Return Material Authorization (RMA) Process and Policy

 

For Crunchtime Kitchen and Host products, please refer to “Crunchtime Kitchen and Host Return Material Authorization (RMA) Policy”.

Crunchtime Kitchen and Host hardware products include but are not limited to the following:

Bumpbars (KP-7500 & KP-9000)

All-in-One units (AIO)

ELO Backpack

HP Engage Flex Mini

HP Thin Client

Touch Screens

For Crunchtime Temperature Monitoring Sensors and Gateways, please refer to “Crunchtime Temperature Monitoring Sensors and Gateways Return Material Authorization (RMA) Policy”.

Crunchtime Temperature Monitoring Sensors and Gateway products include but are not limited to the following:

Ambient Sensors

Probe Sensors with External Leads

Ethernet/LTE Gateways

Crunchtime Kitchen and Host Return Material Authorization (RMA) Policy

Crunchtime Kitchen standard policies provide our customers and partners with the opportunity to return any Crunchtime Kitchen product for any reason within 30 days of shipment, whether or not the product has been opened.

NOTE: Crunchtime Kitchen Hardware must be returned within the original packaging and with all originally shipped components (including items such as power supplies, cables, stands, etc.). All returns to Crunchtime must first be authorized by obtaining a Return Material Authorization (RMA) from Crunchtime within 30 days of shipment of the product.

• This policy ensures a credit on the customer or partner account less a 15% restocking fee upon receipt of the returned device within 10 business days of the RMA being issued by Crunchtime.
• This credit can be altered into a refund if the account is current.

Limited Warranty

To ensure the highest customer and partner satisfaction with Crunchtime Kitchen hardware, we also offer limited warranties on most Crunchtime Kitchen Hardware, as well as a simple return process when repairs are needed. As part of our commitment to quality, we offer an easy and expedited cross-shipment of replacement hardware within the continental United States for issues that may occur with a Crunchtime Kitchen Device within 45 days of purchase. See Exhibit B Crunchtime Kitchen Cross Shipment Policy.

Warranty and Out of Warranty Repairs

In addition to warranty repairs, customers and partners may choose to return Crunchtime Kitchen hardware products to Crunchtime that need out-of-warranty billable repairs.

All returns to Crunchtime for Crunchtime Kitchen hardware repair must first be authorized by obtaining an RMA from Crunchtime Kitchen Technical Support.

The Crunchtime Kitchen RMA Team will inspect and test all returned hardware to determine the warranty status of any needed repairs as well as any associated repair costs for out-of-warranty repairs. For repairs found to be covered under warranty, the repair will be immediately completed at no charge to the customer or partner. For any billable repairs, Crunchtime Kitchen will perform the work once the customer or partner has provided a purchase order for the associated repair charges.

Out-of-warranty hardware that is not repairable, or hardware found to be in working order will be returned to the customer or partner if requested, a testing and diagnostic fee will apply. To avoid unnecessary returns, Crunchtime recommends using the published Crunchtime Kitchen Hardware Troubleshooting Guides (which are available through Crunchtime Client Services and Crunchtime Technical Support), as well as contacting Crunchtime Kitchen and Host support for assistance in troubleshooting the hardware problem.

Return Process

All returns to Crunchtime for Crunchtime Kitchen Products must be authorized by first obtaining a Return Material Authorization (RMA). Refer below for an overview of Crunchtime Kitchen’s return and repair process.

Step 1: Obtaining a Return Material Authorization (RMA)

Requests for RMA numbers are made by contacting Crunchtime Kitchen Technical Support:

Phone: 502-297-0221, ext. 6

US Email: khsupport@crunchtime.com

UK Email: khsupport_uk@crunchtime.com

Information required when requesting an RMA number includes:

• Product information, including model number and serial number
• Description of the problem for each product
• Contact name, phone number and e-mail address for the person responsible for managing the RMA
• Return address (for return shipment of repaired product)
• Billing address (for any charges that may be applicable)

Step 2: Crunchtime issues an RMA

Crunchtime Kitchen will respond to the original purchaser in the same way the request was received, providing an RMA number for approved returns.

