Hydra EMS Store Return/Upgrade Policy
Updated 21 December 2011
Updated 21 December 2011
Returning an Item to Us
We understand that some customers may be dissatisfied with their purchase. As such, our return policy is outlined below.
All returns are handled via shipment to our facilities in Newark, California and in Singapore. When your request for a refund is received, an RMA number will be issued. Your RMA number expires 30 days after it is issued; as such, your items to be returned must arrive at our facility within the 30-day period. You are responsible for shipping the items to us. We strongly recommend using a shipping service that provides tracking. Please send all items to the following address:
For units sold in the Americas:
Quantum Performance Development
ATTN: Returns
6167 Jarvis Avenue #207
Newark, California 94560
USA
For units sold in Asia-Pacific:
Thrust Technology Pte Ltd
ATTN: Returns
7500A Beach Road, #15-320, The Plaza.
Singapore 199591
Singapore
For units sold in countries not included in the above, or if you have any questions about the returns process:
Please inquire at returns@hydraems.com
Remember to include your RMA number on the box your items are shipped in; all shipments without RMA numbers will be refused and returned to sender.
Please note the following restrictions for our return policy:
Servicing a Defective Item Within the Warranty Period
All exchanges are handled via shipment to our facilities in Newark, California and in Singapore. Your warranty period expires one year after the date of purchase by the original owner with a bill of sale from an authorized Hydra EMS reseller. When your request for an exchange is received, and it is deemed that your unit is within the warranty period, and RMA number will be issued. Your RMA number expires 30 days after it is issued; as such, your items to be returned must arrive at our facility within the 30-day period. We strongly recommend using a shipping service that provides tracking. You are responsible for shipping the items to us. Please send the defective item to the following address:
For units sold in the Americas:
Quantum Performance Development
ATTN: Returns
6167 Jarvis Avenue #207
Newark, California 94560
USA
For units sold in Asia-Pacific:
Thrust Technology Pte Ltd
ATTN: Returns
7500A Beach Road, #15-320, The Plaza.
Singapore 199591
Singapore
For units sold in countries not included in the above, or if you have any questions about the warranty process:
Please inquire at warranty@hydraems.com
Remember to include your RMA number on the box your items are shipped in; all shipments without RMA numbers will be refused and returned to sender.
Upgrading a Hydra EMS Unit
All upgrades are handled via shipment to our facilities in Newark, California and in Singapore. If you would like to upgrade your unit, please fill out the form here. An RMA number will then be issued to the e-mail address provided. Your RMA number expires 30 days after it is issued; as such, your unit must arrive at our facility within the 30-day period. We strongly recommend using a shipping service that provides tracking. You are responsible for shipping the unit to us. Please send the unit to the following address:
For units sold in the Americas:
Quantum Performance Development
ATTN: Returns
6167 Jarvis Avenue #207
Newark, California 94560
USA
For units sold in Asia-Pacific:
Thrust Technology Pte Ltd
ATTN: Returns
7500A Beach Road, #15-320, The Plaza.
Singapore 199591
Singapore
For units sold in countries not included in the above, or if you have any questions about the upgrade process:
Please inquire at upgrade@hydraems.com
Before any upgrade starts, your Hydra unit will be tested for 24 hours for any defects. If any defect is found, a $75 diagnostic fee will be charged for diagnosis of the device. If any repair is needed, the $75 diagnostic fee will be credited toward any repair cost. Standard upgrade time for your unit is 3 days from the date of arrival at our upgrade facility. Your unit will be held at our facility until a payment for the upgrade is received. All upgrades include FedEx ground shipping to the 48 contiguous United States and the District of Columbia, or USPS Priority Mail to Canada. You will be charged extra if your unit is shipped internationally (excluding Canada), to Hawaii or Alaska, and/or if expedited shipping is requested.
All upgrades include a 1-year warranty on the unit that begins the date the unit is shipped out from our facility. You may extend the warranty by an additional year onto an upgraded EMS at the time of purchase only.
All sales for upgrades are final; no refunds are given.
