Advance Replacement Policy

1. Initiating Hardware Support

Customers with an active support contract can initiate hardware support by contacting MBUZZ Technical Support at 800MBUZZ. After reporting the issue, an MBUZZ Support Engineer will assess the situation to determine if an advance replacement or on-site repair is necessary. If a replacement is required, it will be sent to the customer before the defective product or part is received by MBUZZ. This procedure is known as “Advance Replacement,” and the approval for this process is termed “Return Material Authorization” (RMA).

2. RMA Product Details

• Replacement units are refurbished but guaranteed to be in new condition and adhere to current manufacturing standards.
• Replacements are shipped without accessories. Customers are advised to keep accessories from the defective product.

3. RMA Shipment Timing

• If an RMA is processed by 2:00 GST, the replacement will be shipped the next business day via Priority Overnight.
• RMAs submitted after 2:00 GST will be shipped within two business days via Priority Overnight.
• Shipment times are estimates, dependent on product availability, and exclude weekends and public holidays.

4. RMA Policy

• Only products under active support are eligible for replacement.
• MBUZZ covers all shipping costs for units shipped within and out of the UAE, though customers are responsible for any importation and customs fees.
• MBUZZ ships replacements only to the address on file. It is the customer’s responsibility to ensure the correct address is provided.
• Delays in processing new RMA requests may occur if there are more than three unreturned defective products per location.

Defective Return Guidelines

• Each replacement order includes an MBUZZ RMA Instruction Kit with a return shipping label. If the label is lost, another can be requested via support@mbuzztech.com.
• Defective units must be returned within ten days using the original packaging to prevent damage during shipping.
• Units not returned within ten days will be billed to the customer at the purchase price.

For more detailed information, please refer to the Maintenance and Support Services Legal Terms. MBUZZ is committed to providing a relentless and high-quality customer service experience.