RMA Definitions

Standard RMA (RMA):

• Faulty unit needs to be shipped from the customer to Vidyo prior to receiving a replacement. The customer is responsible for the shipment to Vidyo (including all duties and taxes).
• The repaired or replacement unit will be shipped back to the customer within 14 days from receipt of the faulty unit.

Advanced RMA (ARMA):

• A replacement unit is shipped the same day if the request and all of the required information is received by 3PM EST. Some cases might require a troubleshooting session with Vidyo Support Team for RMA authorization.
• During holidays, weekends, and monthly inventory counts (the first business day of every month), shipping will be done on the next business day.

Dead on Arrival (DOA):

• Reseller - Is entitled for DOA if a case is submitted within 14 days that the product was received.
• Distributor - Is entitled for DOA if a case is submitted within 30 days from the day that the product shipped from the Distributor to the End User, or within 4 months from the day the product shipped from Vidyo to the Distributor, whichever comes first. 
• The replacement unit is brand new.
• A return label is either provided inside the box of the replacement unit or is emailed to the requester of the case. In some cases, Vidyo may have to schedule the pickup of the faulty unit if a label cannot be provided.
• Vidyo is responsible for all shipping costs associated with replacing and returning the faulty unit.
• A replacement unit is shipped the same day if the request and all of the required information is received by 3PM EST. Some cases might require a troubleshooting session with Vidyo Support Team for RMA authorization.
• During holidays, weekends, and monthly inventory counts (the first business day of every month), shipping will be done on the next business day.