Grayhill Updates Return Materials Authorization (RMA) Policy

To better support our customers and streamline product returns, Grayhill has implemented a new Return Materials Authorization (RMA) process. This updated procedure improves how returns are initiated, tracked, and resolved.

What You Need to Know

All RMA requests must now begin through our website. To start the process, visit grayhill.com/contact and select Return Material Authorization Request from the dropdown menu.

Once Grayhill authorizes the return, customers will receive an email with a PDF titled RMA Authorization. This form must be printed and physically included in the shipment, preferably attached to the outside of the box.

Unless otherwise authorized by Grayhill, the customer is responsible for all return shipping and other applicable costs. Grayhill will cover return shipping to the customer if the product is deemed defective and repaired or replaced under warranty. Products found to be non-functional due to customer abuse or damage will be returned as is, quoted for repair, or scrapped at the customer’s expense.

No credit will be issued for items returned for repair. If the unit(s) are deemed repairable, Grayhill will provide a repair cost quote, valid for 30 days. If a purchase order (PO) is not received within this period, the product will be returned to the customer at their expense.

For full details, see the policy terms below or visit the RMA request form at grayhill.com/contact.

Grayhill Return Policy

• No return will be accepted without a Return Material Authorization Number (RMA). Unauthorized returns will be rejected and sent back at the customer’s expense.
• A Return Material Authorization (RMA) Number will be issued after receiving a completed Return Material Request and Grayhill approval.
• Parts must be within the warranty period to be authorized for return, or the request should specify that a repair is requested.
• The customer is responsible for properly packaging the returned product to prevent damage in transit.
• Include a copy of the RMA document in the packing slip.
• Product shall be returned within 30 working days of issuance of RMA. Otherwise, that RMA is rendered null and void.
• Unless otherwise authorized by Grayhill, the customer is responsible for all return shipping charges to Grayhill, Inc. Grayhill will cover return shipping to the customer if the product is deemed defective and repaired or replaced under warranty. Products found non-functional due to customer abuse or damage will either be returned as is, quoted for repair, or scrapped at the customer’s expense.
• Photos or samples may be required prior to the return authorization.
• No credit will be issued for items returned for repair. If the unit(s) are deemed repairable, Grayhill will provide a repair cost quote, valid for 30 days. If a purchase order (PO) is not received within this period, the product will be returned to the customer at their expense.
• For all other returns, if a response is not received within 30 days of recommended disposition, Grayhill will return the product at the customer’s expense.
• Equipment exposed to biohazard environments requires a decontamination statement accompanying the returned product. 

If you have any questions or need help getting started with a return, please contact us at grayhill.com/contact.