What each status means

Most requests move through these in order. Some of them need something from you before we can carry on.

Request under review

We have your form and are checking your warranty coverage. If we need proof of purchase, we'll ask by email.

Awaiting payment

Needs your action. The repair falls outside warranty. Pay the invoice we emailed and we'll send you a return label.

Invoice expired

Needs your action. The invoice is no longer valid. Email us and we'll issue a new one.

Payment received

Your payment is confirmed. We're preparing a return shipping label for you.

Return label issued

We've reviewed your request and issued your return label. It arrives by email.

Awaiting your return shipment

Needs your action. If you haven't sent the faulty unit back yet, use the return label we emailed. Work starts once it reaches us.

Repair or replacement in progress

Your unit has arrived and we're working on it. We'll email tracking once it ships back.

Preparing your return shipment

Your unit is being packed for return. Nothing further is needed from you.

Ready for dispatch

Packed and waiting for pickup. Tracking follows by email once it leaves us.

Shipped — request complete

On its way back and the request is closed. Reply to the shipping email if something is still wrong.

Request cancelled

This request was cancelled. You can submit a new RMA request at any time.