RETURN MATERIAL AUTHORIZATION (RMA) POLICY (CMP-001)

Blue-Band Return Material Authorization Policy (RMA) Effective 12/1/2019

RMA’s and Technical Support Calls

1. Customers and end users of Blue-Band products must first contact their local authorized Blue-

Band dealer for technical support, as applicable. It is important that dealers be aware of any problems their customers are having, and since many dealers have their own technical support processes in place, customers may benefit by having problems resolved locally. Dealers will escalate support issues to Blue-Band when necessary. Customers not working through a dealer will contact Blue-Band directly.

2. To begin the RMA (Return Material Authorization) process, please visit our website at www.blue-band.net . Click on the support tab, then click on RMA Request and complete the brief questionnaire, then submit the information.

3. Upon submission our support team will be notified and an RMA Number will be generated and a help desk ticket will be opened.

4. All submissions, calls and emails requesting an RMA for any Blue-Band product will be treated as a

5. 6.

technical support request. To verify that the necessary troubleshooting has been performed, BlueBand Technical Support representatives will request the following information: o Applicable serial numbers o Failure mode of each product o How the failure was detected o Troubleshooting steps already taken o Product installation date o Installation conditions o Originating PO number RMAs will only be issued by Blue-Band Technical Support once a Blue-Band Technical Support representative has determined that an RMA is necessary. Products that are returned to Blue-Band without a valid RMA number will be returned to the customer, and the customer will be assessed a $75 handling fee. This applies to products under warranty and to any products added to an existing RMA without the prior approval of Blue-Band Technical Support.

Warranty/Non-warranty Repairs 1.

All products received under warranty are handled as outlined in the Warranty Document located on our website at www.blue-band.net support section.

2. All non-warranty products that are returned are subject to a flat repair fee, even if no fault is found. This fee covers material and labor required for testing, handling, and repairs. Shipping and other charges are not included in the flat fee.

* For product exceeding 5 years from its original ship date, Blue-Band will make best efforts to repair the product, but reserves the right not to perform repairs based on the following:

3. 4. 5. 6.

o Material availability o Design changes o Scope of repairs The flat repair fee applies to all billable returns and is non-refundable. A PO for the repair fee is expected with receipt of equipment. If a non-warranty item that is returned is designated as unrepairable, we will discard the item, unless specifically requested otherwise by the customer in writing. Blue-Band reserves the right to modify its repair fee structure without prior notice.

RMA Repairs

1. Issued RMA numbers expire after 45 days. If a product is not sent in to Blue-Band or not all of the information to complete the RMA is received within that time period, a new RMA number will be required. 2. All equipment received should be accompanied by a PO per the Non-warranty Repair Fee Schedule (for billable repairs); product sent without a PO will be repaired and invoiced per the flat fee schedule and will be subject to normal fees. Items sent in for warranty repair will be charged the flat fee if it is determined that the failure mode does not qualify under the warranty terms. Blue-Band may not perform repairs or may add additional charges to the RMA beyond the flat fee if policy abuse is suspected. 3. A fee may be charged for all expedited RMAs. Blue-Band reserves the right to refuse requests for expedited RMAs, and may charge a higher fee based on the number of items assigned to the RMA. 4. All RMA repairs will be warranted for a period of 90 days after shipment back to the customer. This limited warranty applies only to the repairs made. 5. Products replaced under warranty do not receive a new Standard Limited Warranty. Replacement products will be covered for the length of time remaining on the limited warranty of the replaced product. An extended warranty may be purchased from Blue-Band for any product at the time of original purchase; contact your local authorized Blue-Band dealer for details. 6. In certain cases, Blue-Band Technical Support may provide a cross-ship RMA, in which a replacement product is shipped to the customer before the defective unit is

It is the customer’s responsibility to ensure that the defective product is returned to Blue-Band. If the defective product is not received within two (2) weeks, or 14 days, from the time the initial shipment is made, Blue-Band will invoice the customer for the full amount of the product delivered.

7. All RMA items returned to Blue-Band will be inspected and tested prior to acceptance. Products that have damage or discrepancies beyond the scope of the RMA will be repaired at the customer’s expense. This includes damage incurred during shipment due to improper packaging or mishandling. All freight, customs, tariffs, etc. for hi id h i l USA h ll b h l ibili f h b

Return Policy for Unused Product

1. Unused product that is to be returned must have an RMA number issued by a Blue-Band Technical Services representative.

2. All product shall be returned in its original packaging. Equipment shall be clean and never used 3. 4. 5. 6.

in the field. Items that appear to be used, not in original packaging or the original packaging has been breached, will be returned to the customer at the customer’s expense. Blue-Band is not responsible for any shipping costs, duties and fees associated with returning unused product. Unused product authorized for return shall be fully refunded. Blue-Band may assess a restocking fee of 20% the PO cost for that line-item. The following items, classified as NCNR (non-cancellable / non-returnable), cannot be returned: o Other products as determined by Blue-Band Product beyond its warranty period shall not be eligible for return.

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