HFE RMA and Returns Policy

In the event and item must be returned to HFE International, it will fall into two categories:

1. RMA Warranty Repair/Replacement and

2. RMA Service Repair/Replacement

1. RMA Warranty Repair/Replacement

These items are defined as defective, or not performing as expected, and are being returned within the

warranty period (1 year from date of shipment):

1. Customers must consult the Engineering and Service team at HFE International to evaluate the

faulty hardware and determine if it should be shipped back for in house inspection/testing.

2. RMA Numbers are Required to Ship Back Hardware:

If the hardware is to be shipped back for evaluation, an RMA request form must be completed

and HFE will supply an RMA number after receipt of request.

3. Shipping Defective Hardware:

HFE will cover shipping costs to return the item to HFE, and the replacement/repaired hardware

back to the customer. HFE will not cover any duties or taxes that may occur shipping to and

from the destination.

4. Upon Receipt of Defective Hardware at HFE:

A notification email will be sent to the Customer. Within 5-7 business days, inspection will be

completed, and a summary of the results generated.

5. If Hardware is deemed Defective and Does Not Pass Acceptance Test Procedures:

A lead time will be determined, and repairs scheduled in the production queue. Repairs will be

covered at no cost to the customer.

6. If Hardware is deemed not Defective and Passes Acceptance Test Procedures:

All shipping costs to and from HFE will be billed back to the customer. A quotation for the repair

service will be submitted to the customer for review. The product repair will not take place until

acceptance of the quotation / a PO is issued by the customer.

7. HFE International will not cover any customer related expenses to evaluate defective

hardware or replace hardware.

2. RMA Service Repair/Replacement

These are items that are no longer under warranty. These items may be returned for overhaul and

repairs or evaluation and testing at the customer’s request:

1. Customers must consult the Engineering and Service team at HFE International to evaluate the

faulty hardware and determine if it should be shipped back for in house inspection/testing.

2. RMA Numbers are Required to Ship Back Hardware:

If the hardware is to be shipped back for evaluation, an RMA request form must be completed

and HFE will supply an RMA number after receipt of request.

3. Shipping Defective Hardware:

The customer will cover shipping costs to return the item to HFE and will cover shipping costs of

the replacement/repaired hardware back to the customer. HFE will not cover any duty or taxes

that may occur shipping to and from the destination.

4. Upon Receipt of Defective Hardware at HFE:

A notification email will be sent to the Customer. Within 5-7 business days, inspection will be

completed, and a summary of the results generated.

5. Upon Completion of Inspection:

A quotation for the repair or overhaul service will be submitted to the customer for review. The

product repair will not take place until acceptance of the quotation / a PO is issued by the

customer.

Please Note:

New replacement items will not be shipped from HFE until the defective item has been

received and evaluated.

Exception: A replacement item may be shipped before the returned item has been evaluated if

the following criteria is met:

i. The urgency is so great that the CEO of HFE must approve of such shipment.

ii. An invoice for the replacement item will be issued to the customer.

iii. If the item is returned before the invoice is due, then the invoice will be

canceled.

iv. If the defective item is not returned, then the invoice becomes valid, and the

customer will be charged for the hardware.

v. If the payment is not received, then the customer’s account will be frozen, and

they will not be allowed to purchase from HFE until the matter has been

resolved.