RMA request / procedure

Advance Replacement

In the event of a hardware failure, please contact Niveo Professional at info(at)niveoprofessional.com to obtain a Return Material Authorization (RMA) number. The replacement part may be refurbished, or substituted with similar products at the option of Niveo Professional. Niveo Professional cannot guarantee new replacement units be shipped against RMAs.

All returned material must have a valid Niveo Professional RMA number. This number is necessary to ensure proper tracking and handling of returned material at the factory. Do not return any hardware until an RMA is issued. Niveo Professional reserves the right to refuse shipments that do not have an authorized RMA number. Refused shipments will be returned to the shipper via collect freight. The RMA Returns Policy requires customers to return the defective parts to Niveo Professional within 10 business days of receipt of the replacement unit, or be billed for the unit at full purchase price.

Return to Factory Repair

All claims filed for hardware units that fail (under warranty, not under a maintenance contract) will be repaired or replaced (with refurbished equipment) at the sole discretion of Niveo Professional. Units returned under a valid RMA number will receive a ninety (90) day hardware warranty or the remainder of the original hardware warranty, whichever is longer. Niveo Professionals global repair centers are located in Amsterdam, The Netherlands and Taipei, Taiwan.

Dead on Arrival (DOA)

For hardware that is considered Dead On Arrival (DOA) within the first thirty (30) days from the shipment date of product from Niveo Professional manufacturing facilities, Niveo Professional will provide an expedited replacement of the affected field replaceable unit (FRU). A new unit will be made available for shipment from a designated Niveo Professional manufacturing facility within reasonable time of RMA issuance. Defective part must be shipped back to Niveo Professional within 10 days after the replacement part is delivered, or customer will be invoiced the full purchase price of the replacement part. Customers should allow for additional transit and custom clearance time if international customs clearance is required. Please do not send a DOA unit back to below addresses unless instructed by a Niveo Professional authorized representative. Please do not return any hardware back to Niveo Professional without a valid and authorized Return Material Authorization (RMA) number.

When requesting an RMA, please provide the following information:

  • Product model number for the defective hardware
  • Product serial number for the defective hardware
  • System serial number of the base unit
  • Description of failure and troubleshooting performed to isolate cause
  • Customer ship-to address
  • Contact name
  • Contact phone, fax, and e-mail

Niveo Professional maintenance and support services offerings for its hardware systems do not provide for repair or replacement of certain parts installed in or sold for use with Niveo Professional systems.