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Return Material Authorization (RMA) Request Form

Site Information

Defective Product Information

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.
I have read and agree to the terms and conditions for Gatekeeper RMA submittal.