Global Policies and Procedures on RMA (Returned Merchandise Authorizations)  

Summary of Global Warranty Policy

Product Type	Warranty	for DOA (7 days for internal process)	for RMA (21 days for internal process)
Motherboard	24 months *Special projects for Excluded	Credit at current price (3 Months from Invoice Date)	Repair or Replacement
Barebone	24 months *1	New Replacement	Repair or Replacement
AIO/Panel PC	24 months *2	New Replacement	Repair or Replacement
Chassis	12 months	New Replacement	Repair or Replacement
Accessories	No Warranty Provided

*1. Effective Date: May 1, 2018.
*2. Two Year on PC, One year on LCD/Touch screen.

• Credits will be issued only to Jetway’s direct customers.
• No credit will be provided for non-warranted products.
• No credit will be provided for products with physical damage.

Terms and Conditions

Warranty Period

The warranty period starts from the original invoice date of purchase from Jetway Information Co., Ltd.

Warranty Coverage

This warranty covers all products purchased directly from Jetway Information Co., Ltd. It applies only to defects in materials and workmanship under normal usage conditions.

The warranty does not cover:

• Damage caused by misuse, abuse, negligence, or modifications.
• Damage occurring during shipping or due to natural disasters (e.g., lightning strikes).
• Products with missing, altered, or removed serial numbers or warranty labels (accidental or intentional).

Shipping and handling fees may apply based on the region. Customers are responsible for all shipping costs for warranty claims outside standard service areas.

Products purchased through online auctions or third-party resellers are NOT covered under this warranty.

To qualify for replacement or refund, a product must be reported as DOA (Dead on Arrival) within 3 months of the invoice date, through Jetway Technical Support (via phone or email).

 

Warranty Disclaimer & Limitation of Liability

Jetway Information Co., Ltd. (“Jetway”) designs and manufactures products according to industry standards and provides a limited warranty. By purchasing or using Jetway products, you agree to the following terms:

1. Product Design & Warranty Coverage

• Jetway strives to provide high-quality products but does not guarantee they are free from defects or suitable for all applications.
• Product designs, specifications, and availability are subject to change without prior notice, and Jetway is not responsible for any resulting impact.
• Customers should perform their own tests to verify product suitability. Jetway is not liable for any loss resulting from unmet application requirements.

2. Warranty Disclaimer

This warranty does not cover design flaws or defects in individual components used in Jetway products.

• Merchantability: No guarantee that the product meets all market standards.
• Fitness for a Particular Purpose: No assurance of suitability for specific applications (e.g., military, aerospace, medical, extreme environments).
• Jetway does not guarantee compatibility with specific hardware, software, or systems.

3. Limitation of Liability

To the maximum extent permitted by law, Jetway is not liable for:

• Any direct, indirect, incidental, or consequential damages, including but not limited to data loss, business interruptions, lost revenue, downtime, or additional repair costs.
• Any claim exceeds the original purchase price of the product.
• Compatibility issues with third-party hardware or software.

4. Product Updates & Technical Changes

• Jetway reserves the right to update product designs, specifications, and firmware without notice.
• New versions of products, drivers, or firmware may not be fully compatible with previous versions.

This limited warranty provides specific legal rights, which may vary by jurisdiction.

 

RMA (Return Merchandise Authorization) Process

1. Complete the RMA Form

• Fill out the RMA Service Request Form with accurate and clear details.
• Submit it via email to rma1@jetway.com.tw.
• Incomplete or incorrect information may delay processing.
• Products without a serial number will NOT be accepted.

For RMA credit requests, return all components along with the defective item. Missing components may incur additional charges.

2. Receive an RMA Number

• Once verified, an RMA number will be issued and sent via email.
• The RMA number is valid for 90 days from the date of issuance.

3. Shipping Instructions

• All external labels, adhesives, and markings must be removed before returning the product to Jetway.
• Any damage caused by label removal may void the warranty.
• The RMA number must be clearly visible on the outer packaging.
• Include a printed copy of the RMA request form inside the package.

4. Processing the RMA

• Products with physical damage are NOT covered under warranty.
• Some defective products may be deemed unrepairable.
• Missing accessories (e.g., cables, brackets, AC adapters, batteries, BIOS chips, covers) may result in additional charges.
• Do NOT send accessories with motherboard RMAs unless specifically requested.

5. Return Shipping

• Standard warranty repairs will be processed within 21 business days from receipt.
• DOA items will be processed within 7 business days.
• Third-party products not manufactured by Jetway will be sent to the original manufacturer for repair (typically 7–21 working days).
• Replacement or repaired items will be shipped using standard ground service.
• Additional fees may apply for non-direct customers. (Refer to the RMA form for details.)

6. Service Charges (Repair & Return Fees)

Under Warranty

Free repair unless damage is due to misuse or unauthorized repairs. In such cases, Jetway may charge inspection and repair fees.

Out of Warranty

Basic repair costs (excluding part costs):

• Card: $40
• System: $60

Inspection costs for out-of-warranty repairs:

• Card: $20
• System: $40

No Problem Found (NPF) Fees:
If the product is tested after the warranty expires and no issues are found, fees apply:

• Board: $20
• System: $40
• Customers must also cover round-trip shipping costs.

If customers choose NOT to proceed with repairs after testing, the following fees apply:

• Board: $20
• System: $40
• Shipping costs will be waived for scrapped products.

7. Shipping Costs

Condition	Inbound Shipping	Outbound Shipping
Under Warranty	Customer Pays	Jetway Covers
Out of Warranty	Customer Pays	Customer Pays
DOA (Dead on Arrival)	Jetway Covers	Jetway Covers

8. Special Handling for Intel LGA Socket Motherboards

• Motherboards with Intel LGA sockets must be returned with the protective plastic CPU socket cover securely in place.

Important Notice

• Some materials in Jetway products may contain lead or other chemicals known to pose health risks.
• Wash hands thoroughly after handling any Jetway motherboard or electronic component.
• This policy applies globally, regardless of the region of purchase.