 Step 3: Customer or partner returns product to Crunchtime

 Customer or partner should return the product to the appropriate Crunchtime affiliate address, as instructed by Support in Step 2 above:

Please include in the box a detailed list of all products being returned, including:

• quantity, Crunchtime product code
• any associated vendor part number
• product serial number
• required date
• return shipping information
• purchase order number (if applicable).

RMA’s that are not received by Crunchtime within 30 days of issue date will be closed.

Step 4: Returned devices are inspected, results are reported, and any repairs are completed.

Crunchtime will inspect and/or test all returned products via normal procedure. At this time, Crunchtime will make a determination as to the warranty status of any needed repairs, as well as any associated repair costs for out-of-warranty repairs.

The results will then be communicated to the customer or partner in the same manner as the original RMA request was received by Crunchtime.

For products found to be covered under warranty, the repair will be immediately completed at no charge to the customer or partner. Crunchtime will ship the repaired product back to the customer or partner via ground shipment at Crunchtime’s expense for any address within the continental United States when shipped from Crunchtime or any address within the UK when shipped from Crunchtime. Return shipments from Crunchtime sent outside of the continental United States and return shipments from Crunchtime sent outside of the UK will require approval or prepayment of the freight charges.

For any billable repairs, Crunchtime will not perform the work until the customer or partner has provided:

A purchase order reflecting the correct repair charges and the associated shipping charges that will apply when returning the repaired product back to the customer or partner. See Exhibit A – REPAIR FEES FOR CRUNCHTIME KITCHEN HARDWARE AND NON-CRUNCHTIME KITCHEN HARDWARE for estimated repair and No Defect Found Fees.

• If the customer or partner is not approved for payment terms, prepayment of the purchase order is required.
• Based on receipt of payment or a purchase order (or other accepted written approval at Crunchtime’s discretion), the out-of-warranty product will be repaired and returned to the customer or partner.

Out-of-warranty hardware that is not repairable or hardware found to be in working order will be returned to the customer or partner if requested, a testing and diagnostic fee will apply. The customer or partner is responsible for the shipping charges.

NOTE: A testing and diagnostic fee will apply for products found to be out-of-warranty and not repairable.

Hardware found to be in working order does not require a request for it to be returned. Only out of warranty, unrepairable hardware. The testing and diagnostic fee applies to both but not to the need to request it be returned.

The customer or partner will be asked to provide:

• A purchase order (and prepayment if terms are not already established) for the testing and diagnostic fee as well as shipping charges before Crunchtime returns the product to the customer or partner.

The customer or partner will have 30 days to respond to Crunchtime once Crunchtime makes a request for approval to complete any out-of-warranty repair work, or to return out-of-warranty products that are not repairable, or to return products found to be in working order.

• Any RMA for which Crunchtime does not receive a response within 30 days will be absorbed by Crunchtime.

Step 5: Products are returned to the customer or partner.

As stated above, Crunchtime will return all warranty repairs to the customer or partner via UPS ground shipment at Crunchtime’s expense.

Other repaired products will be returned to the customer or partner via UPS ground shipment at the customer’s or partner’s expense. Additional shipping methods are available.

Any products that have an associated repair or testing and diagnosis fee will be returned only if Crunchtime has payment or a matching purchase order from the customer or partner. If an RMA has both in-warranty repair items and billable repair items, the payment or purchase order for the entire RMA must be received before any repaired product is returned to the customer or partner.

Repaired products will carry a 60-day warranty against defects from the date of repair or for the remainder of the original warranty period for that product, whichever is longer.

All returns shipped by Crunchtime will reference the RMA number.

Crunchtime Kitchen and Host Product Repair Lead Times

Below are Crunchtime Kitchen and Host hardware standard lead times for completion of repairs. Crunchtime will always strive to provide the shortest possible lead times. Lead times are based on the quantity of products returned. Due to availability of parts, repair times are subject to change without notice. Customers or partners will be notified in advance of any delays.

