Return Merchandise Authorization (RMA) Policy and Procedures
After determining with Customer Service that your hardware needs to be sent in for repair or replacement at our discretion, please follow the steps below.
Request an RMA number: E-mail the RMA details listed below to [email protected]:
- Device Description
- Part Number (see Locating Part Numbers on following page)
- Device Serial Number
- Description of failure – primary symptoms or issue
- Shipment Information (address and contact info) to return repaired items to you
- Return Shipment Method (choice of regular or expedited return shipment method) to return repaired items to you.
- Return Shipment Account
- Client PO Approver – in the event there is hardware damage, who should receive the quotation for the cost to repair and return shipping
Ship material: Upon receipt of an RMA number from Tenna, package the material and return it via mail carrier of your choice to Tenna’s Distribution Center. Material cannot be returned to Tenna without an RMA number already assigned. Return shipping:
2045 Lincoln Highway
Edison, NJ 08817
Please be sure to ship the item(s) requiring a signature upon delivery. All packages must be shipped to Tenna LLC. as freight prepaid. Items will be tracked according to RMA number, so please be sure to include this number on the outside of the box, as well as on a label that is affixed to the unit(s). Any customer that does not note the RMA number on the box may be subject to a service charge.
To request an RMA number or inquire about the status of an existing RMA, please call Customer Support at (888) 836-6269 or send an email to [email protected].
Evaluation and Damage Determination: In the event the repair requires a purchase order to proceed, Tenna will send the quotation for repair to the Client PO approver defined in Step 1. The RMA hardware repair will remain on hold until the PO Approver provides additional direction. If there is no response from the PO Approver after 90 days, Tenna will return or dispose of the hardware at our discretion.
Repair and Return: Once the RMA hardware is repaired, it will be returned using standard ground shipping method unless the customer specified expedited shipment for premium shipping fees in the Shipment Method in Step 1. The RMA hardware will be sent using the Shipment Information identified in Step 1.
The purpose of this document is to outline the steps for initiating and shipping an RMA to Tenna, LLC. The warranty will be voided if the product is found to have been abused, misused, installed improperly, or modified in any way.
Additional Warranty information can be found in the Limited Warranty.
If the product is covered under the warranty, the repair work will be completed, or the product will be replaced at our discretion. If the product is no longer covered under the warranty (whether because the warranty has expired or been voided), an estimate of the repair, shipping and handling costs will be provided to the PO Approver.
Locating Part Numbers and Serial Numbers
In certain instances, you may need to provide a Tenna device or component part number in order for Support to best assist with troubleshooting a hardware issue. Typically, the part number is located on a label affixed to the device or component. Please call Customer Support at (888) 836-6269 if you are unable to locate your part number.
On cables, the part number is located on a label affixed to the cable. See example.
Customer Support & RMA Information Technical Support/RMA:
Phone: (888) 836-6269
Support Hours: 9:00am – 6:00pm, Monday – Friday (ET)
An RMA number can be requested 24/7