How to request an RMA from M5 Technologies
Warranty return guidance, required information, shipping instructions, and repair or replacement process
When a product is suspected of being defective, an RMA request must be submitted before the unit is returned. Customers with an M5 Technologies Support Portal account should create a new incident and select the record type “RMA.” Customers without an account may submit the request by email.
The request should include the serial number, release number, description of the issue, reseller name, and the ship-to address for the repaired or replacement unit. In this improved version of the form, the MAC address is also mandatory to strengthen unit identification.
RMA at a glance
RMA required before return, serial number required, MAC address required in this form, RMA valid for 60 days, and repaired or replacement units shipped back to the requester’s specified address.
Products under warranty may follow the RMA process
M5 Technologies states that each new product is covered by a standard hardware warranty of thirty-six months from the date of shipment, unless different conditions apply under a business partnership agreement. Warranty claims may be reported either to M5 Technologies or to the authorized distributor or reseller from whom the product was originally purchased.
What information must be included in the request
How to submit the request
- Use the M5 Technologies Support Portal when an MSP account is available.
- Create a new incident.
- Select the record type “RMA.”
- If no MSP account is available, send the request by email to tac@media5corp.com.
Required information
- Serial number of the defective unit.
- Release number.
- Description of the issue.
- Reseller name.
- Ship-to address for the repaired or replacement unit.
Additional identification requirement
In this new form, the MAC address is also required so M5 Technologies can better identify the device and reduce ambiguity during product verification.
Issue verification and RMA number validity
Issue verification
An M5 Technologies Support Specialist contacts the requester to verify the issue and confirm whether return authorization is granted.
RMA valid for 60 days
Once issued, the RMA number remains valid for 60 days and must appear on all shipments.
Unauthorized returns
Products returned without a valid RMA number are sent back at the sender’s expense.
How products must be packaged and shipped
M5 Technologies strongly recommends reusing the original packaging and including original accessories such as cables and power supplies. Damage caused by improper packaging may be repaired at the sender’s expense.
Packaging requirements
Reuse original packaging whenever possible and write the RMA number on the outside of the package and in the shipping reference field.
Commercial invoice notes
The commercial invoice should clearly identify the seller as Media5 Corporation D.B.A M5 Technologies and include the requested broker and shipment information where applicable.
Shipment terms
The sender pays shipping costs to M5 Technologies. The preferred shipment term is DDU, and taxes, duties, and customs clearance charges must be handled by the receiving end.
Default return address
Unless otherwise specified, defective units should be shipped to: M5 Technologies, RMA #_____, 3575 rue Blanc Coteau, Door #13, Sherbrooke, QC, Canada J1L 0B4.
What happens after the unit is received
Equivalent product handling
The defective unit received will be repaired or replaced by an equivalent product.
Return destination
The repaired or replacement unit will be shipped back to the ship-to address provided in the request, and tracking information will be shared with the requester.
90-day post-repair coverage
Repaired or replacement products are covered against hardware defect and workmanship for 90 days after shipment, after which the original product warranty prevails.
Out-of-warranty, CID, and No-Fault Found
Out-of-Warranty
Claims submitted after the warranty period are treated as out of warranty, and M5 Technologies may request a credit card number or purchase order before authorizing the return.
Customer Induced Damage
A unit may be declared CID if damaged by electrical overload, liquid leaks, improper packaging, or improper manipulation. CID units are treated as out of warranty.
No-Fault Found
No-Fault Found fees may apply when the returned unit is confirmed as not defective. Return shipping costs also remain the sender’s responsibility in those cases.
Submit an RMA request
Complete the form below to submit an RMA request. Serial number and MAC address are both mandatory in this version of the form, along with release number, reseller name, issue description, and ship-to address.