Returned Merchandise Authorization (RMA) Process
As of January 1st, 2023, our policy is as follows:
- New revised RMA form to be used
- New RMA Eligble Scenarios
- 60 days to return goods from the RMA issue date
- Returns for customer order errors are no longer allowed
- RMA request, forms, and supporting documentation should be sent to warranty@airiabrands.com or through the online form.
- Our Tech Support Team is available to assist with troubleshooting by contact 1-855-247-4200 Monday to Friday 8 am – 4:30 pm EST
RMA Eligible Scenarios
Damaged In Shipping:
In instances where Airia paid for shipping and our carrier damaged the goods being delivered, an RMA will be issued after you provide:
- Notice to us of the shipping damage and that notice is within 3 business days of receipt of goods
- Photos of the damaged containers and contents
- A copy of the delivery slip
- Our new RMA form and you have provided your original P.O. or Airia’s invoice numbers on it
Note: If goods were shipped using your courier/carrier account, please make a claim to them directly for any shipping damage that has occurred. Airia will not accept the return or exchange of goods damaged in shipping by your courier/carrier.
Goods Not Working:
Where a unit or part is not operational, an RMA will be issued after:
- You contact Airia’s Tech Support team to diagnose the issue, or we approve of the alternate method you used to diagnose the issue
- We confirm that the non-operation item is under warranty
- Our new RMA form is completed and you have provided the serial number of the affected unit on it
Note: Entire units cannot be returned. The component not working within the unit must be diagnosed and if under warrant, will be replaced. We regret that labour required to install any replacement part shall be paid by the customer.
Order Errors:
In the event that Airia made an error, an RMA will be issued after you provide:
- Notice to us of our error and that notice is within 3 business days of receipt of goods
- Our new RMA form and you have provided your P.O. or Airia’s invoice number on it
Note: We regreat to inform you that we will not accept the return or exchange of goods ordered in error by you, or no longer required by you.
Forms
New revised RMA Form:
Please replace any copies of our old RMA form with the new RMA form. Previous version of the RMA form will no longer be accepted.
New RMA Form for Contractors:
The new RMA Form for Contractors provides a format for contractors to tell us the Airia Tech Support ticket number used to diagnose an operational issue and how the issue was diagnosed so that we can issue an RMA. Please request this information from your contractor prior to requesting an RMA for goods not working.
Terms
- Goods are only to be returned to us if the RMA is approved and only at our request. If requested, goods must be returned within 60 days of the RMA issue date
- Goods received after 60 days will not be eligible for credit and will be returned to you at your expense
- Any credit will be applied to your account following inspection of the returned goods, if applicable, and when Airia finds them to be in the condition expected
- Any credit due will only be applied to the account where the good was originally purchased from