If Purpl Tech Support is unable to assist with troubleshooting and resolving an device issue over the phone or email, a service repair or RMA case will be initiated.
Please see the details below for the RMA process.
- Purpl Scientific will email a prepaid return shipping label (FedEx or UPS) for the user to send back their defective device in question. A direct pick up from location can be scheduled or dropped off at the closest shipping location. User is welcome to send just the device in their own packaging. If that's the case, Purpl will need to know the weight and dimensions of the package before generating the label. The device can also be shipped back in the initial case and retail box. User is welcome to include the accessories as well and Purpl can evaluate to be sure all are in good condition.
- Once the defective device is received by Purpl, Tech Support will evaluate and troubleshoot the device further. Please allow up to 1 to 2 business days for service repair once received by Purpl. If the issue is resolved, Purpl will clean up and immediately send back the repaired device to the user.
- If Purpl is unable to resolve the issue, a new RMA device will be sent to the user in replacement for the defective device.
- FedEx or UPS Return Shipping Included. Device will be shipped back in initial carrying case if mailed that way or in a new retail box. Please allow up to 3 business days for shipments within the US and longer lead times for any international shipping. Tracking information will be sent via email once generated.