RMA Policy & FAQ

Warranty

eSilicon warrants its products per the terms of the signed agreement between eSilicon and its customers. Customers can consult our sales operations, product line management or quality departments for warranty length. Kindly refer to their email contact at the bottom of the page.

Return Material Authorization

The customer must obtain a return material authorization (RMA) number from eSilicon before returning any products for repair or troubleshooting. Customers can obtain RMA numbers by contacting requestrma@esilicon.com.

Delivery and shipping cost for returning units to eSilicon are the customer’s responsibility. eSilicon will not accept any units or packages without an eSilicon-assigned RMA number. All units must be properly packed in appropriate packing materials to prevent damage.

The customer is notified if, after examining and testing a returned product, eSilicon concludes that the product is not defective. The product will be returned at the customer’s expense and the customer is charged a nominal examination and analysis fee.

Email contacts

Sales Operations: SalesOps@esilicon.com
Product Line Management:plm@esilicon.com
Quality Department: requestrma@esilicon.com

FAQ

Warranty Definitions

Q: What is covered under warranty?
A:
Please refer to your purchase agreement with eSilicon to determine what is covered under warranty.

Q: What warranty support am I eligible for?
A: We reserve the right to repair, refund, or replace products as agreed in the purchase agreement between eSilicon and the customer.

RMA

Q: How do I request an RMA?
A: You can fill in the RMA Request Form and send the completed RMA Request Form to requestrma@esilicon.com.

Q: What information do I need to provide?
A: You will need to provide following info for the RMA request:

  • Purchasing details (e.g., PO number)
  • Your contact details
  • Reason for return
  • RMA request details
  • Post RMA shipping instructions (if any)
  • Product part number
  • Lot number and date code as marked on unit
  • Description of the problem/failure mode

Q: What happens next?
A: Once the RMA request is approved, you will receive an RMA number and the shipping information in the email confirmation sent to you.

Q: How do I pack the RMA unit?
A: The RMA unit must be properly packed in appropriate packing materials to prevent damage. RMA shipment must be clearly labelled with the RMA number so it is identifiable. eSilicon will not accept any units and packages without an eSilicon-assigned RMA number.

Q: Where do I ship the RMA unit?
A: You need to ship the RMA unit to eSilicon’s designated location according to the shipping information provided in the confirmation email sent to you.
Note: Delivery and shipping costs for returning units to eSilicon are the customer’s responsibility.