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RMA Policy

Hardware warranty

  • The standard warranty period is of 1 year after the date of sale of the equipment.
  • The warranty can be extended to 3 years for Customers subscribing to a Maintenance and Support Services agreement. Support Services for the Hardware consist of replacing the Product if it is proven to be faulty due to a Hardware's failure.
  • In case of hardware's failure after the expiry of the extended Warranty period, Customer will be charged for the repair or hardware upgrade
  • Support Services for the Hardware will be subject to the conditions specified in the Maintenance and Support Services Agreement, unless otherwise agreed
Go to Support and Maintenance Terms and Conditions

RMA conditions

RMA eligibility

Customer should submit a support request to OneAccess Sophia to report a WX hardware's failure. OneAccess will not accept return of any Product unless OneAccess has acknowledged the Hardware Product failure by providing Customer with a Return Material Authorization (RMA) reference number and Customer has completed the Return Material Authorization form, see below.

Usage conditions

Customer should store and operate the Product in the conditions described in the Product documentation. If OneAccess establishes sufficient evidence that the Product has not been used in normal conditions or as described in the Product documentation, Customer will be charged for the Product repair.

Shipment conditions

  • For equipments covered by the warranty or the Maintenance and Support Services agreement: OneAccess will ship to Customer a replacement Product within the next four (4) working days following the day on which Customer has provided OneAccess with a completed RMA form. OneAccess commitment is to ship within the time specified and OneAccess is not responsible for delays in transport, handling, clearing or delivery. OneAccess will pay for the transport to the client's premises, including customs duties and the client will pay for the return transport to OneAccess HQ offices customs duties.
  • For equipments with expired warranty: Shipment costs for the return transport to OneAccess and the transport to the client.s premises will be at the customer's charge.
  • To avoid customs issues, the DDP (Delivered Duty Paid) option should be selected on the Shipment Company form, which means that all taxes and customs duties will be taken by the shipper.
  • The RMA reference should be mentionned on the pack to facilitate its processing.

Replacement conditions

OneAccess reserves the right to replace the Product with another Product having the same or higher level of performance and features. OneAccess may use new or repaired parts with the same level of quality for the replaced Product.
OneAccess will not provide any Warranty on the replaced Product beyond the initial Warranty Period.


RMA form PDF / 30 Kb RMA form