 

EXHIBIT A

REPAIR FEES FOR CRUNCHTIME KITCHEN HARDWARE AND NON-CRUNCHTIME HARDWARE

Crunchtime Kitchen and Host’s current available repair services and associated fees are set forth in this Exhibit. If the repair cost exceeds the repair fees, the repair will automatically fall in the next higher level repair. This Exhibit is governed by the terms and conditions of the Agreement.

*Device is EoL – Not eligible for Out of Warranty Repairs except for replacement SD Flash Card

**Applies to all available sizes

EXHIBIT B

CRUNCHTIME KITCHEN CROSS SHIPMENT GUIDE

Crunchtime is dedicated to the satisfaction of our customers and partners, and we appreciate the opportunity to resolve issues that may make it past our extensive quality assurance process and into the field.

As part of our commitment to quality, we offer an easy and expedited cross-shipment of replacement hardware within the continental United States for issues that may occur with a Crunchtime Kitchen and Host device within 45 days of purchase.

CROSS-SHIPMENT REQUIREMENTS:

• For failures that are reported within the first 45 calendar days from shipment, Crunchtime will send out a replacement device via UPS 2-day air shipping within the continental United States to the customer or partner. The customer or partner may choose to pay for overnight air or Saturday delivery.
• Shipments outside of the continental United States may be provided with written approval or prepayment of the freight charges.
• The shipment must be initiated through the Crunchtime Kitchen and Host Technical Support team who will provide return shipping instructions.
• The customer or partner must then return the device that is experiencing issues to Crunchtime, at Crunchtime’s expense, within 10 business days.
• To complete the shipment, the customer or partner must first approve in writing any charges that may result if the returned device is determined to have an out-of-warranty issue or if the replaced device is not returned to Crunchtime within 10 business days. Please note that if the replaced device is not returned to Crunchtime within 10 business days, the customer or partner will be charged for the replacement unit as well as related freight charges for the cross shipment.

CROSS-SHIPMENT PROCESS:

STEP 1: Verify the shipment date of the device

Requests for cross-shipment can be made for any device that has been shipped by Crunchtime within 45 calendar days. If you are unsure of the shipment date, the date can be verified by Crunchtime Kitchen RMA based on the serial number of the device.

STEP 2: Contact Crunchtime Kitchen and Host Technical Support to request a cross shipment

Crunchtime Kitchen and Host Technical Support will perform a complete diagnosis, ensuring that the issue cannot be resolved remotely. Firmware updates and operating system updates can be completed in the field without the need for a replacement shipment. Crunchtime Kitchen and Host Technical Support will also make a best effort to determine that the issue is not caused by a problem that is not covered under warranty. (Please note that environmental damage such as that from a power surge or excess moisture are not easily diagnosed remotely, and if found to be the cause of the issue are not covered under warranty.) This diagnosis service is free of charge for any approved cross shipments.

STEP 3: Crunchtime Kitchen and Host Technical Support authorizes cross shipment and transfers to Crunchtime RMA

Crunchtime RMA will gather all information needed to issue an RMA number. This includes a detailed listing of all devices being returned, including quantity, Crunchtime product code, any associated vendor part number, device serial number, and return shipping information.

STEP 4: Customer or Partner returns authorization for any billable charges to Crunchtime

After collecting all information needed for the cross-shipment, Crunchtime RMA will send an e-mail to the customer or partner contact that provides information for the cross-shipment process and requests authorization for any billable charges. Prior to completing the cross-shipment, the customer or partner must return this e-mail with written authorization for any charges that may become billable.

BILLABLE CHARGES INCLUDE:

• If Crunchtime does not receive the device being returned within 10 business days, the customer or partner agrees to pay for the replacement device at their standard rates plus related freight charges for the cross shipment.
• Once the device is returned, if it is determined that the repair is not covered by warranty or if no defects can be found with the device, the customer or partner agrees to pay for the replacement device at their standard rates, as well as any diagnosis and repair fees and the freight charges associated with the cross shipment.
• Crunchtime will have the replacement device delivered within the continental United States in 2 business days. The customer or partner is invited to further expedite the shipment for overnight air or Saturday delivery at the customer or partner expense. Shipments outside of the continental United States require written approval or prepayment of all freight charges.

