Return, Exchange and Repairs RMA

If you wish to return your previously purchased system and receive either a replacement, refund, credit, or repair, please fill out the form below with as much detail as you can.

Premio Inc.

  • 918 Radecki Court, City of Industry, CA 91748, United States
  • 626.839.3100   |   800.977.3646

Premio Taiwan Inc.

  • 18F, No.176, Jianyi Road, Zhonghe District, New Taipei City 235603, Taiwan
  • 886.2.7731.7888 etx. 574

RETURN MERCHANDISE AUTHORIZATION (RMA):

In order to obtain service on your equipment, an RMA number must be obtained from Premio, Inc. Requests should be made through the online form. Visit www.premioinc.com for the complete RMA and service procedures.

Customers must pay for all shipping charges for any item returned to Premio Inc.

RETURNS:

All returned products must be securely packed to prevent damage during transit and shipped via prepaid freight. The RMA number must be clearly written on the outside of the box and on the mailing label.

Returned items must include a detailed failure description to assist with evaluation and processing. Any return without a clearly marked RMA number on the outside of each box will be refused upon delivery.

CREDIT:

Return for credit items must be received by Premio within 30 days of the invoice date. Return merchandise must be in original packaging. According to item condition, a minimum 20% restocking charge may apply, unless otherwise noted by Premio, Inc.

Dead on Arrival (DOA):

Products must be reported as DOA within 30 calendar days from the invoice date.

The product must be returned in its original packaging, including all accessories, manuals, and documentation. The product must show no signs of physical damage, misuse, or unauthorized modification. Premio will verify the defect upon receipt of the returned product. If the product is confirmed to be DOA, a replacement or credit will be issued.

Customer is responsible for shipping the product to our facility. For verified DOA cases, Premio may cover the return shipping costs.

International RMA Shipping, Duties, and Documentation Policy

Shipping Responsibilities:

• Customers are responsible for shipping costs when returning products for RMA service, unless the return is due to a confirmed defect or error caused by Premio.

• Premio will cover return freight only in cases where the issue is verified as a manufacturing defect or supplier error.

Import & Export Regulations:

All international returns must comply with local import/export regulations. Customers are responsible for ensuring proper classification and documentation of returned goods.

Shipments must include accurate commodity descriptions, declared value, and HTS codes to avoid unnecessary customs duties or delays.

For warranty repairs or replacements, customers should clearly mark the shipment with statements such as:

  • “Product returned for warranty repair”
  • “Product replaced under warranty, no commercial value”

Duties and Taxes:

Duties, taxes, and customs fees incurred during international returns are the responsibility of the customer, unless otherwise agreed in writing.

Premio is not liable for any import duties or taxes assessed by the destination country during the return process.

Required Documentation:

All RMA shipments must include:

  • A valid RMA number clearly marked on the outside of the package.
  • RMA paperwork inside the package.
  • Commercial invoice with accurate product description and declared value.
  • Tracking information provided to Premio upon shipment.

Packaging Requirements:

• Returned items must be securely packaged to prevent damage during transit.

• Products must be returned in saleable condition, unless the return is for repair or replacement.

Any merchandise for return or exchange must be approved by Premio, Inc.

NOTE:

We request that all items for return be tested at your end, prior to shipping. If we find that the product is not defective, you will be responsible for all shipping charges. If Premio Inc. does not have the item in stock at the time, we reserve the right to keep the defective merchandise for one to thirty days for repair or exchange.

Premio Inc. Global Warranty and RMA Policy

Premio Inc. warrants its line of Premio® Products to be free from defects in material and workmanship for a specified period from the date of original purchase from Premio Inc. or an authorized Premio reseller. This global warranty applies to all customers regardless of region.

Warranty Coverage

• Standard Premio Products

Two (2) years warranty for parts and labor, from the invoice date.

• ODM, OEM, Customized & Third-Party Products

One (1) warranty from the invoice date, or as specified in a mutually agreed contract.

• Outsourcing & Peripherals Devices (Not Manufactured by Premio)

Covered under the original manufacturer’s warranty policy. or as specified in a mutually agreed contract.

Extended Warranty & Support Services

Premio offers the following additional services globally:

• Extended Warranty Options

Available for purchase to extend coverage beyond the standard warranty period. Contact our sales Department for details and pricing.

• Advanced Replacement Service

Available for qualifying products to minimize downtime. Eligibility and terms vary by product category.

RMA Claims

All RMA (Return Merchandise Authorization) claims must be submitted through the region where the product was originally purchased. This ensures efficient processing and compliance with local logistics and support protocols.

Warranty Conditions

This warranty is contingent upon proper use of the product and does not cover:

  • Unauthorized modifications.
  • Damage due to unusual physical or electrical stress.
  • Software or hardware not manufactured by Premio Inc.

SERVICE UNDER WARRANTY:

If this product fails to be in good working order during the warranty, Premio Inc. will, at its option, repair or replace the product. Repair parts and/or replacement products may be either new or reconditioned at Premio lnc.’s discretion. The limited warranty does not include service or repair for damage from improper installation, abuse or modifications to the product not approved in writing by Premio, Inc. Any service repair outside the scope of this limited warranty shall be at Premio or its Authorized Service Provider’s rates and terms in effect.

OBTAINING WARRANTY SERVICE:

When a problem occurs, first contact the location where the product was purchased (your reseller) to see if the problem can be resolved without returning it. If the system must be returned, the direct buyer should contact the Premio Service Department. Proof of purchase and purchase date of the product must be provided before any warranty service can be performed. To request a Return Merchandise Authorization (RMA) number, visit our web site to fill out the online form. Please refer to our web site www.premioinc.com, in the Service and Support section for the complete Premio RMA policy.

Data File Backup & Personal Information removal:

Premio, Inc. claims no responsibility for any lost or missing data on a customer’s computer. Backup all data on the hard disk drive(s) and any other storage device(s) in the products before shipping to Premio. Please remove any confidential, proprietary or personal information. Premio is not responsible for any lost or corrupted data/information, or any damaged or lost removable media.

HOW TO CONTACT THE PREMIO SERVICE DEPARTMENT:

Comprehensive information can be obtained from our web site, including detailed service options, product FAQs, drivers, BIOS updates download and troubleshooting by logging onto www.premioinc.com, and visiting the Service and Support section. Special order (items indicated with an “S” at the beginning of the part number) are not covered by any warranty or service options. Please refer to the original manufacturer’s terms and conditions.