RMA Process

Sagire AI provides free maintenance services for products where the product malfunctioned due to defective materials and parts or normal use while under the agreed warranty period (nominally one year).  If you would like to return the product for repair, an RMA number must have to be authorized before returning your products to Sagire AI.  If you think you have a defective product, follow these steps:

1. Collect all the information about the problem encountered, for example the product model, serial number, product use, hardware and software used, problem description, etc.  Note anything abnormal and any onscreen messages or error logs that occurs when the problem occurs.
2. Log onto the Sagire AI Support web page and submit a warranty request by creating an  RMA ticket:
1. collect all the information about the problem encountered, for example the product model, serial number, product use, hardware and software used, problem description, etc.  Note anything abnormal and any onscreen messages or error logs that occurs when the problem occurs.
2. In the "Choose a help Topic" field select "RMA"
3. In the "Subject" field enter the product model and serial number,
4. In the "Message" field enter the hardware and software used, a description of the problem including anything abnormal, plus a list of any onscreen messages or error logs you get when the problem occurs.
3. If your product is diagnosed as defective and is covered under your warranty period, Sagire AI Customer Support will provide an RMA (Return Merchandise Authorization) number.  The defective goods should send back to Sagire AI within 7 working days after receiving the RMA number using the following steps:
1. Customers are responsible for all shipping fees and insurance.
2. Carefully pack the defective product in a shippable container along with the return address details and the RMA number provided by Sagire AI.  A product returned without an RMA number is not eligible for warranty service.
3. Please keep original package or ensure any new packaging includes protection for the product in order to prevent any damage during transit.   Sagire AI has the right to reject and return the RMA as received in case the product is packaged improperly.
4. Write the RMA number visibly on the outside of the package and ship it to Sagire AI.
5.  After the RMA has been dispatched, please update the problem ticket with the  shipping details so that Sagire AI can track the product.
4. Once the defective unit is received by Sagire AI, the repair or replacement process will begin.
1. If no fault is found (NFF), you will be contacted for additional action (provide your FedEx/UPS number or scrap the unit).
2. If the issue is common, best efforts will be made to repair or replace within 2 weeks of receipt.  If there are any problems that cannot be fixed with this time frame, Sagire AI will notify the customer as early as possible.
3. Sagire AI will make every attempt to repair or replacement ASAP.
4. Sagire AI will be responsible for the return shipping fees and insurance.
5. Sagire AI ships using FedEx or UPS standard delivery.  All other methods of shipping, such as expedited shipping,  require your FedEx or UPS number.