AvL Technologies, Inc. (AvL) sells and ships products to customers around the world. We realize that there are occasions when a product (or components that comprise the product) should be returned to AvL for repair, replacement, diagnosis and/or upgrade, regardless of warranty status. This policy document is a guideline for returning the product or component in question to AvL. We want the experience to be as unencumbering as possible, so we hope you will find the process simple and straightforward – just follow the easy steps listed below to make sure your return is handled promptly an efficiently.

For clarification, "U.S. Returns" includes return of products (or components that comprise the product) originally sold and delivered to businesses or entities classified as U.S. organizations, incorporated (or registered) and located within the continental U.S., Alaska, Hawaii and U.S. Territories. This definition may also extend to APO locations under certain circumstances.

"International Returns" includes return of products (or components that comprise the product) originally sold and delivered to businesses or entities outside of the U.S. or its territories. International Returns must follow the guidelines required by the U.S. Commerce and State Departments. The return shipment by AvL of repaired or replaced products/components may be restricted by U.S. export regulations – this will be confirmed prior to the issuance of an RMA. This policy may not cover equipment original sold within the U.S and exported to a non-U.S. location.

Shipping Costs – Products Returned for Repair/Replacement Within Original AvL Warranty Period

U.S. Returns – for customers located in the continental U.S., Alaska and Hawaii: Customer will return the defective or damaged product(s) to AvL's designated repair facility at Customer's expense (including insurance) per RMA instructions, below. AvL will be responsible for the cost of ground delivery (including cost of insurance for the wholesale value) of the repaired/replaced product(s) to the Customer’s designated U.S. location.

U.S. Returns – for customers located in the U.S. Territories and APO locations: Customer will return the defective or damaged product(s) to AvL's designated repair facility at Customer’s expense per RMA instructions, below. Customer will be responsible for the cost of delivery of the repaired/replaced product(s) to the Customer’s designated Territory or APO location.

International Returns, including Canada and Mexico: Customer will return the defective or damaged product(s) to AvL's designated repair facility at Customer's expense per RMA instructions, below. Customer will be responsible for the coordination and cost of delivery of the repaired/replaced product(s) to the Customer's designated international location, including shipping, insurance, handling, customs and brokerage costs.

Shipping Costs – Products Returned for Repair/Replacement Beyond Original AvL Warranty Period

U.S. Returns – for customers located in the continental U.S., Alaska and Hawaii: Customer will return the defective or damaged product(s) to AvL's designated repair facility at Customer's expense (including insurance) per RMA instructions, below. Customer will be responsible for the cost of ground delivery (including cost of insurance for the wholesale value) of the repaired/replaced product(s) to the Customer's designated U.S. location.

International Returns, including Canada and Mexico: Customer will return the defective or damaged product(s) to AvL’s designated repair facility at Customer’s expense (including insurance) per RMA instructions, below. Customer will be responsible for the coordination and cost of delivery of the repaired/replaced product(s) to the Customer’s designated international location, including shipping, insurance, handling, customs and brokerage costs.

The RMA Process – Four Easy Steps

1. Scroll down this page and “Accept AvL’s RMA Policy” and supply the requested information. The information required to process the RMA includes serial number and model number information located on the product identification plate located at the positioner base of the antenna.
   
   • Alternatively, an RMA Request form can be mailed, emailed or faxed via request to our Customer Service helpdesk at +1-828-250-9950 or by emailing support@avltech.com.
   
   Once completed, the request will be reviewed by AvL Service for return approval. Upon approval, an RMA with incident number will be issued electronically by the AvL Service Team to the RMA requestor.
   
   
2. Package the product (or components) per instructions provided with the RMA approval and return to AvL Technologies at the address below. You may also use a copy of the supplied RMA form as a shipping label.
   
   AvL Technologies, Inc.
   ATTN: RMA No. _________ (insert the RMA Number provided by AvL)
   15 North Merrimon Avenue
   Asheville, North Carolina 28804
   USA
   
   Phone: (828) 250-9950
   Fax:(828) 250-0038
   
   
3. Within 2-5 days that the returned product (component) is received at AvL an email will be sent to the originator confirming that the product has been received, inspected and approved for evaluation.
   
   
4. Within 2-5 days of receipt confirmation the evaluation by the AvL Service Team will begin. Evaluations can be typically completed within five days after receipt of item. Prior to initiation of the repair and/or replacement effort the customer will be notified about the recommend course of action, optional courses of action and an estimate for associated turnaround time.