Component Exchange Program (Warranty Exchange Policy)
Warranty Return Policy
For resellers who return defective components directly to Creative Labs’ RMA department within the standard warranty period.
Proof of purchase is required. This is for component exchange only.
When a problem arises with any Creative Labs product, the customer should contact the Creative Labs Technical Support Department
at 405-742-6622 to help troubleshoot the problem. Once the product is determined defective, Technical Support will issue an RMA
number for the defective component.
For multiple component returns, the customer must fax the RMA Request Form to FAX: 405-372-8329. Once the RMA form is
received by Creative Labs, authorization will be decided within 48 hours.
The RMA number is valid for thirty (30) days from the date issued. Please send only defective component(s); Creative Labs is not
responsible for any additional items returned. Any shipments received without an RMA number marked on the box or which have an
invalid/expired number will be refused and returned to sender.
Creative Labs offers two Warranty Repair options:
1. Component Exchange:
Standard replacement time is approximately ten (10) working days from receipt of the unit, not including return-shipment time.
Creative Labs will return shipment to the customer via pre-paid, insured carrier, FOB Stillwater, Oklahoma. Customer will be
contacted by a Creative Labs RMA Technician if there will be any delays.
2. Express Exchange:
Registered Creative Labs Multimedia Business Associates* (MBA) or Authorized Service Centers can take advantage of the
Creative Labs Express Exchange Program. Express Exchange is intended to reduce downtime for the customer. This program
provides a cross-shipment exchange service for a DOA component. To request Express Exchange, simply check the Express
Exchange box on the RMA Request form. A Creative Labs' representative will fax the customer a confirmation request that
indicates the sales amount deposit required for the exchange. Enter a credit card number in the appropriate space, sign and date the
form, and fax it to (405) 372-8329. Upon receiving the signed confirmation authorizing the deposit and approval by your credit
card company, Creative Labs will ship a replacement product to the customer via pre-paid, insured, FOB Stillwater, Oklahoma. If
overnight shipment is requested, the customer is responsible for these shipment fees. The customer agrees to return the exchanged
part(s) within fifteen (15) working days or pay list price for the replaced part(s). This program is limited to stock on hand.
The Customer should be prepared to provide the following information when requesting an RMA number:
♦ MBA customer or Service Center ID Number (Express Exchange only)
♦ Contact name, phone and fax numbers and e-mail address
♦ Ship From and Return To address
♦ Credit card number, expiration date and name of cardholder (Express Exchange Only)
♦ Model number and serial number
♦ Product type and product description
♦ Quantity returning for repair
♦ Detailed description of the problem, include error codes if applicable
♦ Copy of dated sales receipt
*Register to become a Creative Labs Multimedia Business Associate by completing the application available at
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Unauthorized Additional Components Received
♦ Extra components may lengthen the standard replacement time due to special processing. If the extra component is covered under
standard warranty and requires repair, the component will be repaired once proof of purchase is verified.
♦ Any out-of-warranty component(s) shipped to Creative Labs is subject to a US$20 diagnostic fee plus shipping and handling fees
for each extra component shipped. If the out-of-warranty component requires repair, the service technician will inform the
customer of any service charges. Once the customer authorizes the repair service, both repair and return freight costs will be
charged to the customer’s credit card number. If the customer does not authorize the out-of-warranty repair for the component or
the unit does not require repair, the customer is responsible to pay return shipping expenses. If overnight shipment is requested, the
customer will be responsible for overnight shipment expenses.
No Problems Found Policy
Returned components diagnosed “No Problem Found” by Creative Labs Repair Center will be subject to a US$20 diagnostic fee plus
shipping and handling per item. Customers with re-occurring instances of “No Problem Found” will be de-authorized from all Creative
Labs partner programs.
Shipping Products to Creative Labs:
Creative Labs requires customers to ship products in proper packaging and via an insured carrier. Customers are responsible for
damage to products due to improper packaging.
All packages shipped to Creative Labs must have:
♦ Appropriate, protective shipping cartons
♦ A valid RMA number clearly marked on the outside of the box(es) (RMA Number valid for thirty days only)
♦ A copy of the completed RMA form
♦ A copy of original end-user purchase invoice
♦ A customer’s return address
♦ For multiple box shipments:
A packing slip with valid RMA number clearly marked for each box
Each box must be numbered (1 of 3, 2 of 3, etc.)
