What is your return policy?

No returned products will be accepted without prior authorization (RMA) from RPMC.

Contact your sales representative, or Customer Service at [email protected].

Any product that has been modified or altered in any way cannot be returned. All returned items must be in brand-new condition, unused (outside of initial qualification), and with their original tags and packaging. The customer is responsible for all return shipping costs.

RPMC will accept returns for the following reasons:

1) Product does not meet the agreed-upon performance criteria / does not work:

A) Contact your sales representative or [email protected] to open a ticket and start the process.
B) If the issue cannot be resolved remotely or by a field service technician, an RMA (Return Authorization Request) will be emailed to start the return process.
C) Once the RMA is completed and authorization for the return has been given, the customer is responsible for returning the product to RPMC at their expense.
D) When the device has been received at RPMC and/or the manufacturer, an evaluation and inspection of the stated failure will be performed and shared with the customer.
E) If RPMC finds that the returned product meets all specified requirements and has no failure issues, an evaluation service fee of $500 will be charged to the customer and due before the product is returned.
F) Once RPMC has confirmed the issues related to the return, the customer will be notified, and a repair, replacement, or credit will be offered.
G) A credit that cannot exceed the total amount of the PO, minus our shipping costs, will be issued to the customer’s account.
H) RPMC Lasers can apply any portion of the credit towards the customer’s past-due invoices.

2) Product is not needed / no quality or performance-related issue:
Standard products (excluding Custom or Made-To-Order products) may be returned for credit.

A) Contact your sales representative or [email protected] to request an RMA (Return Authorization Request).
B) Once authorization for the return has been given, the customer is responsible for returning the
product to RPMC at their expense.
C) Once the device has been received at RPMC and/or the manufacturer, an evaluation and inspection will be performed.
D) If RPMC finds that the returned product is undamaged and in good working order, a credit will be
issued to the customer’s account, not exceeding the total amount of the PO, minus our shipping
costs and at least a 25% restocking fee.
E) RPMC Lasers can apply any portion of the credit towards the customer’s past-due invoices.
Custom or Made-To-Order products cannot be returned, but we will provide support and repair services.

3) Product failed during warranty period:
The manufacturer’s warranty covers the product against material and workmanship defects within the warranty period. If a defect arises and Customer Service receives a valid claim within the warranty period, we can offer an exchange, repair service, or new components for replacement as defined by the manufacturer.

A) Contact your sales representative or [email protected] to open a ticket and start the process.
B) If the issue cannot be resolved remotely or by a field service technician, an RMA (Return Authorization Request) will be emailed to start the return process.
C) Once the RMA is completed and authorization for the return has been given, the customer is responsible for returning the product to RPMC at their expense.
D) When the device has been received at RPMC and/or the manufacturer, an evaluation and inspection of the stated failure will be performed and shared with the customer.
E) If RPMC finds that the returned product meets all specified requirements and has no failure issues, an evaluation service fee of $500 will be charged to the customer and due before the product is returned.
F) Once RPMC has confirmed the issues related to the return, the customer will be notified, and a replacement or repair will be determined.

Cancellation Policy:

Acknowledged Sales Orders may be canceled for any reason, but a cancellation fee may be required.

1) Orders can be partially canceled or canceled in full.
2) Customer is responsible for all work in process and incurred costs.
3) Contact your sales representative or [email protected] to start the process.
4) If there is no work in process or incurred costs, the order will be canceled.
5) If there is work in process or incurred costs, RPMC will work with the manufacturer to define these costs and provide the cancellation fee required to cancel the order.