Process

RMA Procedure

Defective products are classified into the following three categories:

• DOA (Dead on Arrival): Defects occurring within 30 days from the date of purchase.
• IRMA (In-Warranty Failure): Defects occurring after 30 days from purchase but within the warranty period.
• ORMA (Out-of-Warranty Failure): Defects occurring after the expiration of the warranty period.

1. Obtaining an RMA Number

   1. Please log in to the ARBOR website at https://rma.arbor.com.tw/ and complete the RMA request form in the eRMA system. For first-time users, please contact the corresponding RMA personnel via email before submitting the request. If you are unsure of the appropriate contact person, please refer to the contact information on ARBOR’s official website or consult your ARBOR sales representative.
   2. ARBOR’s RMA Service Personnel (RMA OP) will first verify whether the “RMA Request” form has been completed correctly. Once verification is completed, an RMA number will be issued to the customer.
   3. If you need the defective product to be replaced immediately rather than repaired, this must be clearly indicated on your “RMA Request” form. Please note the following statements:
      • Only DOA products are eligible for replacement. DOA products will be replaced first, subject to available stock.
      • The customer must complete the “DOA Replacement Agreement” and sign the P/I, then return it to ARBOR.
      • The customer must provide a tracking contact number to initiate the DOA replacement process.
   4. ARBOR is committed to maintaining an efficient RMA service team. Most RMA products will be returned within 14 days (excluding shipping time and cases involving quantities fewer than 30 units).

2. Packaging and Shipment

   1. Returned products must be properly packed to avoid damage during transportation.
   2. DOA Products:
      For DOA products requiring full replacement, all accessories and documentation originally included in the purchase must be returned.
   3. IRMA and ORMA Products:
      Only the defective product needs to be returned. Non-defective accessories (such as CPU, RAM, user documentation, or cables) do not need to be included.
   4. Before shipment, the ARBOR RMA number must be clearly marked on the package.
   5. To expedite the repair process, please notify our RMA OP by email with the following information: shipment date, quantity, and shipment tracking number.

3. Incoming Product Inspection

   If necessary and where feasible, technical support may be provided by ARBOR’s local branch office or customer service department. In regions without local service support, on-site service may be arranged depending on the specific circumstances.

   1. ARBOR’s RMA OP personnel will inspect your product within 8 hours after arrival.
   2. If the product arrives undamaged and the condition matches the description on the “RMA Request” form, it will be forwarded to ARBOR’s repair engineers for servicing.
   3. If the product arrives damaged or the condition does not match the description on the “RMA Request” form, ARBOR will contact the customer for confirmation before proceeding.

4. Repair

   1. Repair engineers will correct the damage as described by the customer. After repair, the product will undergo testing to ensure proper functionality.
   2. If no additional issues are found, ARBOR will notify the customer that the product has been repaired.
   3. If the customer does not respond within 48 hours, and no failure occurs during testing, the product will be classified as NPF (No Problem Found). In-warranty units will not be charged; out-of-warranty units will incur service fees.
   4. ARBOR is committed to maintaining an efficient RMA service team. Most RMA products will be returned within 14 days (excluding customer-to-ARBOR and ARBOR-to-customer shipping time).

5. Repair Charges

   1. The customer must pay repair fees under the following circumstances:
      • Out-of-warranty products.
      • In-warranty or DOA products where ARBOR’s repair engineers determine the failure is due to customer negligence, improper operation, or unauthorized repair.
   2. For payable RMA repairs, the repair engineer will generate a repair report in the eRMA system.
   3. RMA OP personnel will send the repair report and P/I to the customer for confirmation.

6. Packaging and Shipment (Return)

   1. RMA OP personnel will package the repaired RMA product appropriately and include the repair report.
   2. The RMA number and quantity will be clearly marked on the package.
   3. The customer will receive an email notification with the RMA number, shipment date, and tracking number.

Service Fees

1. Warranty Service Fees

   For warranty repairs, the customer is responsible only for the one-way shipping cost from the customer to ARBOR. No additional fees shall be charged.

2. Out-of-Warranty Service Fees

   1. Out-of-warranty repair fees are determined by the cost of parts and labor, calculated as follows:
      Total Repair Cost = Labor Fee + Material Cost + Shipping Cost (Note 3)
   2. For products or accessories not manufactured by ARBOR, warranty and repair services shall be provided by the original manufacturer.
   3. For out-of-warranty items that, after testing, are found to be NPF (No Problem Found), or when the customer declines repair after receiving the quotation, a minimum service charge shall apply:
      2-3-1. Board: USD $30 / EUR €27 / NTD $700;
      System: USD $40 / EUR €36 / NTD $1100

3. Quotation

   1. ARBOR will provide a quotation after diagnosing the cause of failure. The minimum charge is as follows:
      Board: USD $30 / EUR €27 / NTD $700;
      System: USD $40 / EUR €36 / NTD $1100
      
      Before proceeding with any out-of-warranty repair, it is recommended that ARBOR issue a Proforma Invoice (P/I) specifying the repair cost.
   2. No repair action will be taken until ARBOR receives the customer’s written authorization to proceed. Upon completion of the repair, ARBOR will issue an official invoice. The customer shall sign and return the invoice and make payment. Shipment will be arranged after payment is received.
   3. Please indicate ARBOR’s P/I number as reference when making payment. ARBOR reserves the right to refuse repair service for customers who fail to return DOA items or do not sign the P/I. If the customer does not return the signed P/I within three months, ARBOR may dispose of the defective product without prior notice.

ARBOR Extended Warranty P/N List:

ARBOR Extended Warranty Product List:

End-of-Life Service

Due to limitations in the availability of replacement parts, ARBOR does not guarantee repair service for products one year after end-of-life. If replacement parts are no longer available, ARBOR may recommend special purchase pricing or provide equivalent products. For any updates to the service policy, please refer to the official ARBOR website for the latest information.

1. Note 1: If there are any updates to the service policy, please refer to the official ARBOR website for the latest information.
2. Note 2: On March 1, 2010, ARBOR revised its warranty policy. Except for Industrial Mobile Devices, which carry a one-year warranty, all standard ARBOR products are covered by a two-year warranty.
3. Note 3: ARBOR revised its service fee policy on January 1, 2026.
4. Note 4: On April 1, 2014, ARBOR revised its product category definitions. “Portable Devices and Portable Computers” are now classified as “Industrial Mobile Devices.”