Once you have your RMA number, you should package the faulty product and any supplied accessories into a secure cardboard box or other suitable means of packaging.

The packaging should provide the drive with adequate protection, so as to prevent further damage whilst in transit to Origin Storage. Static sensitive devices such as hard drives and memory should be protected by suitable anti-static packaging such as an ESD shielding bag.  Failure to package the returned item properly could result in further damage to the product and/or invalidate its warranty.

You should clearly address the package to the address supplied by the support representative at the time of issuing the RMA number. The RMA number should also be written on the exterior of the package/carton and all paperwork, retaining a record of it for your own records. This allows us to ensure that your package is processed in the quickest time possible, and packages received without a valid and/or missing RMA number on the exterior of the package may encounter delays.

Origin Storage recommends that all units returned for warranty repair or replacement be returned by a suitable method. A suitable method is one that requires a signature on delivery and is insured against loss or damage, as this will protect you should there be any problems in transit.

Once Origin Storage receives the defective product, an engineer will book the drive into our system and an engineer will be assigned to repair or replace the defective product.

The normal turnaround time on faulty products is two to three days, stock permitting, and once complete the repaired or replaced product will be returned to you using our insured couriers.

At peak times the repair/replace time may regrettably increase, in the event of delays you shall be informed by your support representative.