Repair Procedure

SIDUS Solutions takes all reasonable care to ensure that products are manufactured without fault. However, should a problem occur, our repair and replacement procedure will ensure prompt resolution to any issue.

The SIDUS repair service procedure is as follows:

  1. Obtain an RMA number
  2. Once the RMA Request Form has been completed, received and processed, the customer is assigned an RMA number.

  3. Package and Delivery
  4. Returned products must be properly packed to avoid damage during transit.

    The assigned RMA number must be clearly written on the return package before delivery. Please also include the RMA number on all return documents.

  5. Product Check upon Arrival
  6. SIDUS’ Return Center personnel will check your returned product upon arrival.

    If the product appears to have been damaged during shipment or contains issues other than those outlined in the RMA request, a SIDUS representative will contact the customer before proceeding.

  7. Repairs
  8. An engineering technician will perform a visual inspection and functional test of the item to confirm the defect by attempting to replicate the failure mode.

    Once the failure mode is duplicated, the engineering team will determine whether the cause of defect is warranty or non-warranty related. Information regarding our warranty policy can be found here.

    The repair order will be updated with results, cost of repairs (if out-of-warranty) and the customer will be contacted for repair approval (if out-of-warranty).

  9. Charges
  10. The customer will be charged for the repairs if the product is out-of-warranty or the repair engineer determines that the issues were caused by misuse, abuse, or unauthorized repair. All out-of-warranty repairs will be charged a minimum two (2) hour evaluation fee.

    The customer will be sent a repair invoice for confirmation of charges.