Return Material Authorization (RMA) Request Form

Gatekeeper RMA Terms & Conditions – Please read carefully.

1. Forms must be completed by a Gatekeeper Certified Engineer.
2. All returned products must have proof of purchase.
3. Photos of damaged component must be included with the request form.
4. If product is damaged due to customer negligence, the warranty is considered voided and the customer will be required to pay non-warranty repair cost or will be provided with a quote to replace the item.
5. Once the RMA is issued, the customer will have 30 calendar days to ship the product to Gatekeeper. Failure to do so will void the RMA. Request for extension to this 30 days must be made no later than day 25 of the approval date.
6. If No Trouble Found (NTF) is determined through testing at the Gatekeeper facility, additional information may be required to further troubleshoot from the customer. Failure to provide the requested information will result in the product being returned to the customer as NTF.
7. Products returned to Gatekeeper out of warranty and deemed unrepairable for any reason will not be automatically replaced. Gatekeeper will contact the customer to determine the appropriate course of action. Products deemed unrepairable by Gatekeeper are considered for a reduced RMA charge.
8. Gatekeeper is not liable for damage caused during shipping to or from the Gatekeeper facility.
9. Gatekeeper assumes liability from the time of receipt from the authorized shipping agent to the Gatekeeper facility to the receipt of the product from the Gatekeeper facility to the authorized return shipping agent.
10. Complete one form per product.
11. Email this completed form in its entirety to rma@gatekeepersecurity.com. Forms not sent to this email address will not be processed for RMA.
12. The 90 Day Preventative Maintenance forms for the product, if under current a Gatekeeper warranty, must be included with the RMA Request Form.
13. 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.
14. 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.
15. All shipping documentation must accompany the shipment when it arrives at Gatekeeper.
16. Missing information, missing documentation, or incomplete forms will delay the processing of your request.
17. Do not ship products until authorized to do so by Gatekeeper Intelligent Security, Sterling, Virginia. Shipping prior to authorization will result in the product being shipped back to the customer at the customer’s expense.
18. You will receive the RMA Shipping Form in a separate email with the RMA number.
19. The customer is required to pay a shipping cost to ship any product, warranty or non-warranty, to Gatekeeper Intelligent Security, Sterling, Virginia. Gatekeeper Intelligent Security will cover the return shipping cost to the address listed on this form of any product covered under a valid, current Gatekeeper warranty. The customer is required to cover any return shipping cost to the address listed on this form of any product not covered under a valid, current Gatekeeper warranty.
20. Products that have reached End of Service (EOS) as indicated by an associated End of Life (EOL) form may be sent in for repair. However, we cannot guarantee that the EOL item can be repaired.  If deemed unrepairable, we may recommend replacement with current version.
21. For all Gatekeeper products not covered under a current Gatekeeper warranty, a $500.00 ‘Evaluation Fee’ may be added to any associated repair cost.
22. Upon receipt of the customer’s product indicated within this RMA form, Gatekeeper Intelligent Security will evaluate and present the repair options via the RMA Repair Agreement (RMARA) to the customer sent to the email address indicated in this RMA form.
23. Once the RMARA has been sent to the customer, the customer will have 7 business days to sign and return the RMARA to rma@gatekeepersecurity.com. Failure to return this form within this time frame will result in the product being shipped back to the customer’s address as indicated in this RMA form without repairs being complete. A Purchase Order must also accompany the signed RMARA.
24. Upon notification to the customer of completion of the RMA repairs, the customer will have 15 business days to collect the product. Failure to collect any product in this time frame will result in a ‘Storage Fee’ of $50.00 for each additional day the product is stored at Gatekeeper.
25. No products will be released from Gatekeeper to the customer or authorized shipping agent until all associated payments have been received by Gatekeeper.