for Demtroys Technology Inc. The following terms and conditions outline the procedure and requirements for submitting a Return Merchandise Authorization (RMA) request for our heating and cooling control devices, such as thermostats, relays, and control cards. By initiating an RMA, you agree to adhere to these terms and conditions.

1. RMA Request Submission

Each defective device requires the submission of a separate RMA request form. Multiple devices cannot be included on a single form.

The RMA form must be completed accurately and in full. Incomplete or incorrect submissions may result in delays or rejection of the RMA request.

A complete description of the issue is required in the RMA form to ensure quick processing. This includes what is observed, what does not work, and what has been tried to resolve the issue.

The RMA form is available on our website or through our customer service team.

2. Eligibility for RMA

Products are eligible for RMA within the warranty period specified at the time of purchase.

Devices showing physical damage, unauthorized modifications, or misuse are not eligible for RMA.

Customers can specify in the submission form whether the RMA is warranty-related or not (repair at their cost). If an RMA is submitted under warranty but the device is no longer covered, it will be flagged. The customer will be contacted for approval of repair fees estimate before proceeding.

3. Evaluation and Approval

Upon receipt of the completed RMA form, our technical team will evaluate the request and confirm eligibility.

Approved RMAs will be assigned a unique RMA number, which must be clearly referenced on all correspondence and return shipments.

Unapproved RMAs or devices sent without an RMA number will be returned to the sender at their expense.

4. Shipping and Handling

Customers are responsible for shipping defective devices to our designated service center unless otherwise specified.

Devices must be securely packaged to prevent further damage during transit. We are not liable for damage caused during shipping.

Proper packaging is required. We take pictures of the packaging upon arrival. If it is deemed insufficient, the RMA may be categorized as physical damage, and warranty coverage may be voided.

Devices that may have been exposed to pests or bugs should not be sent. If such devices are sent, they will be discarded upon reception, and shipping costs (if paid by us) will be charged back to the customer.

We cover shipping fees for items under warranty. For items not covered, the shipping costs will be charged back to the customer.

5. Repair or Replacement

Once received, defective devices will be inspected and tested to confirm the reported issue.

Repair fees are subject to change upon in-house evaluation of the device.

For devices covered under warranty, we will repair or replace the defective unit at our discretion.

Repaired or replacement devices will be shipped back to the customer at no additional cost within the warranty terms.

We will always return a complete device. If the device is received with missing and/or damaged parts (e.g., casing, display), these will be replaced prior to returning it. Customers will be automatically charged for replaced parts.

6. RMA Process Steps

1. Review of the requested RMA.

2. Upon approval, a shipping label will be sent. All items must be sent to our factory.

3. Reception of the product with proper RMA# labeling.

4. Visual inspection (packaging, pest or bug presence).

5. If the RMA will incur costs, the customer is provided with an estimate.

6. Upon customer approval, the device is fully evaluated.

7. Results of the evaluation are completed, and the final cost of the RMA is provided to the customer.

8. Upon customer approval, the device is repaired. If not repairable, devices under warranty will be replaced with an equivalent device.

7. Limitations and Exclusions

The RMA process applies exclusively to heating and cooling control devices purchased directly from Demtroys Technology Inc. or authorized distributors.

We reserve the right to refuse service for devices that fail to meet the eligibility criteria or exhibit issues unrelated to manufacturing defects.

8. Customer Responsibilities

Provide accurate and detailed information regarding the defect on the RMA form.

Retain the original RMA number and all associated documentation for reference.

Follow all instructions provided by our customer service team to ensure smooth processing.

9. Contact Information

For assistance or inquiries about the RMA process, please contact us at service@demtroys.com

By submitting an RMA request, you acknowledge and agree to comply with these terms and conditions. We appreciate your cooperation in helping us resolve your issue efficiently.