RMA Worldwide
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).
Exclusions and Limitations
This warranty does not cover design flaws or defects in individual components used in Jetway products.
Jetway does not provide any additional warranties, either expressed or implied, including but not limited to implied warranties of merchantability or fitness for a particular purpose.
Jetway’s sole obligation under this warranty is to repair or replace defective parts.
To the maximum extent permitted by law, Jetway is not liable for:
- Direct, special, incidental, or consequential damages, including lost profits, downtime, loss of goodwill, equipment damage, or property loss.
- Costs related to data recovery or reprogramming.
Certain jurisdictions may not allow the exclusion of incidental or consequential damages, so these limitations may not apply to all customers.
This limited warranty provides specific legal rights, and additional rights may vary by jurisdiction.
Any disputes arising from this warranty will be governed by the laws of the relevant 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.