Advance Replacement Policy
These terms are a summary. Your invoice, quotation or service agreement sets out the terms that apply to your purchase.
How Advance Replacement Works
1. Reporting a Hardware Fault
If your product is covered by an active support agreement that includes advance replacement, contact CoreFlux technical support on +971 54 382 7604 or open a case online. A support engineer will work through the fault with you and decide whether a replacement part, a replacement unit or an on-site visit is needed. Where advance replacement is approved, we send the replacement before we receive the faulty item, and the approval is recorded under an RMA number.
2. Replacement Products
• A replacement may be new or refurbished to the manufacturer's specification, depending on the manufacturer's programme and stock. • Replacements are usually supplied without accessories, cables or media. Please keep these from the original product.
3. Dispatch of Replacements
• Once an RMA is approved, we dispatch the replacement as soon as stock and courier schedules allow. • Dispatch and delivery depend on product availability and exclude weekends and UAE public holidays. • Any delivery timeframe agreed for your account is set out in your support agreement.
4. Eligibility and Delivery
• Advance replacement applies only to products under an active support agreement that includes it. • Delivery charges are handled as set out in your support agreement. For deliveries outside the UAE, import duties and customs charges are normally paid by the customer. • Replacements are sent to the address held on your account, so please keep it up to date. • If several faulty items from the same site have not yet been returned, new advance replacement requests for that site may be held until they are.
Returning the Faulty Item
• Each replacement comes with return instructions. If you lose them, email support@coreflux-me.com and we will send them again. • Return the faulty item within the period stated in your RMA instructions, packed in the replacement's packaging or other suitable protective packaging. • If the faulty item is not returned within that period, we may invoice you for the replacement.
On-Site Repair
• Where your support agreement includes on-site service, we will agree a visit time with you once the RMA is approved. • On-site work can be arranged directly with CoreFlux or through the reseller you bought from. • Visit scheduling depends on parts availability, location and the service level in your agreement.
How an RMA Works
- 1.
Submit a Claim
- 2.
Send or Collect
- 3.
Inspection
- 4.
Resolution