RMA (Return Merchandise Authorisation) Policy

This policy outlines the procedures and terms for returning Insytly hardware under warranty. 

Please review this policy carefully before submitting a Return Merchandise Authorisation (RMA) request.

Prior to initiating any action under this RMA Policy, you are required to first use all reasonable efforts to find a solution to your issue by consulting our online Support Centre/Knowledge Base and/or by contacting the Insytly Customer Support team to assist with troubleshooting efforts.

How to Submit a Warranty Claim

To request an RMA under the Hardware Warranty Policy, please submit an RMA request form through the link provided by the Insytly support team.

When submitting an RMA request, you will need to provide the following information:

• Product Model: The specific model of the Insytly hardware.

• Serial Number: The unique serial number of the hardware unit.

• Detailed Description of the Issue: A clear explanation of the problem you are experiencing with the hardware. Please be as specific as possible.

• Troubleshooting Steps taken: A clear explanation of the steps already taken to troubleshoot the issue.

• Your Contact Information: Name, email address, company name (if applicable), and shipping address for potential replacement.

RMA Approval and Hardware Return

If your RMA request is preliminarily approved by Insytly based on the information provided, Insytly will provide you with an RMA number. This RMA number must be clearly marked on the outside of the return packaging.

Shipping Responsibility: The customer is responsible for all costs associated with shipping the hardware back to Insytly. We recommend using a trackable shipping method and appropriate packaging to prevent damage during transit. Insytly is not responsible for lost or damaged items during return shipment.

Once your RMA request has been approved and an RMA number issued, we will provide instructions on where to ship the hardware. If a replacement unit is deemed necessary, Insytly will typically ship the replacement hardware after your RMA request has been approved and processed. Insytly reserves the right to wait for the receipt and inspection of the returned unit before dispatching a replacement. Insytly will cover the costs associated with shipping any replacement or repaired units.

You must return the hardware unit(s) to Insytly for receipt within thirty (30) days of Insytly issuing you the RMA number. If Insytly does not receive the hardware unit(s) within this thirty (30) day period, Insytly reserves the right to close the RMA request and may, at its discretion, deactivate the presumed defective device (if applicable) and/or charge you for any replacement unit sent in advance (if applicable). You agree to pay any such fees and costs.

Preparing Your Return Shipment

• Packaging: Securely package the hardware to prevent damage during transit. Original packaging is preferred if available.

• Include Accessories: When returning a unit, please ensure that all original antennas (4G & GPS) and leads are supplied back with the unit.

• Missing Accessories Note: A fee may be applied if these accessories are missing from the return. Insytly will notify you upon receipt of the return if any accessories are missing and if a fee is applicable.

Data on Returned Hardware

Upon return of any Hardware under a Hardware Warranty claim, Insytly may delete all data stored for the Hardware. Before submitting your Hardware Warranty claim and returning your Hardware to us, we strongly recommend that you make a backup copy of any content or data stored for the device, this can be exported as a .csv from the device pages in the platform. Insytly disclaims all liability relating to your loss of data in connection with the return of Hardware under the Hardware Warranty Policy.

Non-Defective Returns

If you request an RMA and, upon inspection by Insytly, no material defect is found with your Hardware unit, or the issue is found to be caused by user error, software configuration outside of Insytly’s specifications, or other non-warranty covered circumstances, Insytly reserves the right to charge you, and you agree to pay:

• The costs associated with providing any replacement Hardware unit that may have been sent to you.

• A reasonable service fee to cover the costs of testing and processing the non-defective unit.

• The cost of shipping the original unit back to you if requested.

We encourage customers to utilise all available Insytly support resources and troubleshooting guides before submitting an RMA request to minimise the likelihood of returning a non-defective unit.

Insytly reserves the right to update this RMA policy at any time without prior notice. The version of the RMA policy in effect at the time your RMA request is submitted will govern your claim.