♦ One bill of lading per shipment
Bill of lading must include:
◊ RMA number
◊ Number of cartons
◊ Total shipment weight
Send packages with the assigned RMA written outside the box or pallet to:
Creative Labs Repair Center
1519 Cimarron Plaza
Stillwater, OK 74075
The customer is responsible for all inbound shipping. Creative Labs requires the customer to ship products via an insured carrier, FOB
Stillwater, Oklahoma. Creative Labs standard shipment is prepaid, insured carrier, FOB Stillwater, Oklahoma. If overnight service is
requested, the customer is responsible for overnight shipment fees. Creative Labs will not accept any product shipped freight collect.
Factory repair prices for out-of-warranty units do not include freight costs to and from the customer.
Those packages that do not reference the RMA number will be refused. Creative Labs is not responsible for any packages that arrive
without a valid RMA number marked clearly on the outside of the box. If the customer ships a component to a Creative Labs location
other than the one specified in the “Shipping Instructions” section of this document, the customer will be responsible for all forwarding
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In-Warranty Return Policies
♦ The customer shall promptly notify Creative Labs of any alleged defects in the components during the warranty period, and
provide the information described above in the “Return Procedure” section.
♦ Upon receiving an Express Exchange RMA number from Creative Labs Repair Service Center, the customer must return the
said components within 15 (fifteen) days of from the date the RMA was issued or the customer will be charged for the full list
price of said replacement parts.
♦ All shipments shall adhere to the “Freight Guidelines” section above.
♦ The customer must agree to use the original shipping containers provided by Creative Labs, or functionally equivalent
containers and to ship the component in the manner prescribed by Creative Labs. Failure to meet Creative Labs shipping
criteria will result in rejection of shipment.
♦ The customer relieves Creative Labs of all responsibility for loss or damage to component shipments during the period the
component is in transit to and from Creative Labs. The customer is required to send the component through an insured carrier
FOB Stillwater, Oklahoma.
♦ The customer shall return only the said component(s) that are authorized under the issued RMA number.
♦ The customer is subject to a US$20 diagnostic fee per item for the inspection and testing of the returned component(s)
determined by Creative Labs not to be defective. In the event of damage by misuse, abuse, or unauthorized alteration or
repair, the customer is responsible for all repair costs.
♦ Component(s) returned to Creative Labs without an assigned RMA number will not be accepted and will be returned to the
sender. The sender will be responsible for all shipping charges.
Creative Labs Responsibilities:
♦ Upon Receipt of such notice of any alleged defects in the component during the warranty period, the Creative Labs Repair
Center shall issue an RMA number.
♦ Exchanged components provided by Creative Labs shall be repaired or replaced with a “like new” component.
♦ Creative Labs will prepay return shipping charges to customer locations within the United States and Canada. The shipment
method is standard insured freight, FOB Stillwater, Oklahoma. The customer shall pay return shipping charges to other
locations and any duties or brokerage fees incurred when shipping. If the customer ships the component to a Creative Labs
location other than the one specified in the “Shipping Instructions” section of this document, the customer will be responsible
for all forwarding charges.
Standard Factory Warranty
For warranty specifics, refer to the appropriate warranty statement by selecting your product at the following URL:
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Return Authorization Request Form
To request a Return Merchandise Authorization (RMA) number, please complete this form and fax it and your
purchase/sales receipt to (405) 372-8329. Creative Labs’ Repair Center will issue an RMA number based on the
information contained in this form. Notification of the RMA number and shipping instructions will then be faxed to the
fax number you supply.
Name of Contact: ___________________________ MBA Number: _____________________________
Company: _______________________ Address: ____________________________________________
City: ___________________________ State: ________________ Zip Code: ______________________
Voice phone: _____________________Ext: _____________ Fax: ______________________________
Request Express Exchange Service (MBA members only and subject to approved credit card hold)
Model or CT Number Stamp on Back of Card Serial Number Problem Description Date Sold
CT4520 201AZ814A M4520740022203 Not detected by system 02/18/98
The first line is an example. Please do not add more than one item per line and a maximum of ten items per request. Please
send only the defective components. Creative Labs will not be responsible for retail packaging material, manuals, CDs,
cables, drive rails, or other items that are not specifically authorized for return. In order for a return authorization number
to be issued, all fields MUST be completely filled. Proof of purchase is required to begin repair on all items. Standard
replacement time is approximately ten (10) working days from receipt of the unit, not including return shipment time.
Please fax this form to (405) 372-8329.
I have read and accept the policies stated in the Component Exchange Program that was included in this packet and is also
available on http://www.americas.creative.com/reseller/.
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