Axonn Warranty Returns Procedure

It is Axonn’s policy to extend a warranty coverage period to each of its customers who purchase Axonn products. In the event that a customer finds it necessary to return a product to Axonn that is covered by our warranty, a process has been established that will ensure proper tracking of the returned product, and that appropriate credit issues are made. Tracking of returns is accomplished through the issuance of an RMA number to the customer requesting a return. All products that are returned to Axonn must have an RMA number associated with them to assure proper defect analysis tracking and that a credit is issued to the appropriate account. Products that are returned without an RMA number will be returned to the customer without any further action being taken. Return shipment is at the purchaser’s expense. The process for returns is as follows:

1. The customer should first contact his / her sales representative and describe the problem being experienced. It may be necessary to involve an Axonn applications engineer to help isolate the problem before a return is made.

2. If the problem is suspected to be an Axonn Product, the customer will contact his / her designated Axonn sales representative and request an RMA number. The Axonn sales representative will request an RMA number from the Axonn Customer Service representative, who enters the request into the system and an RMA number is generated.

3. The Axonn sales representative will provide the RMA number to the customer for an authorization to return a small number of boards for evaluation. This step is necessary to isolate and confirm the problem is within an Axonn product, thus preventing a potential return of a large number of units that may have nothing wrong with them.

4. Axonn engineering will evaluate the returned units, in conjunction with the Axonn sales representative and or applications engineer to attempt to duplicate the problem.

5. If the problem is confirmed, Axonn Program Management will authorize accounting to issue a credit to the customers account, or ship the repaired or replaced unit to the customer, which ever is deemed to be appropriate in each case. Serialized product may be replace with identical product of different serial number. Axonn will return ship repaired or replaced product using the most economical method available.

6. If additional units that exhibit the same problem are to be returned, a new RMA number will be issued that is associated with the quantity and date of the additional returns.

Axonn will always attempt to perform an analysis of the returned products as soon as possible, but in no case will take longer than 30 days to perform the analysis. The customer will be kept informed of the progress and results of the analysis as soon as it is completed.

The customer is responsible for retrieval of Product from the field and shipping the unit to Axonn for evaluation. If the Product is found to be defective, Axonn will repair or replace the product then return ship the product in the most economical method available at Axonn’s expense. If the Product is not found to be defective, the customer shall bear the cost for return shipment.