STEP 5: Crunchtime will complete the shipment of the replacement device

Upon receipt of the customer or partner authorization, Crunchtime RMA will provide the customer or partner with the RMA Number and expected delivery date of the replacement device.

Authorizations received by 12:00 pm ET will be processed the same day for delivery in 2 business days (if within the continental United States) - unless further expedited by the customer or partner via written approval.

Crunchtime will make best efforts to process all authorizations received between noon and 3:00 pm ET on the same day. Same day shipments may be affected by Crunchtime’s daily shipment volume as well as the quantities required for the cross shipment.

If within the continental United States, Crunchtime will cover the freight charges for the shipment, and the shipment will include return paperwork so that the customer or partner can return the device to Crunchtime at Crunchtime’s expense. This paperwork includes a return label addressed to Crunchtime as well as instructions for packaging the device being returned within the same box and then contacting UPS to arrange the pickup.

STEP 6: Customer or Partner returns down device to Crunchtime

Customer or partner is responsible for ensuring that the restaurant packages the down device in the same box as the replacement device was shipped, then applies the shipping label and contact UPS to arrange the pickup. If outside the continental United States, the restaurant must make and pay for shipping arrangements.

Unless approved in writing in advance, devices being returned under this program must be received by Crunchtime within 10 business days. If the replaced device is not returned to Crunchtime within 10 business days, the customer or partner will be charged for the replacement unit as well as related freight charges for the cross shipment.

STEP 7: Returned devices are inspected and results are reported

Crunchtime will inspect and/or test all returned devices via normal procedure. At this time, Crunchtime will make a determination as to the warranty status of any needed repairs and the repair costs for any out-of-warranty repairs. The results will then be communicated to the customer or partner.

STEP 8:Crunchtime closes out the cross-shipment

Crunchtime will then close out the cross-shipment.

If any billing is applicable (for devices not returned within 10 business days or for out-of-warranty repairs), Crunchtime will communicate with the customer or partner and will provide an invoice. In these instances, the invoice will also include related freight.

This invoice is due via the customer’s or partner’s established payment terms, or immediately upon receipt if payment terms have not been established.

Crunchtime Temperature Monitoring Sensors and Gateways Return Material Authorization (RMA) Policy

Hardware is covered under warranty for one (1) year from the original shipment date from Crunchtime to Customer. Any RMA request submitted after this period will be treated as Out-of-Warranty.

To initiate an RMA request contact support@crunchtime.com

Advance Replacement & Prepaid Label: Upon RMA approval, Crunchtime will ship a replacement device to Customer within five (5) business days. The package will include a prepaid return shipping label and instructions for sending the original unit back to Crunchtime.

Hardware Return Requirements: Customer must return the original device to Crunchtime within thirty (30) business days of receiving the replacement device. Customer may reuse the packaging from the replacement device to return the original Hardware using the provided prepaid shipping label.

Warranty Scope & Inspection: Crunchtime will inspect the returned Hardware within thirty (30) business days of receipt to verify coverage:

Covered under Warranty: Hardware is covered only for manufacturing and material defects. If the failure is determined to be a manufacturing defect, Customer retains the replacement device at no additional hardware cost.

Not Covered (Physical Damage/Misuse): Physical damage, liquid exposure, unauthorized modifications, or user misuse are excluded from warranty coverage. If the returned Hardware is deemed uncovered, Customer will be charged a standard Replacement Fee for the replacement device.

Failure to Return Hardware: If Customer fails to ship the original Hardware back to Crunchtime within thirty (30) business days of receiving the replacement device, the RMA will be closed as unreturned, and Customer will be charged the full replacement fee for the hardware provided.

Shipping Address:

Crunchtime

Attn: Logistics

165 Ledge St. Ste 8

Nashua NH 03060