RMA Procedure – Return & Technical Support Policy
At Aetherix, we are committed to supporting our customers throughout the warranty and return process. While we are not the original manufacturer of the products we sell, we provide initial diagnosis and, in some cases, repair or technical service directly from our office. If necessary, we coordinate with the product manufacturer or authorized distributor to complete the RMA (Return Merchandise Authorization) process.
Please review the steps below before submitting an RMA request.
Eligibility for RMA
The product must be within the manufacturer’s warranty period.
The defect must not result from user-induced damage, improper usage, installation errors, or unauthorized modification.
Products with missing, altered, or unreadable serial numbers are not eligible.
Only products purchased directly from Aetherix are covered under this policy.
How to Submit an RMA Request
Step 1 – Submit the RMA Request Form
To initiate the process, please complete the RMA Request Form by providing your product details (e.g., serial number, model), contact information, and a description of the issue.
Once the form is submitted, our technical support team will review your request and contact you for further instructions.
🔗 RMA Form
Step 2 – Contact Support (If Required)
If you have additional documents or need further assistance, you can reach out to our support team at info@aetherix.com with the following details:
Invoice/order number
Product model and serial number
Description of the issue
Photos or videos (if applicable)
Step 3 – Evaluation and Troubleshooting
We will review your request and may contact you for additional information or troubleshooting. Our technical team may perform an initial diagnosis and, in many cases, provide service directly at our office.
If the issue requires manufacturer-level intervention, we will coordinate the next steps with the appropriate service center.
Step 4 – RMA Authorization
Once the issue is verified and approved for return, you will receive an RMA number and shipping instructions. Items sent without prior authorization will not be accepted.
Shipping Instructions
The customer is responsible for safely packaging and sending the item to the designated return address unless otherwise instructed.
Be sure to include your invoice and RMA number with the package.
Aetherix is not responsible for any shipping damage during the return process.
Repair / Replacement / Refund Process
Depending on the issue, the product may be repaired or serviced by Aetherix’s technical team or forwarded to the original manufacturer or authorized service center.
If the product is found to be defective and under warranty, it will be repaired or replaced at no charge.
If the product is out of warranty or the defect is not covered, you will be informed of any associated costs before proceeding.
Turnaround Time
The typical turnaround time for repair or replacement is 20 business days from the date we receive the product.
We strive to resolve all issues as quickly as possible, but this timeframe may vary depending on the complexity of the issue and whether the product needs to be forwarded to the manufacturer.
In accordance with EU and Dutch consumer protection regulations, if the issue cannot be resolved within a reasonable period, you may request a refund or an alternative remedy.
Important Notes
Aetherix is not responsible for loss of data, shipping damage, or delays caused by third-party service centers.
If the returned product is found to be fully functional, diagnostic and return shipping fees may apply.
For business (B2B) customers, different conditions may apply based on the individual agreement.