RMA Request

IMPORTANT INFORMATION ThrustMe returns

Multiple returns

Multiple returns If you have multiple items that require a return, please complete the form found here (https://www.dropbox.com/s/mv3mc6y1h6aqum8/451-3-T-RMA-request-form-multiple.dotx?dl=1) attaching to a newly created returns form. When completing mandatory field referencing equipment information, please put as per attached NB Remember to attach the downloaded form to the returns form

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) Pro...

Service fees

WARRANTY

All warranty work is covered as per manufacture warranty notice, additional workshop inspection fee will be added if Code 1 is selected on the RMA request form.

If your unit is found to not be covered under warranty or is being returned for repair/service, the following will apply:

WORKSHOP INSPECTION FEE

These fees are included as part of any estimates SMG advise.

Standard initial inspection fee: £25
Code 1* requested as urgent, requires preferential treatment: £45 (warranty requests £25.)

HOURLY RATE

Standard quoted price in all estimates and rate used for out of office visits: £45

Code 1* requested as urgent, requires preferential treatment: £90

P&P

Postage and packaging is additional cost on top, please inquire with service administration on these prices.

*CODE 1: At SMG we endeavour to process RMA request as quickly as we can,
RMA's are normally dealt with as a first in first out basis
and can become backlogged in our busy period.

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 ...