How does the RMA process work?

If Aquatic AV deems necessary, an RMA will be issued to fix a defective product. A Customer should always speak with an Aquatic AV Customer Service Team Member before submitting an RMA request. Submitting an RMA request via Support Center DOES NOT give permission for a product to be sent to Aquatic AV for repair. Should an Aquatic AV product be found defective within the limited 2 year warranty period* the product owner is to send pre-paid freight of IN-WARRANTY items, ALONG with an approved RMA request issued by Aquatic AV. There are cases when Aquatic AV can service out-of-warranty products at the customer's request and expense, please ask an Aquatic AV Customer Support Team Member for further questions.

All returns must be pre-approved prior to shipment and require the submission of an RMA request and the written approval of a return by an Aquatic AV Customer Service Team Member. All returned items must include a clear explanation of the defect with documentation requested by Aquatic AV. 

Returns that are not authorized or received without an approved RMA request that is clearly marked on the shipping label and/or returns shipped freight collect will be REFUSED or DELAYED by thirty (30) or more business days. 

Please ship only the authorized unit(s) within proper packaging, as damaged or lost goods during shipment are the customer sole responsibility.  

The following may also result in the loss of warranty:  insufficient packaging, incomplete unit(s), unit(s) not returned with its original box, any MISUSE beyond normal use, or modified/altered unit(s) including, but not limited to: cut harnesses, cut cables, disassembly of units, missing/modified serial numbers, missing date codes, etc. 

You must include original product packaging in any warranty repair request or could be charged for missing parts ($10). Should the product be found to have no problem and/or submitted without an approved RMA request, Aquatic AV Dealers and Distributors are subject to a $10 testing fee. 

Unit(s) void of warranty will require an out of warranty service fee for repairs or the units will be returned to sender.  Aquatic AV will evaluate all returns to validate the defect.  If a defect is found in a unit that is still under warranty, Aquatic AV will repair or replace the defective goods with an equivalent replacement via ground freight prepaid.  If no defect is found, the unit(s) will be returned as received.  Should Aquatic AV have no satisfactory replacement model(s), a credit will be issued.  All units returned for credit, if not complete, will be charged a 10% re-stocking fee.

* Exceptions include, but not limited to: Televisions, monitors and other video transmitting or receiving equipment where the warranty period is only 1 year.

Aquatic AV reserves the right to modify their return policy without prior notice.