Return Material Authorization (RMA) Policy

This document outlines Integrated Metering System's Return Material Authorization (RMA) policy.

Warranty Claim Procedure

No product may be returned directly to Integrated Metering Systems (IMS) without first contacting IMS for an RMA number. The RMA number is valid for 30 days from issue date. If the product is not received within 30 days, the RMA will be cancelled.

How to Initiate an RMA

To initiate an RMA process, you must submit an RMA form. You can download the form from www.imsmeters.com. Fill out the form and e-mail it to RMA@imsmeters.com or fax it to our RMA Department at (727) 541-5892. Once the RMA claim has been confirmed, a response will be sent immediately via e-mail receipt. Also include a copy of the form in the returned shipment.

What and How to Ship

The product must be properly packaged with the RMA number clearly displayed on the outside of the shipping box. Customer is responsible for paying the shipping charges to send the defective products to IMS. A returned product without clearly marked RMA number will be refused and returned to sender. Product(s) returned for warranty repair must be shipped to:

Integrated Metering Systems, Inc
Attention: RMA Department
RMA #:
11701 Belcher Rd S.
Suite 123
Largo FL 33773
Tel: 727-539-1813

Packaging

Original packaging should be used if available to minimize the potential for shipment damage. For product items generally weighing less than 3 lbs., the customer should use appropriate packing materials that provide a minimum 2" of foam or similar padding protection for all surfaces of the contents. If items are damaged during return shipment due to insufficient packaging, it will be left to IMS's discretion to determine whether or not the product is repairable. Please follow these guidelines when returning product to IMS:

  • Use the products original packaging if still available
  • Ship the RMA items via traceable means. Please note additional insurance can be arranged with your freight carrier if applicable.
  • 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 twenty (20) business days Turn-Around-Time after receipt of RMA by IMS

If items are damaged during return shipment due to insufficient packaging, it will be left to IMS's discretion to determine whether or not the product is repairable.

Tracking

All RMA returned items must be sent via traceable means. Examples would be UPS and FedEx. Be sure to retain the tracking information for your records. The customer is responsible for the product until it is received by IMS. IMS is liable for the returned item upon receipt of shipment.

Delivery Charges

The customer is responsible for paying shipment charges when returning the product to IMS. IMS will pay for shipment of the repaired items back to the customer. IMS ships all domestic U.S. RMA repaired items by UPS Ground (5-7days).

RMA Turnaround Time Standard

Within twenty (20) working days after receipt of returned parts, the repaired item will be ready for return shipment. UPS Ground (approximately 5 days) is the standard method of shipment for U.S. domestic shipments.

RMA Expedited

If the customer requires resolution within ten (10) working days from receipt of a returned meter, an expedite fee of $75.00 per meter will be incurred. The customer will also be required to pay expedited shipment charges over and above UPS Ground rates.

DOA Expedited

Within thirty (30) days of purchase, Dead-on-Arrival (DOA) parts will be repaired or replaced within five (5) working days from receipt of returned parts. No expedited repair or shipment fees will be charged to the customer. Replacement items will be shipped via next-day air. IMS provides high quality products that are tested prior to shipping and this is a very rare occurance. Meters falling in this category have typically been installed incorrectly or have been subjected to high voltage causing failure. In this case the customer would be required to purchase meters as the warranty would be voided.

RMA Repair and Test Procedures

All items returned under an RMA will be repaired, or at IMS'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. 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" parts as manufactured by IMS. Installation labor for removing or replacing meters at a customer site are not covered under the IMS Product Warranty.

RMA Out-Of-Warranty

A product for which the 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.

Repair or Replacement:

At IMS'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 IMS's discretion. Out-of-warranty repaired or replaced items carry a 90-day warranty. All shipping costs for out-of-warranty repaired and/or replaced items are the responsibility of the customer.

Repair or Replacement Fees:

Out-of-warranty products offered on the current IMS End User Price List will be repaired or replaced as follows: A $25.00 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 50% 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.

RMA Closing Procedure

If IMS has not received the RMA requested items from the customer within thirty (30) days of the RMA assignment date, the RMA will be closed. IMS will not accept any packages without an open, 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. Only the specific items listed on the RMA will be accepted. All other items will be returned to the customer at customer's expense. After return shipment of a repaired/replacement part to the customer, IMS will close the RMA.

Payment Methods

Payment for out-of-warranty repairs can be made as follows:

  • By credit card ? Visa®, MasterCard®, American Express®, Discover®
  • Money Order
  • Cashier's Check