Replenishments (DOA)

1. In case of need to replace a material, the Client must request a DOA, filling out the DOA Request Form.
2. The Client may only request a DOA whenever the material presents a breakdown or malfunction within 30 days from the date of purchase. If it exceeds 30 days, the Client will not be able to request a DOA and must request a repair or RMA, always with the exception of prior commercial authorization for an internal request.
3. The Client must return the defective material with the complete, original packaging and in perfect condition. To receive the replacement material, the Client must have sent the defective material and it must be reviewed by Istrap.
4. Shipping of the DOA exchange material is the responsibility of Sabau.
5. Once the defective material is received, the technical department will verify the reason why the Client requests the DOA and if the reason for the DOA is not confirmed, because the material works correctly or that the fault has even been caused by the client, immediately the DOA ceases to be effective and the billing of the exchange material sent will proceed.
6. Any package that arrives at our facilities without its correct DOA number or to an address other than that indicated on the replacement document will not be accepted. The DOA number must be visible outside the package for correct identification.
7. Under no circumstances may the end user call Sabau or request after-sales service directly or send DOA merchandise without the corresponding documentation.

Repairs (RMA)

1. In the event of a material breakdown, the Customer must request an RMA by filling out the RMA request form.
2. The Customer may only request an RMA whenever the material presents a breakdown or malfunction outside of 30 days after the purchase date.
3. For all repairs of products out of warranty, the Customer will be charged at least the cost of 30 minutes of Technical Assistance (minimum repair/technical inspection cost).
4. Damaged products will be sent postage paid by the Customer. The repair or exchange under warranty will be sent postage paid by Istrap, except for different cases that are returned postage due.
5. Once the defective material is received, the technical department will verify the reason why the Client requests the RMA and if the reason for the RMA is not confirmed, the material will be returned to the Client with postage due by Sabau, with notification by e-mail to the Client.
6. Any package that arrives at our facilities, detailed in the web process, without its correct RMA number or to an address other than that indicated in the repair document will not be accepted. The RMA number must be visible on the outside of the package, for correct identification.
7. If a product sold during the warranty period needs to be replaced, then there may be two cases:
   • The delivered product can be exchanged for an equivalent product or color, maintaining the warranty period. It is a fully operational product, but it is not new. It has a different serial number, but for the warranty period of this replacement unit, the serial number of the replaced unit remains.
   • The product delivered as a substitute is new. In this case a new warranty period of 2 years applies.
8. Under no circumstances may the end user call Sabau or request after-sales service directly or send RMA merchandise without the corresponding documentation.