Warranty/Return Policy

W/R Policy

DO NOT SHIP YOUR DEFECTIVE PRODUCT TO ASOKA BEFORE CONTACTING TECHNICAL SUPPORT

Prior to requesting a warranty replacement, please take the time to troubleshoot your device with Technical Support. Should a return be warranted, Technical Support will issue you a Returned Material Authorization (RMA) number. Please note that product replacements without a Case ID and an RMA number will not be processed and will be returned to you.
You can reach Technical Support at +1 408 550 8173 or support@asokausa.com Monday thru Friday 6AM-6PM PST excluding holidays.
Warranty Replacement Procedures:
1. 1.Obtain a Case ID by contacting Technical Support.
2. 2.A Technical Support representative will troubleshoot your device to see if it is defective. If it is, then the following information is required:
3. 3.Technical Support will provide you with a Returned Material Authorization (RMA) number and shipping information. Be sure to write this down. Technical Support will also advise you of your return options.
4. 4.Package the product securely. Do not include manuals, software, cables or mounting brackets. Asoka only replaces the defective unit and will not return other accessories. Include your contact information with address, phone number, Case ID number and RMA number inside the package.
5. 5.Please note that Asoka must receive the returned item within 10 days after an RMA number has been issued. An assigned RMA number is valid for 10 days only and will expire on the 11th day after the date of issuance, at which time any returned products will be refused.
6. 6.Send the product to the RMA fulfillment address given to you by Technical Support. Clearly write the RMA number on the outside of the package you are returning. Customers are responsible for the freight charges to Asoka. Asoka recommends that you use a carrier that offers shipment tracking for all returns and that you insure your package for safe return to Asoka or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. If you choose not to use a carrier that offers tracking and not to insure or declare the full value of the product, you will be responsible for any loss or damage to the product during shipping. It is the customer's responsibility to retain a copy of the return tracking number in the event of a 'lost' shipment until a credit has been issued or a replacement product has been shipped. Please note that the United States Postal Service (USPS) offers limited tracking capabilities and that there is a 30-calendar-day waiting period before the USPS will initiate a trace.
7. 7.Your replacement device will ship within 7 business days of receipt of your return, excluding weekends and holidays. You will be notified via email with the appropriate tracking information on your replacement shipment. Your replacement will be shipped via UPS Ground or any common carrier selected by Asoka, with shipping charges prepaid. Expedited shipping is available if shipping charges are prepaid by the customer and upon request.
To ensure that we properly process your warranty return, you will need to make sure to:

1. Include a copy of the original invoice or proof of purchase.
2. Include your contact information with address, phone number, Case ID and RMA number.
3. Make sure returned products are securely packaged to avoid any damages during shipment.
4. Clearly mark the RMA number on the outside of the box.

What is Asoka's General Warranty Information?

Asoka warrants that (a) the hardware components of the Asoka product will be free from defects in materials and workmanship under normal use for one (1) year from the date of purchase, and (b) the software components will perform substantially in accordance with Asoka's published specifications for ninety (90) days from the date of purchase, but does not warrant that the software will be error-free or free of all defects. If a defect or nonconformance exists during the applicable warranty period, at its option Asoka will repair or replace the defective parts or nonconforming software using new or refurbished replacement parts or media at no additional charge to you. This warranty extends only to you, the original purchaser and is not transferable to any subsequent purchasers. Warranty is void on products purchased or used outside the United States and Canada. For more detailed Warranty Information, please refer to the warranty information section of your product's User Guide.

How do I return my Asoka product?

You may return the Asoka product to the place where it was purchased. Asoka is not responsible for in-store returns or exchanges. Asoka only provides returns or exchanges for items purchased at the Asoka eStore within seven (7) business days of the receipt of the product. If the item is returned unopened in the original box, we will exchange it or offer you a refund based on your original method of payment (minus the cost of shipping and handling). Asoka does not issue credit for costs incurred in shipping a returned item. The product must be returned to Asoka warehouse within ten (10) business days of the issuance of the RMA number. All products must be returned to Asoka in as-new condition, disassembled, in original packaging with the packing slip in the original shipping carton or similar packaging. Failure to return all original merchandise with accompanying accessories and materials will result in the product being returned without credit and at the expense of the customer. A 15% open box fee will be assessed on any opened hardware or accessory.

How do I contact Asoka Customer Care and Technical Support?

For order tracking, email:order@asokausa.com.
For RMA tracking and Technical Support, email:support@asokausa.com or call +1 408 550 8173.

Asoka Technical Support has provided me with a RMA number. What do I do now?

You can follow the warranty replacement procedures by reading "Warranty Replacements.”

If I am located near Asoka, can I return my product in person?

Asoka does not accept walk-ins. Asoka requires all returned merchandise to be shipped.

Once my unit is replaced, does my warranty start all over?

No, your warranty continues from the original date of purchase.

What is Asoka's General Warranty Information?

How do I return my Asoka product?

How do I contact Asoka Customer Care and Technical Support?

Asoka Technical Support has provided me with a RMA number. What do I do now?

If I am located near Asoka, can I return my product in person?

Once my unit is replaced, does my warranty start all over?