Return Material Authorisation (RMA)

Customers wishing to return any items, whether they are incorrectly supplied, faulty or damaged in transit, must first complete a Return Material Authorisation (RMA) form to obtain an RMA number from the Service Department.

A full repair service is available for West Control Solutions customers. Prior to submitting the RMA form and returning products, customers are recommended to contact the technical support team to determine whether the issue can be resolved with telephone support. 

How the RMA service works

When completing the RMA form, please be as specific as possible about the problem, including any pertinent application details. The more information given, the more quickly and more thoroughly the problem can be solved. The minimum information required is:

  1. The Full Model Number
  2. Quantity of units being returned
  3. The units' Serial Number(s)
  4. A description of the problem ( “faulty” or “unknown” is not sufficient)

The RMA form is available for customers and is located in the customer portal section of the website, click here to login.

The process for returning a product using the RMA form is as follows:

Step 1.

Once the RMA form has been completed and submitted online to the Service and Repair team, an email will be generated and sent to the customer (usually within 1 working day). The email will detail the RMA number that has been allocated together with a shipping label that should be printed and attached to the product(s) for return.

RMA numbers are valid for 30 days. If the return is delayed beyond this time, a new RMA request must be made submitted.

Step 2.

Once the product(s) has been received by the Service and Repair team an initial assessment will be carried out. This stage will investigate whether a fault exists and if so assess whether the fault is fixable. The time required to carry out the repair work will be determined and if a charge applies then this will also be calculated. At this stage the initial feedback report containing the findings and quotation is emailed to the customer.

Please note: A Test & Inspection Fee (plus the return freight costs) may be charged for any units returned where no fault is found or the malfunction is the result of incorrect configuration, even if the product is still under warranty. This charge may also apply if the customer decides not to proceed with a repair following quotation

Step 3. 

A customer can then decide whether they would like to instruct the service team to proceed with repair and if required submit a purchase order for the work. In situations where a product is no longer under warranty a customer will be advised if it will be more cost effective to purchase a new product rather than to invest in repairing the existing product. 

Step 4.

If instructed to proceed with the repair of the product the service team will act accordingly and return the repaired unit to the customer in the timeframe specified.

Repaired products will be tested, calibrated and cleaned. A written report will be included with the returned goods. This will indicate any faults found and the corrective actions that were taken. All works carried out and parts used are then warranted for 3 months.

Unsupported Products

West Control Solutions will support products for a minimum of 5 years following obsolescence of the model in question. The business will endeavor to support products for longer than 5 years subject to parts availability.

The following products can no longer be supported by West and should not be returned. Assistance can be offered to specify a suitable current replacement if required.

2050, 2052, 2054              ELF, 2040, 2041               3001, 3010, 3100             
2068, 2070, 2071 WE01 3200, 3300, 3400
2072, 2073, 2075 MC20

2500, 3500

Octet MC30/3A, MC30/3D 2800, 3800
Gardian MC35 2700, 3700, 3750
Gardsman

West Brand Thyristors

2010
N5010