This procedure is valid only if the hardware has been bought via Destiny

All RMA requests must be submitted to Customer Support via the ticketing system.

Our standard procedure for requesting an RMA (Return Merchandise Authorization) is described below.

1. Create a new ticket via the standard procedure with the following information :
   • Customer :
   • Type of device : (brand and model)
   • MAC or Serial number :
   • Problem description :
2. Destiny checks that the equipment is under warranty.
3. If under warranty :
   1. Wait for a Return Material Authorization (RMA) number. This one contains all the information necessary to return the device. The shipment cost is handled by the customer
   2. After the first check of the support engineer, Destiny will send the status:
      • If material OK, the material will be sent back to the customer at Destiny's cost
      • If the material is defect and under warranty, Destiny will send the equipment to the manufacturer and manage to get the equipment back as soon as possible at Destiny's cost (standard shipment) .
      • If material is defect and not under warranty, the equipment can be sent back to the customer at his own cost if he requests it.
4. If not under warranty
   • Destiny can propose to order a new equipment and deliver it quickly

Attention :

• Depending on the problem the process could take more than 2 months so for critical equipment, Destiny suggests to have always a spare onsite
• Do not return any hardware back without a valid and authorized Return Material Authorization (RMA) number.

"Dead On arrival"

In case the equipment delivered by Destiny is defect ("Dead on arrival"), Destiny must provide the same equipment within one week. This only applies during the first week after the delivery date. Afterwards the standard RMA procedure will be applied.