If you suspect that your device is faulty and need assistance or want to return it, please read about our procedures for troubleshooting and how to request an RMA (Return Merchandise Authorisation) number from us.
First steps to take if you suspect a problem
Please make sure you have tried new batteries before assuming a problem with any communication aid. Please use quality disposable batteries, as low-grade (or rechargeable) batteries often don’t provide the required voltage. If you still require assistance please contact us.
If you suspect your device has a fault, please contact us – we will talk you through a few steps to test it before proceeding. If the product has a fault and it is within the manufacturer’s warranty period, we will send you an RMA number (Return Merchandise Authorisation) and the relevant return address. Items returned without an RMA number will not be accepted.
Products that develop a fault outside of the manufacturer’s warranty period can often be repaired (subject to cost and availability of parts). Inclusive Solutions can usually facilitate out-of-warranty repairs with the manufacturer. Once the item has been returned and is tested by either ourselves or the manufacturer, a repair quote will be issued. It is then up to you to decide whether you want to proceed with the repair or have the device disposed of. No work will be carried out without prior authorisation and payment, and unless otherwise stated, testing and fault diagnosis is free of charge. Please contact us to discuss the viability of any out of warranty repair.
Inclusive Solutions will pay for carriage charges for products that are defective on arrival (provided we are notified in writing within 14 days of delivery), items missing from an order or items sent in error. In all other cases goods are to be returned at the customer’s expense. Items can be brought to our offices providing you have contacted us beforehand to obtain an RMA number. Please bring proof of purchase (i.e. tax invoice).
When returning items
For hand delivery/courier delivery the return address is:
Netcare Rehabilitation Hospital
2 Bunting Road
For Post Office deliveries the return address is:
PO Box 842
All returned items should be in original packaging wherever possible. Inclusive Solutions will not be liable for any damage to items that are not adequately packaged and damaged in transit. Proof of postage should be obtained for any item returned via the Post Office. We cannot repair/replace items that do not reach us.
Please ensure that you enclose:
• Your RMA number
• Your name and address
• Details of why you are returning the item (i.e. fault description)
• All associated packaging and accessories (e.g. discs, cables, manuals, memory cards etc.)
• Please remove batteries from all returned items to avoid damage in transit
Inclusive Solutions cannot be held liable for any loss of data stored on any product returned for testing/repair. It is the customer’s responsibility to ensure that all data is backed up where possible before returning the product.
The Returns Policy and Procedures are subject to our full Terms and Conditions of sale. Please see these for further information.