Copyrights Tvilight B.V. September 2017. Datasheet is subject to change without notice.
Return Material Authorization (RMA)
Keywords: Wireless iSLC, iOLC Radio Frequency (Intelligent Street /Outdoor Lighting Controller RF), Outdoor Wireless Sensor
Product type: CitySense
1. General RMA and Warranty Policy
The RMA process is applicable to all types of product/ device repair/ replacement. For
avoidance of doubt, some of the standard conditions are outlined here:
1.1 To maintain product warranty conditions, the products must be properly
handled, installed, commissioned and maintained according to Company’s instructions, and
taking into account the specic tolerances, as mentioned in the product documentation
available on the Company website or delivered by the Company’s authorized personnel.
Important documents (such as Product Factsheets, Installation manuals, Wiring diagrams,
Product Handling and Operating Guide, Installation do’s and don’ts) must be strictly followed
during the course of Project handling, installation, commissioning and handover.
1.2 Customer shall ensure that the Project Manager(s), System Integrator(s)
and/ or Installation Contractor(s) responsible for the Project, strictly comply to the provided
documentation and guidelines.
1.3 Warranty based RMA is applicable to defects in material, design and/or
manufacturing and applies to the entire product, excluding battery, power supply, other wear
and tear parts and consumables. Warranty is not applicable when the defect is caused by or
resulting from circumstances beyond Company’s control, such as but not limited to vandalism,
re, no inuence, act of God, local dirt accumulation, faults caused by force majeure or
mechanical damage such as damage during transportation/ installation, etc.
2. RMA Information
RMA or warranty is only valid when the Products are purchased directly from Company’s
(sales) organization or authorized representative. Proof-of-purchase for the Products should be
available for inspection.
2.1 Adequate records of operating history should be kept and available for inspection
by Company. The following information must be submitted along with the RMA request.
- Customer information -- where the item was purchased (if applicable)
- Your phone number and e-mail address(es)
- Product model and serial numbers (e.g. TVI-SKL-000254)
- Purchase date
- Copy of Receipt/ Proof of purchase
- 3G data card model (in case of Gateway RMA)
- Description of failure, defect or damage (see details below)
2.2 The ‘Description of failure, defect or damage’ should include at least the
following:
- Installation characteristics (location, street name, number of Products affected,
product part-numbers, relevant installation details, luminaire and driver used)
- Grid information (in particular, presence of electrical cabinet/ feedar pillar and
streetlight junction box, and presence of the electrical safety equipments within the cabinet
and the junction box)
- Manner in which and environmental circumstances under which the Products
have been used
- Name, variant and number of the defective Products
- Installation date
- Detailed problem description/ observations
3. Right to Access Products
If requested, company’s representative should have access to the defective Products.
3.1 Upon request, Company’s representatives shall be granted access to the
defective Product and/ or power grid to which the Product was connected for verication
--- prior to its disassembly. Any restriction will withdraw Company’s warranty obligations.
Damaged parts, debris etc. should not be disposed-off until a written authorisation is given by
the Company.
3.2 If the Products or other parts become suspect, such representative shall have
the right to invite other manufacturers’ representatives to evaluate the lighting systems. Such
operating history should include data such as type of luminaire/ driver, grid parameters,
temperature conditions, product installation date, intervention overviews (if any).
4. RMA Conrmation Process/ Application Form
4.1 The RMA should reported to the Tvilight Service Desk/ Online portal provided by
Tvilight (Jira)
4.2 To ensure the warranty claim, the RMA should be reported within ten (10)
calendar days from the date of any defect or damage recognition.
4.3 Requests for RMA shall be processed during the business hours
4.4 Upon receiving a formal request, the Company will assign a specic RMA
number. Such RMA Conrmation will be sent via Jira. His form must be put inside the
packaging when the product is shipped to the Company.
5. RMA Return Shipment
5.1. Packaging: Original packaging should be used if available to minimize the risk
of shipment damage. Board products must be enclosed in an antistatic bag to avoid ESD
(electrostatic discharge) damage.
5.2 If items are damaged during return shipment due to insufcient packaging, it will
be left to Company’s discretion to determine whether or not the product is repairable.
5.3 Please follow these guidelines when returning product to the Company:
- Use the product’s original packaging if still available
- Ship the RMA items via traceable means to the below address
- Write the RMA number on at least two (2) outside surfaces of each return
package
- Write RMA number on the Air Waybill or Shipper
- Allow four (4) weeks turn-around time after receipt of RMA by Company.
