Return Merchandise Authorization (RMA) Policy

At Juganu, we are committed to providing reliable support for our products. If you’re experiencing a technical issue, please follow the steps below:

 

Step 1: Open a Support Ticket

Before initiating an RMA request, please open a support ticket by visiting this page

Our team will work with you to diagnose and resolve the issue remotely.

 

Step 2: RMA Request (if needed)

If the issue cannot be resolved through support, you will be asked to initiate an RMA request.
Please contact us via this link with the following information:

  • Reason for return
  • Part number
  • Fixture serial number
  • Contact details
  • Company name
  • PO number
  • Order date
  • Support ticket number
  • Shipping address for replacement delivery

We will respond with an RMA number and instructions for next steps.
Do not return any items without receiving an RMA number and formal approval.

 

RMA Terms & Conditions

  • This policy applies to Juganu products purchased under a Limited Warranty and covered by an active Support Agreement, starting from the original shipment date.
  • The RMA number must be clearly marked on the outside of the return shipment.
  • Each return must include:
    • A packing list/shipping document
    • A proforma invoice with accurate item details
  • Shipments that do not comply with these instructions may be refused.
  • Shipping charges are non-refundable.
  • Returns are eligible for repair or replacement only – no credits or refunds will be issued.
  • Products must be returned to Juganu within 15 business days of receiving the RMA number.
  • Products must be returned in their original condition and packaging, including the original box and all packing materials, to ensure safe transport and warranty eligibility.
  • Customers are responsible for the product until it arrives at Juganu. We recommend using a trackable and insurable carrier.
  • Unauthorized shipping charges will be billed to the customer, or the shipment will be refused.
  • Within the warranty period, Juganu will repair or replace any unit found to be defective due to materials or workmanship, free of charge.
  • All returned items are subject to inspection before approval for repair or replacement.
  • Products damaged due to misuse, abuse, or negligence are not covered. In such cases, an initial inspection and report fee of $200 will apply.
  • If additional repair costs are needed, we will contact you for approval before proceeding.
  • Repair times may vary depending on the issue – from a few weeks to several months.
  • Customers are responsible for return shipping costs, even for warranty-covered returns.

 

Dead on Arrival (DOA) Policy:

If a product fails within 90 days of original shipment, it is considered DOA. In such cases:

  • Juganu will replace the unit with a new fixture.
  • Juganu will conduct a full Failure Analysis (FA) of the returned DOA unit.