RMA support that keeps cases controlled.
Use the Zen RMA process for warranty validation, DOA review, inspection, repair/replacement coordination and manufacturer escalation.
RMA request procedure
Do not ship goods before an RMA case is reviewed and accepted. The RMA number must be clearly referenced with the returned unit.
Raise the support request
Email the model, serial number, invoice reference, fault description and supporting photos/video where available.
Technical review and approval
Zen validates the issue, checks warranty eligibility and confirms whether the product should move into RMA handling.
Return logistics
Once approved, return the unit with the RMA reference, original accessories where relevant and safe packaging.
Inspection and resolution
The unit is inspected and tested. Repair, replacement, vendor escalation or non-warranty feedback is then confirmed.
DOA cases
Report suspected dead-on-arrival products quickly and keep original packaging, accessories and invoice details available.
Common exclusions
Physical damage, misuse, liquid damage, altered serial numbers or incomplete return contents may block warranty approval.
Case documentation
Clear details reduce back-and-forth and help the team move eligible cases to the correct vendor/manufacturer path.