Support, repair and replacement


Return Material Authorization (RMA)

Alphafinity only services RMA requests from authorized distributors. Resellers, system integrators, and end users will need to return merchandise to their authorized Alphafinity distributor. To check the status of an existing RMA or warranty information, distributors can contact our RMA personnel by phone or email. End users may only contact our support lines through escalation or for a distributor look up.

RMA for Product Returns

The RMA number is valid for 30 days and customer must re-obtain the RMA number if not used within this time period. Alphafinity will not accept any unauthorized returns or freight collect return. Unauthorized or freight collect returns will result in the return of the entire shipment, even if a portion of it has an RMA, to the sender at their expense. If a returned product contains parts that are no longer available or repairable, Alphafinity will contact the customer to discuss a resolution.

For defective products there are three definitions

I. DOA (Dead on Arrival)

Unit within 30 days of purchase by the PI (Proforma Invoice as proof of purchase) and is confirmed as Dead by Alphafinity Technical Support (support@alphafinity.com).

*Product must be complete with original packaging
*Accessories and mounting parts must be new with original packaging, all included accessories and in good condition.
*All DOA products will be replaced with brand new units

II. RMA (Return Merchandise Authorization)

Units within warranty that are not functioning correctly - these cases must always be reported to Alphafinity Technical Support by the customer for troubleshooting, Alphafinity Technical Support will advise the customer of the correct procedure to follow.

III. OOW (Out of Warranty)

If a customer has a broken unit that is out of the warranty period, the customer is welcome to contact Alphafinity Technical Support or troubleshooting.

Packaging Requirements

Product shipped to Alphafinity must be properly packaged to prevent loss or damage in transit. Shipping your RMA to Alphafinity using regular mailing envelopes is not acceptable, as they do not protect the product from damage during shipping. Alphafinity will not repair or replace a module that is shipped in such a way that the product is not properly protected. Alphafinity will not accept any product that has been damaged as a result of accident, abuse, misuse, natural or personal disaster, or any unauthorized disassemble, repair or modification.

Amending RMA Policy

Alphafinity may choose to amend the RMA Policy, in part or its entirety, at any time, without notice.(Please note that for OOW product, customer will need to pay for inbound/outbound freight of repaired product.)

RMA and DOA Procedures

  1. Contact Alphafinity Technical Support to troubleshoot the product. To qualify for warranty repair, the first date of contact of this failure must be within the warranty period counted starting the day of the purchase.
  2. f recommended by Alphafinity Technical Support to have the merchandise returned for repair or replacement, please provide the invoice number (as RMA number) and be sure the product is still within warranty.
  3. Securely package the merchandise with as many original parts as possible and note the invoice number (as RMA number) on the package or waybill.
  4. Ship the product to the address given by Alphafinity Technical Support. The invoice number (as RMA number) is considered invalid if not received by Alphafinity within 30 days of date of first contact (proof of purchase required).
  5. Upon completion, Alphafinity will ship back to sender’s address as written on the waybill unless otherwise requested.
  6. Contact Alphafinity technical support

*Please provide following information to contact Alphafinity technical support

Except as specified in these warranties, all express or implied conditions, representations, and warranties including, without limitation, any implied warranties or condition of merchantability, fitness for a particular purpose, non-infringement, satisfactory quality, non-interference, accuracy of informational content, or arising from a course of dealing, law, or trade practice, are hereby excluded to the extent allowed by applicable law and are expressly disclaimed by alphafinity. To the extent implied warranties cannot be excluded, such warranties are limited in duration to the express warranties period. Because some states or jurisdictions do not allow limitations on how long implied warranties lasts, the above limitation may not apply. These warranties give customers specific legal rights, and customer may also have other rights which vary from jurisdiction to jurisdiction. This disclaimer and exclusion shall apply even if the express warranties set forth above fails of its essential purpose. Alphafinity makes no warranties and liabilities, express or implied, with respect to non-alphafinity products or their interoperation with the products and disclaim any implied warranties of merchantability, compatibility, fitness for a particular use, or interoperation between products and non-alphafinity products. Alphafinity shall not be liable for including but not limited to any data lost, loss and damage, labor/employee cost, direct or indirect, for any interoperation between the products and non-alphafinity products.

Regardless whether any remedy set forth herein fails of its essential purpose or otherwise, in no event will alphafinity or its suppliers be liable for any lost revenue, profit or lost or damaged data, business interruption, loss of capital, labor/employee cost, or for special, indirect, consequential, incidental, or punitive damages however caused and regardless of the theory of liability or whether arising out of the use or inability to use the alphafinity products or otherwise and even if alphafinity has been advised of the possibility of such damages. In no event shall alphafinity liability to customer, whether in contract, tort (including negligence), breach of warranty, or otherwise, exceed the price paid by customer for the software that gave rise to the claim or if the software is part of another products, the price paid for such other products. Because some states or jurisdictions do not allow limitation or exclusion of consequential or incidental damages, the above limitation may not apply to you. In no event shall alphafinity total liability to you for all damages (other than as may be required by applicable law in cases involving personal injury) exceed the amount of two hundred dollars (u.s. $200.00). The foregoing limitations will apply even if the above stated remedy fails of its essential purpose. Customer agrees that the limitations of liability and disclaimers set forth herein will apply regardless of whether customer has accepted any other products or service delivered by alphafinity. Customer acknowledges and agrees that alphafinity has set its prices in reliance upon the disclaimers of warranties and the limitations of liability set forth herein, that the same reflect an allocation of risk between the parties, and that the same form an essential basis of the bargain between the parties. These warranties shall be governed by and construed in accordance with the laws of taiwan, republic of china, without reference to or application of choice of law rules or principles. The united nations convention on the international sale of goods shall not apply. If any portion hereof is found to be void or unenforceable, the remaining provisions shall remain in full force and effect.

If you have any other questions or enquiries, please contact Alphafinity Technical Support department at
+886 227 277 628 or by E-mail at support@Alphafinity.com