RMA Process

Merchandise Return Process

Even if we strive to deliver flawless products it can happen that a particular device is not working according to your expectations.

For that, we have a special process driven by our General Terms and Conditions for fixing the devices.

1. Follow the Troubleshooting guide, and create the RMA analysis document as mentioned in the Troubleshooting process section.

2. We need to be sure that the devices cannot be fixed remotely and that the issue is really with the device. For that, you need to open a support ticket.

3. Along with the ticket, it would be wise if you can follow

4. Once support analyzes the situation and concludes that the device has to be returned for further analysis, repair, or replacement they instruct you to open an RMA. Below you can find the detailed instructions.

5. Once you get the RMA number please pack the devices properly in a secure way

6. Write the RMA number on the package in bold letters

7. Ship it to

RMA No. xxx Simple Hardware Nad Spadem 12 147 00 Prague 4 Czech Republic VAT ID: CZ05219183 [e-mail] [phone]

The default return shipping costs are covered by the customer according to the General Terms and Conditions as we sell EX Works. Simple Hardware covers the costs of repair/replenishment and shipping back to the customer. In case we discover that the devices don't work properly because of inappropriate manipulation we inform the customer how one should proceed. Please consult with support and sales if the devices are past the guarantee. We will try to find a solution.

When shipping from outside the EU you need to accompany the shipment with an invoice at a minimal value to pass correctly through customs:

1. Proforma or commercial invoice a. RMA number b. Name of the goods and SKU and their count c. HS Codes of the goods d. Country of origin (Czech Republic) e. The value of the goods should be minimal f. The price on the proforma invoice should be close to zero (cannot be zero as some transport companies require a minimal price on the invoice)

2. Your packing list (optional) a. RMA number b. Name of the goods and SKU c. Serial numbers d. HS Codes of the goods e. Country of origin (Czech Republic) f. Unit weight, Number of units, Total weight

The numbers and texts can be handwritten on the standard documents but the numbers need to match.

Please provide all the documents to us as well via email to [e-mail] so we can speed up the customs processing.

Also please check for additional country-specific forms that need to be filled in by you in order not to be charged a Customs fee on re-import once the devices are returned to you.

How to create an RMA number once our Support Team confirms you to do so:

Create RMA Number

In case of any question please contact sales or support.