Guide photo pour RMA

RMA : How to submit a return authorization

Update

New guidelines for disposable devices with federal excise tax.

With our new RMA application system, it is now easier to obtain a credit to your account for defective items!

To submit an application, you need to fill out a short form and join a few pictures for validation purposes.

Follow the steps below to learn how the RMA process works.

Start

3 easy steps

Access the RMA application form

You will find the form on the main menu of the website, under 'Plus'.

Don't forget to add the form to your bookmarks! You can do so using the keyboard shortcut 'Ctrl + D'.

It is now possible to submit hardware products and disposable products in a single form.

Access the form

Take pictures of your products

We require two pictures for each products to be added within the form : One of the serial number, and one of the 'Imported by' information.

A clear photo of the excise tax stamp as well as the batch number is mandatory for disposables.

To help you take pictures of your products, we prepared a photo guide. You will find this guide below within this page.

See guide

Fill out the form

Submit the form and there you go!

When submitting your request, please note your form number in order to track the status of your claim.

Please keep the devices until your credit is issued, as additional information may be requested.

Once your request has been approved, you will receive a credit for your items on your account within ten (10) days.

Questions? Contact us

Photo guide

To process your RMA, we require two (2) photos for each product:

Hardware / Appareil :

A clear and visible photo of the device serial number
A photo showing the “Imported by” information

Disposable / Appareil jetable :

A clear and visible photo of the batch number or serial number
A photo of the excise tax stamp (mandatory for RMA processing)

1 - Serial Number

The serial number is the unique identifier for your device. It allows the manufacturer to know details about the product, including manufacturing date.

Please note that the serial number is NOT the barcode.

The serial number often appears on the device itself, but it can figure on the packaging as well. It is often referred as 'S/N'.

Here are a few examples of serial number locations per brands :

Example : On the product

Example : On the label

Example : Under the scratch-able security seal

2 - 'Imported by' information

Your product has a sticker (or printed right on the box) featuring the 'Imported by' information.

You need to include a picture of this element with your RMA form.

* this information only appears on the packaging of the product

⚠️ New guidelines: Disposable appliances with federal excise tax

Step 1: Stock up defective items

We ask our customers to submit one consolidated return per month. When it is time to complete your return, please use a computer to fill out the RMA request form. It is now possible to submit both hardware and disposable products within the same form.

Step 2: Complete the form

Please take note of the new requirements for disposable device RMA submissions: you must list the defective products and attach the required photos. Kindly follow the form instructions carefully to ensure proper processing.

Access the form

Step 3 : Keep your items

Once the form is filled, keep your items (with their original packaging) in a box and wait a few days until we can process your request. Take note that we may contact you at any point in the process to request more information about your return. When your request is approved you will receive an email to confirm and a credit will be issued to your account.

Questions?

Contact our team in charge of the returns directly.

To install this Web App in your iPhone/iPad press and then Add to Home Screen.