RMA & Warranty — ORCA NXT

RMA Process

How an RMA Works

Five steps from fault to fix — every return is logged against your serial number and tracked to closure.

Raise a request

Send the serial number, a copy of the purchase invoice and a short description of the fault through the RMA form or our help desk.

Get your RMA number

Our team checks the details and issues an RMA number. Please don't send a unit without one — it's how we track it.

Send in the unit

Pack the unit securely with its accessories, mark the RMA number on the box, then drop it off or ship it to us.

Diagnosis

Our engineers test the unit and confirm whether the fault is covered. If it isn't, you get a quote before any paid work starts.

Repair, replace, return

Covered faults are repaired or the unit is replaced, then returned to you — and the RMA is closed with a full record.

Warranty

What's Covered

ORCA products are covered against defects for the warranty period stated on your invoice and product datasheet.

Manufacturing defects

Faults in materials or workmanship that appear under normal use within the warranty period.

Hardware failure

Units that stop powering on or no longer perform their rated function during the warranty period.

Faulty on arrival

Units that don't work out of the box, reported promptly after delivery with the original packaging.

Exclusions

What's Not Covered

Warranty doesn't extend to damage or wear caused outside normal use.

Physical or liquid damage

Drops, impact, cracked housings, burn marks or water ingress.

Power and installation faults

Damage from power surges, incorrect wiring, or installation outside the product's specification.

Tampering or unauthorised repair

Units opened or repaired outside ORCA or an authorised partner, or with missing or altered serial labels.

Wear and consumables

Batteries, cables and parts that wear with normal use, unless faulty on arrival.

Before You Send a Unit

Common Questions

How long is the warranty?

It depends on the product and is shown on your invoice and product datasheet. If you're unsure, send us the serial number and we'll confirm it.

What do I need to raise an RMA?

The serial number, a copy of the purchase invoice and a short description of the fault. Photos or a short video help us diagnose faster.

Where do I find the serial number?

On the label on the back or underside of the unit and on the original box. Our help desk can also look it up from your invoice.

How long does a repair take?

It depends on the fault and parts availability. Your RMA number lets you check progress with our help desk at any time.

What if the fault isn't covered?

We'll explain what we found and send a quote. Nothing is charged unless you approve it.

I'm a reseller — can I raise RMAs for my customers?

Yes. Partners raise RMAs the same way; the RMA is linked to your account so you can follow every case.

Start an RMA Request

Send the serial number, invoice and fault description — our help desk will issue your RMA number.

Start an RMA Request