Warranty & Returns
No-Quibble UK Return-to-Base (RTB) Hardware Warranty & Protocol
Every server assembly, broadcast board, and workstation component shipped by Sierra Indigo Limited is physically inspected, bench-tested where applicable, and logged by serial number prior to dispatch. We back our hardware with a straightforward, engineering-led UK Return-to-Base (RTB) Warranty designed to protect your critical uptime without bureaucratic delays.
1. 90-Day RTB Hardware Warranty
All refurbished and OEM spare parts carry a comprehensive 90-day UK return-to-base hardware warranty from the date of delivery. If a component develops a verified fault, we dispatch an immediate tested replacement or issue a 100% full refund.
2. Priority DOA & Transit Cover
In the rare event of a Dead-on-Arrival (DOA) board or courier transit damage, notify our engineering desk within 48 hours of delivery. We arrange free return shipping and priority replacement dispatch with zero restocking fees.
3. Non-Faulty & Spec Returns
Ordered an incompatible FRU or no longer require a part for a repair job? Unopened or unused items in their original intact ESD shielding bag may be returned within 30 days of delivery with an approved RMA reference.
ESD Handling & Serial Verification Guidelines
Because enterprise PCBs, Avid broadcast cards, and server system boards are highly sensitive to electrostatic discharge (ESD) and improper installation, all warranty returns are subject to standard technical verification at our UK lab:
- Serial & Security Seal Matching: Every outgoing component is photographed, logged by OEM serial/barcode number, and fitted with tamper-evident Sierra Indigo QA identifiers. Returned units must match our dispatch records.
- ESD-Safe Return Packaging: All circuit boards, RAM modules, drives, and assemblies must be returned heat-sealed or enclosed inside their original metallised Faraday static-shielding bag and rigid protective foam. Boards returned loose in standard cardboard or bubble wrap without ESD protection cannot be accepted.
- Qualified Installation: Components must be installed by qualified IT or broadcast engineers observing standard grounding protocols. Warranty does not cover bent CPU socket pins, burnt traces from power surges, unauthorized BIOS/firmware cross-flashing, or physical modification.
- Free Pre-Purchase Revision Checks: Need to match an exact PCB revision, firmware level, or backplane FRU? Ask our UK Engineering Desk before ordering—we verify physical boards on the shelf.
How to Request an RMA Return or Warranty Replacement
Because we hold physical stock at our UK warehouse and Authorised Treatment Facility (ATF), RMA inspections are handled directly by our in-house technicians—never outsourced to third-party call centres:
- Step 1 — Log Your Request: Visit our Engineering & Operations Contact Desk, select "Order Support / RMA Warranty" under Enquiry Department, and provide your Order Number, OEM Part Number, and a brief fault summary.
- Step 2 — Receive Your RMA Number: Our support team will issue an official RMA authorisation number and return shipping label/instructions within 2 business hours (Monday–Friday, 08:30–17:30 GMT).
- Step 3 — Lab Inspection & Immediate Resolution: Ship the ESD-packaged unit back to our Pentre UK facility. Upon receipt and verification, we dispatch a replacement same working day or process a full refund to your original payment method.
Frequently Asked Questions
What happens if you don't have an exact replacement in stock for a faulty part?
If a rare or discontinued OEM board is returned under warranty and we do not hold an identical tested replacement on our UK shelves, we immediately issue a 100% full refund (including original shipping costs) so your procurement budget is never tied up.
Who pays for return shipping on warranty claims?
For any verified faulty, Dead-on-Arrival (DOA), or incorrectly supplied hardware, Sierra Indigo covers 100% of the return postage and replacement courier costs. For non-faulty returns (such as customer ordering errors or cancelled maintenance jobs), the buyer is responsible for tracked return shipping.
Where do I send authorised RMA returns?
Once our team issues your RMA number, all hardware returns are shipped directly to our UK warehouse: Sierra Indigo Limited (RMA Department), Ravenhill Warehouse, Ravenhill Street, Pentre, CF41 7TH, United Kingdom. Please ensure your RMA number is clearly marked on the outer shipping carton.
How fast are warranty refunds processed?
Once a returned component arrives at our UK facility, our engineers complete bench verification within 1–2 working days. Approved refunds are processed immediately back to your original payment method along with a formal UK VAT credit note for your accounts team.