Return after tech support

If you have already been in contact with the Inheco customer hotline and have been advised to apply for a RMA number, then you’re in the right place. If your device is still under warranty, Inheco will repair or replace your device following our warranty. If your device is outside of our standard warranty period, we will assess your device and notify of the cost to repair. Our current lead time for standard repairs is within 15 working days. Should your device have a not standard fault, we will endeavor to repair and return your device to you as quickly as possible.

Please help us to assess your repair needs and process your repair quickly by answering the questions below:

* These fields are required.

Customer Company Data

Company address is the address where costs related to a repair of a device will be invoiced to, e.g., if you have a service agreement with another company.

Name *

Email *

Phone *

Company

Street *

Postcode / City *

Country *

Return Address if different from company address:

Return address is the address where the repaired device is returned to.

Return Address Data:

Name *

Email *

Phone *

Company

Street *

Postcode / City *

Country *

Please provide me with an official quote for the repair:

I have a ticket number from INHECO customer support: filed to add TIC number You can usually find the ticket number in the subject line of your email correspondence [TIC=xxxxx].

Ticket number

I do not know my ticket number: We can still repair your device, but it may take us a little longer to repair.

Do you require a quotation for a loan/rental device?
Please tick this box, if you require a loan/rental device from INHECO to enable you to continue to operate whilst we repair your device. Help us understand how urgently you need this repair:

The repair is urgent because my plant is unable to operate without it

Please send me a quote for a paid rental device

I need the device back no later than

Date *

The maximum time in days that I can be without the device is (please give days from today’s date)

Days *

The repair is not urgent, because I already have a replacement unit

If your repair is highly urgent, INHECO will contact you to discuss options and provide express shipment options to reduce the overall repair time.

Who supplied your device?

Your Internal Number for this case:

INHECO part number *

(shown on the label of the device. If you have several device types you can add them with a /)

INHECO part description

(shown on the label of the device)

INHECO serial number *

(shown on the label of the device. If you have several device types you can add them with a /)

Reason for return:

If Other: Provide detailed information here *

Important note:

Please make sure you take appropriate protective measures to avoid damage in transit when sending your devices. Please use the transportation lock (supplied when your device was purchased) for the Incubator Shaker MP and DWP. Please use a protection insert for the ODTC® Thermocycler. All drawers, doors, lids and any other moving parts of all units must be in the “closed” position for shipment.

Have you already contacted INHECO regarding a support for this specific case?

Name of INHECO employee contacted / date of contact

RMA Compliance Statement:

INHECO will only accept devices for return that do not pose a threat to the health of our staff. In particular, do not send devices that have been used in Biosafety Level 3 and 4 environments or have been exposed to radioactive or radiation materials. Please answer the following questions to determine whether the units need to be decontaminated:

Are the parts new/unused/out of the box? *

Is there a possibility that the parts / devices have been in contact with harmful substances? *

If the answer is yes, the units need decontamination. Have the parts / devices been decontaminated and cleaned, effectively removing or neutralizing all harmful substances and properties? *

I declare that the above parts / devices destined for return to INHECO do not pose any risk to the health of human beings, and that the devices have not been used in Biosafety Level 3 and 4 environments and have not been exposed to radioactive or radiation materials. INHECO staff can handle the devices without health risks and safety protective measures. I specifically state that any residue left on the device due to the usage of the device does not constitute any health risk. Any health or safety issues due to insufficient decontamination/cleaning of the returned products are the responsibility of the sender.

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