RMA Policy

1. Graddy SSD products, provided by American Portwell Technology, Inc. (APT), come with a three-year manufacturer warranty for industrial-grade products and one-year manufacturer warranty for consumer-grade products, effective from the date of delivery to the original purchaser.
2. During the warranty period, APT will repair, replace or credit all defective products, provided that they are returned to APT. APT has sole discretion to determine whether a particular product will be either repaired, replaced or credit.
3. Warranty only applies to defects in materials and/or workmanship, which occur during normal wear and proper use.
4. Warranty does not apply to those products that are damaged due to misuse, abuse, negligence, alteration or modification.
5. Warranty does not extend to any damage that occurs in shipment or due to natural phenomenon (e.g. lightning).
6. Warranty will be voided if the original serial number on the product is removed by accident or intentionally.
7. We will repair our products that are out-of-warranty provided such repair is economically feasible. Products damaged to the extent that repairs would not bring them up to minimum quality standards are not economically feasible.

1. Diagnostic – Any product evaluated for repair will incur a diagnostic charge, even if the customer decides not to proceed with the repair. If any products are determined by APT to be No-Problem-Found (NPF), or if they are damaged during transit or due to improper use or installation, the customer will be notified of the repair service or NPF charge via email.
2. All non-warranty repairs are subject to a service charge.

In order to obtain service on your equipment, an RMA number must be obtained from APT. All equipment returned to APT must have a Return Material Authorization (RMA) number assigned exclusively by APT. APT cannot be held responsible for any loss or damage caused to the equipment received. Any missing information on the request form may result in delay or rejection of the RMA request.

To request a Return Material Authorization (RMA) number:

1. Please be prepared to provide the unit serial number and the reason for the return. Apply for an RMA number online at https://portwell.com/rma.php.
2. If you encounter any difficulties, please email our team at rma@portwell.com or contact our RMA department at 510-403-3321.
3. After obtaining the RMA number, please send the package to APT, with shipping prepaid and insured.
4. Ensure the RMA number is clearly marked on the shipping box.
5. The RMA products must be properly packaged in accordance with the ESD guidelines (ESD Norm IEC / TS61340-5-1 Electrostatics). Assemblies that are not delivered to APT in ESD-compliant packaging will be considered total failures accordingly to APT’s quality guidelines, as any resulting damage cannot be assessed. Consequently, all improperly packaged assemblies will be returned at the customer’s expense.

1. For regular shipments, the customer is responsible for all shipping costs. For RMA shipments, the customer covers all incoming shipping costs, while APT will pay for the outbound shipping costs back to customer via ground service.
2. All replacement or repaired products are shipped via UPS Ground or an equivalent method. If a rush shipment is requested, the cost of the shipment upgrade must be paid by the customer or charged to the customer’s freight account number.
3. Customers will be liable for any loss or damage caused by their shipping carrier. Unless special instructions are provided in advance, APT will ship the parts with insurance when using customer’s carrier account.
4. No package will be accepted if it is shipped “COD” or “Freight Collect”.
5. All shipping and handling costs for non-warranty repairs are the responsibility of the customer.
6. Overseas customers are responsible for all costs of incoming freight and insurance, including customs brokers’ fees to APT.
   The commercial invoice should clearly indicate:
   a) “No commercial value” for RMA Custom purposes.
   b) American Goods Returned to the US.

1. DOA (defect on arrival) product must be sent back within 30 days of receipt, along with its original contents, packaging materials and a valid RMA number. An RMA number must be obtained before any credit return.
2. Returned items must be received by APT in new condition and in their original packaging, including all accessories.
3. Products which are incomplete or show signs of abuse or misuse will not be accepted or credited.