Global Policies and Procedures on RMA (Returned Merchandise Authorizations)  

1. Summary of Global Warranty and Return Policy

Warranty and Repair Services

The product warranty period is 24 months. For LCD/touch panels, the warranty is 12 months. Chassis and accessories are not covered by warranty. Third-party products follow the original manufacturer’s warranty. DOA/RMA cases are generally handled via repair.

Notes

• Repair services are provided based on the availability of parts. If repairs cannot be completed during the warranty period, a refund may be issued proportionally based on the remaining warranty duration. No repair services will be provided for items that cannot be repaired outside the warranty period.
• Warranty terms for ODM/OEM products are subject to individual contractual agreements.
• Before returning a product, customers are advised to first consult the Frequently Asked Questions (FAQ) for basic troubleshooting or, if needed, contact the technical support team for initial diagnosis and assistance, which may help reduce unnecessary repair procedures and save time and shipping costs.

 

2. Terms and Conditions

Warranty Period

The warranty period is based upon the invoice date of original purchase from Jetway.

Warranty Coverage

This warranty applies only to products sold by Jetway and covers defects in materials and workmanship under normal use conditions.

This warranty does not cover the following conditions:

• Damage caused by misuse, abuse, negligence, or unauthorized modifications.
• Damage incurred during transportation or caused by natural disasters (e.g., lightning strikes).
• Products with missing, removed, or damaged serial numbers or warranty labels (whether accidental or intentional).

3. Disclaimer and Limitation of Liability

• Jetway shall not be held liable for any direct, indirect, incidental, or consequential damages resulting from product use, malfunction, design limitations, or compatibility issues with third-party hardware or software. Such damages may include, but are not limited to, data loss, business interruption, revenue loss, downtime, or additional repair costs..
• Jetway’s sole responsibility is limited to repairing or replacing defective components in accordance with its warranty policy during the warranty period. No other compensation or remedies shall be provided.
• In all cases, Jetway’s total liability shall not exceed the amount paid by the customer for the product.

 

4. RMA (Return Merchandise Authorization) Process

4-1. Submit the RMA Request Form

• Send an email to rma1@jetway.com.tw with complete and accurate information.
• Requests with missing serial numbers or incomplete details will not be accepted.
• For credit requests, all accessories must be returned with the product. Missing items may result in additional charges.

4-2. Receive an RMA Number

• After verification, Jetway will issue an RMA number.
• The RMA number is valid for 90 days from the date of issuance.

4-3. Return the Product

• Please ensure all customer-applied labels, stickers, or other markings are removed before returning the product; if such items cover product information or cause damage during removal, it will be considered cosmetic damage and will not be covered under warranty.
• The RMA number must be clearly marked on the outer packaging, and a printed copy of the RMA form must be included in the package.
• Please do not return motherboard (card) accessories (e.g., cables, manuals, etc.).
• If items such as CPU or memory modules are included in the return, please clearly indicate so; otherwise, Jetway will not be responsible for returning them.
• When returning Intel LGA socket motherboards, the plastic CPU socket cover must be properly installed to prevent damage to the CPU socket.

4-4. RMA Processing

• Jetway will process the returned items upon receipt.
• Products with physical damage are not covered under warranty.

 

5. Repair Turnaround Time

• DOA (Dead on Arrival) product processing time: 7 working days.
• In-warranty product repair turnaround time: 7 to 21 working days.
• Third-party products will be forwarded to the original manufacturer for repair; the processing time is also 7 to 21 working days.

 

6. Service Charges (Repair & Return Fees)

Under Warranty

Free repair is provided. If the issue is caused by customer-induced damage (CID) or unauthorized repairs, diagnostic and repair fees may apply.

Out of Warranty

Minimum service fee: USD $40 for motherboards and USD $60 for systems (excluding parts); if no problem is found (NPF) or the customer declines the repair after quotation, a diagnostic fee of USD $20 for motherboards and USD $40 for systems will apply.

 

7. Shipping Costs

• In-warranty repair: The customer is responsible for the shipping cost to Jetway, and Jetway will cover the return shipping. If the issue is determined to be customer -induced damage (CID)or no problem found (NPF), the customer shall bear both shipping costs.
• Out-of-warranty repair: The customer is responsible for all shipping costs.
• DOA repair: Jetway will cover both inbound and outbound shipping. If the issue is determined to be customer -induced damage(CID), the return shipping will be at the customer’s expense.