ORCA DESIGN WARRANTY POLICY
•3 YEARS FOR ALL PRODUCTS PURCHASED FROM AND INSTALLED BY AN AUTHORIZED ORCA RETAILER.
•1 YEAR FOR ALL PRODUCTS PURCHASED FROM BUT NOT INSTALLED BY AN AUTHORIZED ORCA RETAILER.
RETURN TERMS - PLEASE READ
WHAT IS COVERED
• Manufacturer warranty only covers defective items. We will not replace good / used parts with new parts.
• Manufacturer warranty does not cover items that have been physically damaged or melted due to improper installation, abuse or accidents.
Orca reserves the right to determine if a unit will be repaired or replaced based on final inspection. If the unit is repairable, it will undergo repairs and will be returned after completion. If the unit is unrepairable due to manufacturing defects, the item will be replaced. If the unit is unrepairable due to misuse damages, i.e. water damage is discovered during inspection, the item will be returned as unrepairable due to damages not covered under warranty.
RETURN PORTAL INSTRUCTIONS
1. Create a Request for RMA by accessing our online RMA Portal at: WWW.ORCARETURNS.COM
2. If you do not have an account yet, please click "CREATE AN ACCOUNT" in the upper left hand corner of the page, and provide accurate information such as name, phone number, shipping address and a valid email address.
3. Click "SUBMIT NEW RMA REQUEST"
4. Under "IDENTIFY PRODUCT TO RETURN" enter the item name into the "FIND:" field.
NOTE: The “in:” field allows you to search by Product Name or Product Description so it recommended to use the Product Description to search for a kit name (i.e. PS165FXE). All associated parts will then be displayed (W/ PS165FXE, XO/PS165FXE, TAM).
5. After selecting the part being returned, enter the appropriate information for each field:
SERIAL NO: Enter SN from item. For Tweeters and Crossovers please use the SN from the kit
QUANTITY: Enter quantity. i.e. 1 for one defective woofer, 2 for two defective woofers, etc.
INTERNAL REFERENCE & OTHER:These fields are for any misc. information you would like to provide.
REASON FOR RETURNING: Please make the most accurate selection
REQUEST ACTION:
DETAILED PROBLEM DESCRIPTION: Please describe the issue in as much details as possible. This helps the technician to know what to look for during inspection.
6. Click the blue arrow to "ATTACH COPY OF REQUIRED PROOF OF PURCHASE/INSTALL RECEIPT"
(NOTE: If there is no proof of purchase, Orca will default to the serial number. One-Year Warranty coverage will begin
from the date of sale from Orca to the retailer (over-the-counter sales).
• Verify the purchase date is visible in the PDF and/or image.
• Select "BROWSE" and locate the PDF/Image File on your computer
• Add a description (optional)
• Click "UPLOAD"
• Once upload is complete, click "DONE WITH UPLOAD"
• Click "SUBMIT"
7. Select "ADD ANOTHER PRODUCT TO RETURN" if there are additional items to be returned, or “PROCEED TO FINAL STEP."
8. Confirm Your Address.
9. Click "SUBMIT RMA REQUEST"
10. After submission, you will recieve a confirmation email with an assigned Request ID.
11. During the waiting period for approval the Request ID is your reference number.
12. Upon approval of RMA, another email will be sent with the assigned RMA number. You can now login to the Portal to print the Packing slip to be included with the return. Prepare and ship your return in accordance to the shipping guidelines on the following page.
RMA NUMBERS & SHIPPING
RMA NUMBERS
• We will not accept returned merchandise without a Return Material Authorization (RMA) number. Returns received without authorization will not be processed for refund or exchange.
• RMA numbers are issued through an online RMA Portal located at: www.orcareturns.com
• A copy of the dated sales & install receipt to the customer MUST be included in the RMA Request.
• Once the RMA Request is approved, you will receive a notification email with your RMA number. Do not send the item until you have received an RMA Number.
• Upon receiving the RMA Number, login to the online portal to print your RMA form and packing slip.
PREPARING YOUR RETURN
Items being sent for warranty evaluation must be packaged properly according to the following guidelines:
•ONLY SHIP THE DEFECTIVE ITEMS
Please remove / separate the defective items from your kits and ONLY ship those items in for warranty.
• INDIVIDUALLY PROTECT ITEMS
All items should be individually protected before being placed in their shipping box. Either wrap each item in an appropriate amount of bubble wrap, or utilize the recommended double boxing system by first placing each individual item in a smaller protective box.
• STURDY SHIPPING BOX
Once protected properly, items should be placed inside a sturdy shipping box with an appropriate amount of packing paper to secure them. DO NOT USE PACKING PEANUTS.
• RMA DOCUMENTATION & LABELING
Attach the RMA Paperwork to the box with the barcode displayed visibly. Write your RMA number legibly on the outside of the box.
• SHIPPING METHOD
Ship to the address listed on the RMA document via a reliable carrier such as UPS, FedEx, or USPS. Keeping the tracking number is strongly encouraged.
