Return Material Authorization and Product Repair

RMA Procedure

Before sending any equipment to Aurora for repair, an email should be sent to support@aurora.com to request a Return Material Authorization (RMA) number. This will ensure that the repair and replacements will be done in a timely manner and eliminate any delays due to incomplete information.

Please provide the following information:  

• Company name, street address, city, state
• Phone number
• Part or model number; and serial number
• Description of problem

Equipment Damaged During Shipment

We request that all cartons be thoroughly inspected at the time of delivery, and that any visible damage be brought to the attention of the shipping carrier at once. In the event of concealed damage, the shipping container, packing material and equipment should be kept intact. (Aurora does not assume responsibility for the filing of claims for damage or loss with the carrier.) After the carrier has inspected the damaged material, Aurora's TAC department should be contacted to obtain a return authorization and to make arrangements for additional packing materials if the original containers are damaged beyond use. After the damaged equipment has been returned to Aurora, and once repair costs, including any and all associated freight costs, have been established, Aurora will notify you so that these charges may also be included in your claim. Aurora makes every effort to expedite replacement of damaged goods that are the result of shipping damage.

Return Freight

Aurora prepays standard return freight back to our customers. Return freight back to customers on billable repairs is invoiced to customers, and customers are responsible for clearance and insurance of goods (except USA/Canada customs clearance). The customer pays for shipping units to Aurora for both warranty and out-of-warranty repairs. Aurora does not accept inbound shipments that are C.O.D. Special shipping requests may be subject to additional charge. Aurora requests that units be packed in the original shipping containers if at all possible. If the original containers are not available or not in good condition, it is requested that units be packed in such a way as to prevent electrostatic discharge and physical damage in transit.

Product Repair

Aurora repairs all its manufactured products. The standard repair turn-around time for currently supported Aurora products is thirty (30) working days upon receipt of defective parts. Manufacturing Discontinued (MD) units repair turn-around is subject to parts availability. In all instances Aurora will provide the customer with a defined turn-around time and fixed cost to repair once the root cause has been determined. Prior to repairing a unit, Aurora will send the customer notice of the expected turn-around time and fixed cost to repair, and request the customer to authorize the repair.

Advanced Replacement Unit Exchange

In the event of a critical failure, and a spare unit is not available in the customer's spares inventory, the customer may elect to receive an advance replacement unit before sending the defective or damaged unit to Aurora. Aurora makes no guarantee that the unit requested by the customer will be available for advance replacement or in its repair stock inventory at the time of the request. It is therefore highly recommended by Aurora that customers always purchase and maintain proper stocks in their own spares inventory; advance replacement units should not be considered a replacement for customer spares.