5.4 Address: All RMA packages should be shipped to:
TVILIGHT B.V.
RMA# _ _ _ _ _
Westerhaven 13, 6th oor,
9718 AW Groningen, the Netherlands
5.5 Tracking: All RMA returned items must be sent via traceable means. Examples
include UPS, FedEx, DHL, US Postal Service Priority Mail or similar. Be sure to retain the
tracking information for your records. The Customer is responsible for the product until it is
received by Company.
6. Shipment Charges
6.1 Company will cover for the shipment of the repaired/ replacement items back to
the Customer.
6.2 Customer is responsible for paying shipment charges when returning the
Product(s) to the Company.
6.3 Company shall not be responsible or shall not cover any other direct or indirect
costs associated with such repair or replacement.
7. RMA Turnaround Time
7.1. Standard Delivery: Within four (4) weeks after receipt of returned parts, the
repaired or replacement item will be ready for return shipment. Customer should receive the
item within 5-10 working days as a standard method of shipment.
7.2. Expedited Delivery: If the Customer requires resolution within ve (5) working
days from receipt of returned parts, an expedite fee will be incurred, as follows:
7.2.1 Finished products - 40% MSRP
7.2.2 The Customer will also be required to pay expedited shipment charges over and
above standard rates.
8. RMA Repair and Test Procedures
8.1 All items returned under an RMA will be repaired, or at Company’s option
replaced with either new or factory refurbished parts. If a returned product is determined to
be damaged or misused, it will be handled according to the out-of-warranty policy below.
8.2 All repaired or replacement parts will have successfully passed the appropriate
manufacturing quality assurance test procedures. These are the same tests that are utilized
to verify ‘new build’ products as manufactured by Company.
8.3 A new warranty period shall not start in case of repair or replacement of the
Product after approved claim.
8.4 Products within the Warranty repaired items are warranted for the remainder of
the original warranty (residual warranty period) or sixty (60) days, whichever expires later.
8.5 The non-conforming or defective Products or parts shall become Company’s
property as soon as they have been replaced.
8.6 In the case of Product exchange, the Company shall reserve the right to deviate
from the original product by reason of technical progress, and to make any reasonable
deviation in respect of design and features.
8.7 Alternatively, the product shall be taken back in exchange for a refund of the
purchase price, deducted at 15% value per year, in turn enabling the Customer to purchase a
substitute Product.
7. RMA Closing Procedure
7.1 If Company has not received the RMA requested items from the Customer
within thirty (30) days of the RMA assignment date, the RMA will be closed.
7.2 Company will not accept any packages without a clear, valid RMA number
appearing on at least 2 surfaces on the box/ packaging and reference to the RMA number on
the shipper or air waybill.
7.3 Only the specic items listed on the RMA will be accepted. All other items will be
returned to the Customer at Customer’s expense.
7.4 After return shipment of a repaired/replacement part to the Customer,
Company will close the RMA.
8. RMA Out-Of-Warranty
A Product whose warranty period has expired or which has been damaged or misused may
be determined to be ‘out-of-warranty’. If the Product is determined to be out-of-warranty, the
following guidelines are applied.
8.1. Repair or Replacement: At Company’s option, an out-of-warranty product may
be repaired or replaced with new or refurbished parts for a fee. Products that have been
damaged or misused may be deemed non-repairable at Company’s determination.
8.2 All shipping costs for out-of-warranty repaired and/or replaced items are the
responsibility of the Customer.
8.3 Repair or Replacement Fees: Out-of-warranty Products will be repaired or
replaced as determined below.
A € 75,- non-refundable diagnostic fee is required to determine whether the product can
be repaired. If the product is repairable, the charge for repair will be 60% of the current
Customer list price. If the product can be repaired and the Customer approves the charge,
the diagnostic fee will be credited towards the repair cost. If the product is not repairable
and the Customer approves the replacement, the charge for replacement will be the current
Customer list price.
8.4 If after issuance of an RMA, Company determines that the Customer has no
warranty protection for the Product(s) shipped under the RMA, the Company is entitled to
charge the Customer the costs that it incurred in inspecting the Product(s) and determining
whether it was eligible for warranty coverage.
This document is part of the CitySense Product Datasheet. It describes the handling and operating guidelines
for the use of products.
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