Gatekeeper RMA Terms & Conditions – Please read carefully.
Each product must have a sperate RMA request. This request is submitted through the Gatekeeper Website
https://www.gatekeepersecurity.com/return-material-authorization-rma-request-form/.
A valid warranty claim is defined under Gatekeeper’s Warranty Certificate. Should it be found during the troubleshooting and
repair process that the product was damaged by the due to customer negligence, any warranty of that product will be
considered voided.
An RMA Shipping Authorization Form will be sent in a separate email. Shipment of the defective product back to Gatekeeper is
only authorized once the customer receives the Shipping Authorization Form from Gatekeeper. Shipping of the defective
product back to Gatekeeper without the Shipping Authorization Form issued may result in the incoming shipment to be
rejected and returned at the customer’s expense. Once the customer receives the Shipping Authorization Form, the customer
will have 30 business days to ship the defective product to Gatekeeper, Sterling, Virginia. Request for extension to these 30
business days must be made no later than day 25 th business day. If no extension is requested, the RMA request will be
considered abandoned, and the customer must request another RMA prior to shipping back the defective product. Gatekeeper
is not liable for damage caused during shipping to or from the Gatekeeper facility. Gatekeeper assumes liability from the time
of receipt of the defective product from the authorized shipping agent at the Gatekeeper facility. The customer assumes the
burden of ensuring that the shipment of the defective product to Gatekeeper is protected from damage with adequate
packaging. If the product is further damaged during shipment, any current warranty will be considered voided. All shipments
must be labeled with “RMA NO.” All inbound IMPORTs paperwork & markings must state “Repair & Return” & RMA #s inside &
outside, specifically on Commercial /Proforma Invoices that will accompany the freight. Shipping term to Gatekeeper for an
overseas shipper must be DDP (Delivery and Duty Paid) on prepaid basis. Shipping term to Gatekeeper for domestic shipments
must be DAP (Delivery at Place) prepaid basis. Failure to abide with above-mentioned shipping terms will result in rejection of
inbound delivery.
The customer is required to pay all shipping cost associated with shipping any defective product, (warranty
or non-warranty) to Gatekeeper, Sterling, Virginia. Gatekeeper will cover the return shipping cost to the address provided
from the customer for any product covered under a valid, current Gatekeeper warranty. The customer will be required to
cover any return shipping cost to the address provided from the customer of any product not covered under a valid, current
Gatekeeper warranty.
Products that are considered End of Life (EOL) or have reached End of Service (EOS), as defined by Gatekeeper, may not be
eligible for repair or replacement of the same product. If this happens, Gatekeeper will recommend the product be replaced
with the current production version of that product. This replacement product may or may not be compatible with the
customers current versions of software. It is the customer’s responsibility to cover any associated cost for upgrading their
system to the current versions of software. In addition, this may require the customer to upgrade more than one product
within their solution should those other products not be compatible with the latest versions of hardware or software. Upon
receipt of the defective product or determination of repairs of the defective product, Gatekeeper will present the repair or
replacement options to the customer via a Proforma Invoice. The customer will have 14 business days to acknowledge and
agree to the proposed solution. By signing and returning the Proforma Invoice with a purchase order, the customer agrees to
the proposed course of action. Extensions to the 14 days must be requested by the 10 th business day. If no extension is
requested and no forms are received by the 14 th business day, the RMA will be considered abandoned, and the products will be
returned to the customer unrepaired and at the customer’s expense. A purchase order must accompany the signed Proforma
Invoice, only if payment is due. A signed Proforma Invoice must be sent back, authorizing Gatekeeper to begin work on fixing
the defective product per the description of work.
Upon notification to the customer of completed repairs and ready shipment, the customer will have 30 business days to
provide any associated payments due and agreed upon through the Proforma Invoice Acknowledgement and purchase order
submittal. The customer must inform Gatekeeper of the Point of Contact (POC) responsible for receiving the shipment, the
POC’s phone number, and the POC’s address at the time of notification of return shipment. Return shipments are not
authorized to be released from Gatekeeper until payment has been received in full and the shipping information is received and
confirmed valid. Failure by the customer to provide payment or the necessary information within the 30 business days may
result in a ‘Storage Fee’ of $50.00 (USD) for each additional day beyond the 30th business day.
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