Infinitum is committed to delivering high-quality products and ensuring customer satisfaction. If a product issue arises, customers may request a Return Material Authorization (RMA) for evaluation. This policy outlines the procedure for submitting an RMA request, customer responsibilities, evaluation outcomes, and repair options. Customers are encouraged to review this policy in full before initiating an RMA.
1. RMA Request Process
To initiate an RMA, customers must contact Infinitum Support (https://support.goinfinitum.com/hc/en-us/requests/new) and provide the following required information:
- Product serial number
- Detailed description of the issue
- Troubleshooting steps already performed
- Photos of physical damage (if applicable)
Infinitum will review the request and issue an RMA number if the return is approved. Products returned without an authorized RMA number will not be processed.
2. Customer Responsibilities & Non-Warranty Issues
Infinitum’s warranty covers defects in materials and workmanship under normal operating conditions. However, RMAs related to customer negligence, improper installation, or misapplication will not be covered under warranty. These include:
- Physical damage due to mishandling, exposure to unsuitable environments, or improper storage
- Use outside of approved specifications or in non-intended applications
- Failure to follow installation and operational guidelines
If an evaluation determines that an issue resulted from customer negligence or misapplication, the customer will be responsible for the evaluation fee of $150 and the repair or replacement costs. A failure analysis report will be provided, and repairs will proceed only upon customer approval.
3. Shipping Instructions
To prevent damage during transit, customers must properly package the product following Infinitum’s shipping guidelines (https://support.goinfinitum.com/hc/en-us/articles/39033499299859-Return-Shipping-Instructions). This includes using original or equivalent protective packaging. Infinitum is not responsible for damages incurred due to improper packaging during return shipping. Customers are responsible for shipping costs unless otherwise specified.
4. Evaluation Process & Outcomes
Once the returned product is received, Infinitum will evaluate it to determine the appropriate resolution:
- Warranty-covered issue: If the failure is due to a covered defect, Infinitum will repair or replace the product at no cost.
- Customer-induced failure or improper installation: The customer will receive a report detailing the findings and an estimate for repair or replacement. Repairs will only proceed upon written approval.
- No issue found: If the product is functioning within specifications, an evaluation fee may be charged, and the product will be returned to the customer at their expense.
5. Out-of-Warranty Repairs & Coverage
Infinitum offers out-of-warranty repairs when feasible. Customers will receive a repair quote based on parts, labor, and handling costs. Repair services must be approved and paid for before work begins. Repaired products may come with a limited 90 day warranty on the repaired components, which will be specified in the repair quote.
6. Additional Support
Customers unsure about product issues or troubleshooting steps are encouraged to contact Infinitum’s technical support team before initiating an RMA. Proper troubleshooting may help avoid unnecessary returns and associated costs.
By submitting an RMA request, customers acknowledge and agree to the terms of this policy. Infinitum strives to process returns efficiently while ensuring a fair and transparent resolution.