Warranty and Returns Policy

RETURN MERCHANDISE AUTHORISATION (RMA) PROCEDURE

  1. iStorage operates a 36-month return to base warranty on all Flash based products (i.e. datAshur), and a 24-month return to base warranty on all HDD/SSD based products (i.e. diskG, diskAshur, diskAshur DT).
  2. Prior to returning any product to iStorage, a Return Merchandise Authorisation (RMA) form must be completed and sent to iStorage.
  3. Dead On Arrival (DOA) period is 14 days from date of delivery from customer to end-user. Proof of sale from customer to end-user will need to be supplied in order to validate replacement.
  4. iStorage will replace all complete DOA units with complete new stock.
  5. Customer will return to iStorage DOA goods complete with all components, cables, software, media and packaging. iStorage will notify customer within 48 hours from receipt of DOA goods, of any missing components and customer will instruct iStorage to either disregard or charge for all such missing components.
  6. Broken (physically damaged) or scratched goods cannot be treated as DOA unless proof that it arrived in this condition from supplier is given in accordance with iStorage’s standard Terms and Conditions. iStorage will notify customer within 48 hours from receipt of DOA goods, of any damaged components and customer will instruct iStorage to either disregard or charge for replacement of all such damaged components.
  7. After 14 days from date of receipt of iStorage product from customer to end-user goods will be repaired only.
  8. Units for repair will only have the faulty part repaired/replaced.
  9. Incomplete goods sent to iStorage outside of DOA period will not be made good to re-stocking quality. That is, missing items e.g. software, media, cables, packaging will not be replaced unless specifically requested by customer in which case iStorage will charge customer for all such items.
  10. Any attempt made by customer to repair an iStorage product will result in the warranty being invalidated.
  11. iStorage do not supply free of charge accessories/consumables to customers, either to make good or for customer’s stock purposes.
  12. No customer will have an open RMA number.
  13. Customer must identify which product is for repair and which is to be replaced as DOA when completing an RMA form.
  14. All RMA forms must be filled in correctly. Fault descriptions such as “Faulty” will not be accepted and will result in delays.
  15. Customer will arrange to send faulty products to iStorage; iStorage will arrange to send repaired/replaced products back to customer.
  16. Product returns for credit need to be approved by an iStorage Account Manager and authorised by the General Manager. An RMA number will be issued once the iStorage Account manager has authorised the return for credit.
  17. iStorage will charge for parts and labour for any product returned outside of the warranty period.