RMA Request

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IMPORTANT INFORMATION ThrustMe returns

ThrustMe returns Any ThrustMe motor being returned must be sent without the kill cord attached. Why should the kill cord not be returned? The kill cord should be removed before shipping to prevent the motor from being inadvertently powered on during transit. This helps reduce the risk of battery-related issues and ensures the motor can be transported safely. The kill cord is not required for inspection or diagnostics, as we are able to fully test the motor without it.

Multiple returns

Multiple returns If you need to return multiple items, please download and complete the [Multiple Returns Form](https://www.dropbox.com/s/mv3mc6y1h6aqum8/451-3-T-RMA-request-form-multiple.dotx?dl=1) and submit it alongside a new online Returns Form. How do I complete the online Returns Form? For any mandatory fields relating to equipment information, please enter "See attached form" and ensure the completed Multiple Returns Form is attached to your submission. Important: The Multiple Returns...

SMG to arrange collection

Collection required If you require SMG to arrange collection of your goods, please ensure that the "Please confirm:" option is ticked. By selecting this service, you are confirming you are happy to be invoiced the listed fee. The cost of collection is £20 Collection requests will be arranged when SMG issue a returns number, SMG will contact the "Contact name" on the email supplied to arrange a collection. Please advise a collection date and time (DD/MM/YY @ HH:MM) in the '(If selected) Provid...

Service fees

Warranty

All warranty work is carried out in accordance with the manufacturer's warranty terms and conditions.

An additional Workshop Inspection Fee will be charged if Code 1 is selected on the RMA request form.

If the unit is found not to be covered under warranty, or is returned for a repair or service, the charges below will apply.

Workshop Inspection Fee

These fees are included as part of any estimates provided by SMG. 

  • Standard inspection fee: £30
  • Code 1* (Urgent Priority Service): £60 
    • For warranty requests submitted as Code 1, a fee of £30 will apply

Hourly Rate

The following rates apply to repair work, service work, and on-site visits:

  • Standard rate: £60 per hour
  • Code 1 (Urgent Priority Service): £120 per hour

P&P

Postage and packaging charges are applied in addition to repair and service costs. Please contact the Service Administration team for current pricing.

Code 1 Priority Service

At SMG, we endeavour to process all RMA requests as quickly as possible.

RMA requests are normally handled on a first-come, first-served basis. Delays may occur in peak seasonal periods.

Selecting Code 1 requests priority handling and preferential workshop scheduling. Additional charges apply as detailed above.

 

 

Handling fees

Applying handling fees Handling fees will be applied to a return request for the following reasons: - Special Order - Goods ordered in especially for a customer, generally not a stock item. Special order items will have the "SO" clause associated to it. Minimum charge is the standard or RTS handling fee. - Large Quantities - Returning a large; quantity of goods / quantity of a single good. SMG use a stock holding system with a predetermined stock levels, accepting large quantities...

Required SMG documentation numbers

SMG Documentation number

The following numbers are required

  • SMG Delivery Note "Order #", Warranty repairs
  • SMG Invoice "Invoice Number", Credit & Warranty repairs

This information is required when requesting an RMA for credit or warranty return, helping us confirm your purchase through SMG.
Failure to supply this information will delay the issue of a return's number and in some cases refusal until proof of purchase is supplied

"Order #" and "Invoice Number" are highlighted on below SMG supplied documentation.

Delivery Note

 

Invoice

Terms and Conditions - Repair

Out-of warranty repair/service

Repairs not covered by manufacture's warranty will be subject to an SMG service inspection/administration fee (see Service fees).
Service/repairs costing more than the administration fee, SMG will contact the "Contact Name" on the email supplied with an estimate.
All accepted estimates require confirmation by email/PO number.
Goods being returned after a service/repair will be subject to a carriage charge.

 

Warranty repairs

Warranty requests require a proof of purchase (see Required SMG documentation numbers), this must be supplied before SMG can issue a returns number.
Goods requiring returning to the supplier are subject to any additional costs imposed by the supplier.

Out of box failure

Out of box failures – should be claimed within 14 days of delivery.
Arrangement to collect out of box failure items by courier, will be a FOC discretionary by account manager.

General conditions

SMG will not accept liability for loss of damage incurred by the carrier.
Any RMA repair request made as Urgent "Code 1" are subject to an increased administration fee (see Service fees).
SMG offer a collection service on all RMA requests (see SMG to arrange collection).

Terms and Conditions - Credit

Returning goods for credit All goods being returned for credit must be unused, unopened, undamaged and in their original sell-able packaging, goods not meeting these requirements will be subject to a handling fee (see Handling fees (https://smgeurope.ladesk.com/767613-Handling-fees)). Any credit card charges incurred will be deducted from any refund. All items returned for agreed credit must be returned within 30 days of original invoice from SMG. SMG will not accept any liability for loss ...