1. Introduction

This document outlines our streamlined Return Merchandise Authorization (RMA) process to resolve product-related issues efficiently. By following these steps, customers can ensure timely assistance and accurate solutions under our warranty policy.

2. RMA Process Overview

Step 1: Customer Submits Request

• Please use this link or choose Submit Ticket on our website. 
• Choose : Replacement Parts for all product/missing spares related issues

https://support.ssupd.co/en/support/tickets/new?ticket_form=replacement_parts

• Include a brief description of the issue (e.g., "screen malfunction," "missing component").

Step 2: Provide Required Information
To expedite resolution, submit the following details:

• A. Purchase Verification
  • Purchase Channel/Platform: Specify where the product was purchased (e.g., Shopify, Amazon, retail store).
  • Order Number: Confirm the exact order number (double-check for accuracy).
  • Purchase Invoice: Attach a copy of the invoice or order confirmation (must include date and product details).
  • Purchase Date: Month & Year of purchase.
• B. Product Identification
  • Product Model Name/Number: As listed on your order (New or Good Condition)
  • Product label: Serial Number on Product
  • Packaging Photo: Include the product identification code (e.g.,SKU/UPC/EAN , barcode) on the packaging.
    

    C. Issue Documentation 

• Visual Evidence:
  • Clear photos/videos of the defect or damage.
  • Highlight affected areas (e.g., cracked screen, faulty connector).
• Replacement Parts:
  • Photos of components needing replacement OR
  • Or screenshot from the manual/website specifying the part (to ensure correct replacement).

Step 3: Ticket Review

• Our team will:
  • Verify eligibility under the Warranty Policy.
  • Confirm replacement part availability.
  • Provide resolution options within 1–3 business days.

Step 4: Resolution

• Replacement:
  • Approved requests: Parts shipped within 7–10 business days (timeline may vary by region).
  • Tracking details provided via email.
• Advanced Replacement: For critical issues, expedited shipping may be available (terms apply).
• Non-Warranty Cases: Repair/replacement options with cost estimates provided.

Step 5: Closure & Feedback

• Confirm resolution completion.
• Request customer feedback to improve service.

3. Warranty Policy

• Coverage: Defects in materials for 1 or 2 years from purchase date.
• Exclusions:
  • Damage from misuse, unauthorized modifications, or accidents.
  • Products purchased from unofficial channels.
  • International Customers: Service varies by region; contact local support teams.

4. Additional Notes

• Return Packaging: Retain original packaging for 14 days after resolution.
• Data Security: For electronics, back up data before returning devices.
• Status Tracking: Use our Support Portal or Ticket Email to monitor case progress.

5. FAQs

Q: How long does the RMA process take?

A: Typical resolution time is 7–14 business days, depending on part availability and location.

Q: Can I return the entire product instead of repairing it?

A: Full returns require approval and are subject to our Refund Policy.

https://support.ssupd.co/en/support/solutions/articles/151000206387-return-and-refund-policy

Q: What if I no longer have the invoice?

A: Provide alternate proof of purchase (e.g., bank statement, retailer confirmation).