Realtimes Technology (Beijing) Co., Ltd.

Product Repair Process

  1. Detailed Repair Process

① Contact and Confirmation
If a customer needs to return a product for repair, please first contact our RMA engineer (see Section 3 for contact information). The RMA engineer will guide you through initial troubleshooting. If it is confirmed that the product needs to be returned, an RMA number will be issued.

② Fill Out the Form

Download the Product After-Sales Repair Form, fill in the RMA number, fault details, and other information. Send the completed form to the RMA email: rma@realtimes.cn and wait for the engineer to verify.

③ Ship the Product

After verification, properly pack the product to be repaired, clearly mark the RMA number on the outer packaging, and mail it to our RMA department.

④ Inspection and Repair

• After receiving the product, the RMA engineer will first rule out software faults.
• After eliminating software issues, the matter will be handed over to the production testing department for hardware inspection and repair.
• If the repair involves an NVIDIA core module, it needs to be returned to the overseas original factory for processing, with a cycle of approximately 4–6 months. Please understand.

⑤ Return the Product

The repaired product and related documents will be mailed back to the customer.

  2. Cost Description

① Shipping Cost

• To the factory: Borne by the customer.
• Back to the customer: Borne by Realtimes (even in the case of paid repair).

② Non-human Damage During Warranty Period

Free repair or replacement, no fees will be charged.

③ Paid Repair (Out of warranty / Human damage / Physical appearance change, etc.)

The RMA engineer will issue a repair quotation list. Repair will be initiated after the customer confirms the price and makes payment.

  3. RMA Engineer Contact Information

• Tel: 010-84280996 Ext. 244
• Email: rma@realtimes.cn
• Fax: 010-84277975

  ⚠️ Special Note

If the repaired product involves an NVIDIA core module, since it needs to be returned to the NVIDIA original factory for processing, the overall after-sales cycle is approximately 4–6 months. Please make project plans and spare parts preparations in advance.