Warranty

All fifthplay products come with a 2-year warranty period.

The return and replacement of defective hardware follows the Return Material Authorization (RMA) process. Three types of support for RMA are offered: Dead On Arrival, Return & Replace and Advanced Replacement. Once we have processed and accepted your request, the fifthplay support team will provide you with an RMA number and a form for you to complete to confirm shipping address information.

Please note that an RMA will be refused if:

• The defective unit is received with a broken warranty seal
• The defective unit was not packed properly (see shipping instructions)
• The defective unit is received while the RMA is not yet approved
• The defective unit has an abnormal physical damage

The defective unit should be packed and sealed/closed in a manner that allows opening and resealing without altering the basic integrity of the package. This applies particularly to export packaging going through customs.

Logistic documents should include packing list and shipping invoice. No serial number should appear on the shipping invoice.

When returning defective material, a Pro-forma invoice must be provided from non-EU countries indicating the Pro-forma invoice is for custom only with no commercial value. To minimize lead-times, please ensure there is no mismatch between the logistic documents and the physical goods (in terms of part reference, serial number and quantity) as this will result in customs non-conformity. In this support request, all original shipping documents have to be re-issued and expedited to the Customs Office to get the goods cleared.

Customers should return any defective unit within 30 days of receiving the replacement. After 30 days, fifthplay may invoice the customer for units not returned. Shipment of a defective unit should use the same box the replacement product was shipped in.

Upon your receipt of the RMA replacement (and/or related parts), carefully pack and return the original system and/or related parts to fifthplay in the same box in which the replacement was shipped. Include the form with your shipment and indicate the RMA number on your shipping documentation as well as on the box.

fifthplay has no obligation to:

• Accept any systems (and/or related parts) which have been damaged in shipment
• Issue the applicable RMA credit(s) to the customer in the event of such damaged shipments