We understand that some customers may be dissatisfied with their purchase. As such, our return policy is outlined below.
All returns are handled via shipment to our facilities in Newark, California and in Singapore. When your request for a refund is received, an RMA number will be issued. Your RMA number expires 30 days after it is issued; as such, your items to be returned must arrive at our facility within the 30-day period. You are responsible for shipping the items to us. We strongly recommend using a shipping service that provides tracking. Please send all items to the following address:
For units sold in the Americas:
Quantum Performance Development
ATTN: Returns
6167 Jarvis Avenue #207
Newark, California 94560
USA
For units sold in Asia-Pacific:
Thrust Technology Pte Ltd
ATTN: Returns
7500A Beach Road, #15-320, The Plaza.
Singapore 199591
Singapore
For units sold in countries not included in the above, or if you have any questions about the returns process:
Please inquire at returns@hydraems.com
Remember to include your RMA number on the box your items are shipped in; all shipments without RMA numbers will be refused and returned to sender.
Please note the following restrictions for our return policy:
- Requests for return RMA numbers must be made within 15 days from the invoice date.
- All parts are subject to a 25% restocking fee.
- There are no returns on used parts or electronic equipment.
- Items must be in their new and unused condition.
Servicing a Defective Item Within the Warranty Period
All exchanges are handled via shipment to our facilities in Newark, California and in Singapore. Your warranty period expires one year after the date of purchase by the original owner with a bill of sale from an authorized Hydra EMS reseller. When your request for an exchange is received, and it is deemed that your unit is within the warranty period, and RMA number will be issued. Your RMA number expires 30 days after it is issued; as such, your items to be returned must arrive at our facility within the 30-day period. We strongly recommend using a shipping service that provides tracking. You are responsible for shipping the items to us. Please send the defective item to the following address:
For units sold in the Americas:
Quantum Performance Development
ATTN: Returns
6167 Jarvis Avenue #207
Newark, California 94560
USA
For units sold in Asia-Pacific:
Thrust Technology Pte Ltd
ATTN: Returns
7500A Beach Road, #15-320, The Plaza.
Singapore 199591
Singapore
For units sold in countries not included in the above, or if you have any questions about the warranty process:
Please inquire at warranty@hydraems.com
Remember to include your RMA number on the box your items are shipped in; all shipments without RMA numbers will be refused and returned to sender.
Upgrading a Hydra EMS Unit
All upgrades are handled via shipment to our facilities in Newark, California and in Singapore. If you would like to upgrade your unit, please fill out the form here. An RMA number will then be issued to the e-mail address provided. Your RMA number expires 30 days after it is issued; as such, your unit must arrive at our facility within the 30-day period. We strongly recommend using a shipping service that provides tracking. You are responsible for shipping the unit to us. Please send the unit to the following address:
For units sold in the Americas:
Quantum Performance Development
ATTN: Returns
6167 Jarvis Avenue #207
Newark, California 94560
USA
For units sold in Asia-Pacific:
Thrust Technology Pte Ltd
ATTN: Returns
7500A Beach Road, #15-320, The Plaza.
Singapore 199591
Singapore
For units sold in countries not included in the above, or if you have any questions about the upgrade process:
Please inquire at upgrade@hydraems.com
Before any upgrade starts, your Hydra unit will be tested for 24 hours for any defects. If any defect is found, a $75 diagnostic fee will be charged for diagnosis of the device. If any repair is needed, the $75 diagnostic fee will be credited toward any repair cost. Standard upgrade time for your unit is 3 days from the date of arrival at our upgrade facility. Your unit will be held at our facility until a payment for the upgrade is received. All upgrades include FedEx ground shipping to the 48 contiguous United States and the District of Columbia, or USPS Priority Mail to Canada. You will be charged extra if your unit is shipped internationally (excluding Canada), to Hawaii or Alaska, and/or if expedited shipping is requested.
All upgrades include a 1-year warranty on the unit that begins the date the unit is shipped out from our facility. You may extend the warranty by an additional year onto an upgraded EMS at the time of purchase only.
All sales for upgrades are final; no refunds are given.