Return Material Authorization (RMA) Procedure

RMA Process for Direct Customer Purchase 

If you purchased directly from Mimosa

  1. Contact Mimosa Support
    1. The end user must contact Mimosa Customer Support to initiate the RMA process. Support will assist with device troubleshooting or provide guidance on submitting a request through the RMA Portal.
  2. Login to RMA Portal
    1. Direct Customers have access to Mimosa’s self-service RMA Portal to easily initiate and track return requests. To request access to the RMA Portal, please contact support@mimosa.co
  3. Return to Mimosa (if needed)
    1. If during the initial diagnostics, Mimosa determines that the product must be returned to us, Support will provide detailed shipping instructions. Shipping costs to Mimosa are the responsibility of the customer.
  4. RMA Reconciliation
    1. The decision to repair, replace, or issue credit for a product will be based on the results of Mimosa Customer Support's diagnostic evaluation.
      1. Mimosa will repair or replace the unit(s) within 30 days of receiving the product and completing the diagnostic review.
      2. International shipments will be processed under CIP (Carriage and Insurance Paid) terms in accordance with Incoterms 2020.

RMA Process for Distributor/Reseller Purchases

If purchased from an authorized Distributor/Reseller, please follow these steps below:

  1. Contact Mimosa Support

The End User must contact Mimosa Customer Support to begin the RMA process. Support will assist in troubleshooting the device.

  1. RMA Number Issued
    1. If the product is confirmed to be defective and under warranty, Mimosa will issue a trackable RMA case number. The end user should then present this case number to the distributor from whom the product was originally purchased.
  2. Coordinate with Your Distributor
    1. The End User should take the RMA case number and the defective product to the authorized distributor or reseller from whom the product was purchased.
  3. Distributor Processes RMA 
    1. The end user should provide the RMA case number along to the authorized distributor or reseller from whom the product was purchased. The distributor will provide a replacement unit. For additional steps—such as returning the unit to Mimosa—please refer to Step 5.
  4. Return to Mimosa (if needed)
    1. If during the initial diagnostics, Mimosa determines that the product must be returned to us, Support will provide detailed shipping instructions. Shipping costs to Mimosa are the responsibility of the customer or distributor.
  5. RMA Reconciliation
    1. Once the RMA has been validated and fulfilled by the distributor, Mimosa Finance will process and issue any applicable credits to the distributor no later than the end of the current quarter.