As previously notified to our customers EMS are now pleased to advise the launch of our new Return Merchandise Authorisation (“RMA”) procedure on the 2nd March 2015 to ensure we deliver the highest levels of service when dealing with product returns. You will have significantly more visibility of exactly where your returned products are at any stage of the process allowing you to keep your customer fully informed.
Although the new process will go live from the 2nd we will work with all our customers to ensure there is a smooth move from the existing procedure.
Returning EMS Products:
When you need to return a product to EMS, you will require an RMA. This includes all product returns, including warranty repair/replacements, non-warranty repairs, advance replacements, and credit returns.
To obtain an RMA:
For any technical or operational reason: Contact Technical Support Department.
To return a product for credit, contact the EMS Customer Service Department.
You will require the following details:
- Original PO number (not required for Key Account partners)
- SKU/part number
- Ident/serial number
Once you have the RMA you will have up to 30 days to repackage your product and label clearly with the RMA information before returning to our Herne Bay offices. Unfortunately no returns are able to be accepted without a valid RMA and will be returned. If after 30 days of requesting an RMA you have not returned your product the RMA will expire and become invalid. You will need to request a further RMA before returning any products.
This service will enhance our customers experience when returning product and ensures all returns can be tracked throughout the process, with precise and detailed information available at all times.
All existing Terms and Conditions concerning returned products remain unchanged and full details can be located on the EMS website www.emsgroup.co.uk.
Please contact your local EMS representative for further information or Customer Returns on 01227 369570