Return & exchange policy

RTech Solutions is dedicated to providing customers with the best quality service and solutions. Should you need help or wish to exchange a device for another, we will be glad to provide you with a replacement under the following exchange policy guidelines. Please see your service contract for the return policy and guideline information applicable for your account.

  1. Warranty Replacements
  2. Elective Exchanges
  3. Required Packing Instructions
  4. Shipping Address

Warranty Replacements

All devices on an active contract are eligible for no-cost warranty replacements if issues are preventing the device from working properly. If you are experiencing an issue with your device, please follow the process detailed below.

  1. Contact our Tech Support team first (Call us at 865.355.8324 or email us at support@getrtech.com). Our Tech Support team will initiate the warranty replacement process for you after you have opened a Help Desk ticket to try to resolve the issue.
  2. You will be issued an official RMA number for your replacement and a warranty replacement device will be shipped to you within five (5) business days (at no cost).
  3. Once you receive the replacement device, you have seven (7) days to return the warrantied device in the same shipping container in which the replacement device was sent to you (see required packing instructions for returning devices below). A pre-paid return shipping label will be in the box that is sent to you.

Your returned device will be inspected for quality and issue diagnosis/confirmation when it arrives back at our facility.

Upon inspection, if the warrantied device has issues likely to be caused by customer, does not match the expected device condition, or the required packing instructions were not followed, an appropriate fee will be charged to the customer based on condition of the device and associated tech support provided for the issue. Fees may include hourly tech support rates, restocking/replacement up to the full device MSRP, and associated shipping expenses. Also, if RTech Solutions does not receive the return device within 14 days after the customer received the replacement device, the above fees may also apply. 

elective exchanges

All devices on an active contract are eligible for no-cost elective exchanges within 90 days of the associated RTech Solutions service activation date should you decide a different device is needed for your application. Please follow the process detailed below for all elective exchanges.

  1. Contact your sales representative (at the RTech Solutions partner company that set up the RTech service with you) to initiate the elective exchange process.
  2. Once approved, you will be issued an official RMA number for your exchange and your new exchange device will be shipped to you within 10 business days (at your cost).
  3. Once you receive the new device, you have seven (7) days to return the initial device being replaced in the same shipping container in which the new replacement device was sent to you (see required packing instructions for returning devices below).

Your returned device will be inspected for quality and condition when it arrives back at our facility.

Upon inspection, if the returned device does not match the original condition and the required packing instructions below, an appropriate fee will be charged to the customer based on condition of the device and associated tech support provided for the issue. Fees may include hourly tech support rates, restocking/replacement up to the full device MSRP, and associated shipping expenses. Also, if RTech Solutions does not receive the return device within 14 days after the customer received the replacement device, the above fees may also apply.

Required Packing Instructions

  • Pack return device in original manufacturer product packaging (including the structural packaging inside the original box). Make sure not to do anything that will damage the original product packaging.
  • Pack all original components, accessories, and papers (including, but not limited to cables, power cords, instruction manuals, etc.).
  • Pack the item to be returned inside the shipping box in which the replacement device was sent to you. Add or replace cushioning materials to secure if necessary.
  • Remove or black out used shipping labels, including all bar codes (do not mark on the original product packaging).
  • Seal the shipping box with packing tape (do not apply tape to the original product packaging).
  • Affix the return shipping label to the shipping box (do not place labels on original product packaging). Return shipping labels may be provided for warranty replacements and will be included in the shipping box sent to you.

Please note that returned devices failing to meet these guidelines will be rejected and returned at your expenses OR appropriate fees will be charged based on the condition of the returned package and device and associated tech support provided for the issue. Fees may include hourly tech support rates, restocking/replacement up to the full device MSRP, and associated shipping expenses. 

shipping address

All returned items should be shipped to:

RTech Solutions
RMA# [insert your assigned RMA number here]
200 Jennings Ave.
Suite R
Knoxville, TN, 37917

 

Note that services, SIM cards, provisioning, and shipping are not refundable.

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