Warranty & RMA
A warranty process built on evidence, not argument: claims assessed against your system's operating record, decisions with stated timelines and reasons, structured replacement logistics, and root-cause follow-through.
What's Included
Coverage that resolves on the record.
Evidence-based claims
Claims are assessed against the telemetry, commissioning baseline, and service history already on record — you don't have to prove the obvious.
Replacement & spare parts logistics
Approved claims move to replacement or repair with shipment tracking, and return logistics handled with instructions and labels.
RMA processing
A structured return-material authorization: disposition, tracking, and a stated outcome — replacement, repair, or credit.
Root-cause follow-through
Returned units are analyzed, findings are recorded into FRACAS, and corrective actions propagate across the fleet.
Process
How a claim moves.
Start the claim
File through the contact form's service intent, or from an open service ticket — serial number and issue description in hand.
Evidence review
We assess telemetry, service history, and the commissioning record against the warranty terms for your product.
Decision
You receive an approved or declined decision with the reasons stated and the next steps defined — inside the stated timeline.
Replacement & return
An RMA is issued, the replacement or repair is arranged, and return logistics come with instructions and labels.
Root cause & closure
The returned unit is analyzed, the finding is recorded, and your asset's service history is updated.
What every claim produces.
- A claim record with the decision and its reasons
- RMA number with return instructions
- Replacement shipment tracking
- Updated asset service history
- Root-cause record for the returned unit
For anyone holding coverage.
- Owners with a suspected covered failure
- Installers and EPCs filing on behalf of customers
- Operators managing claims across multiple sites
Claim-handling targets.
| Claim acknowledgment | 1 business day |
| Evidence review & decision | 10 business days |
| RMA issue after approval | 3 business days |
| Replacement dispatch target | 10 business days after approval |
Targets count business days from receipt of complete claim information. Replacement dispatch depends on parts availability, and the RMA states the expected date. These are targets, not guarantees.
Have this ready before you file.
- System serial number — and the affected module's, if known
- Site name or address as registered in Navvion APM
- Description of the issue and when it started
- Any error codes or alarm names shown in APM
- Photos of physical damage, if applicable
- Commissioning or acceptance date, if the system is not yet in APM
FAQ
Common questions.
What does the warranty cover?
Coverage is defined in the warranty terms for your product — linked on this page. Claims are decided against those terms and your system's operating record, not against a support agent's mood.
Does monitoring affect my warranty?
Systems monitored in APM carry their evidence with them, so claims resolve faster. Absence of monitoring doesn't void coverage, but the claim may require more information from you.
Can I get a replacement before returning the failed unit?
Advance replacement is available for eligible products and failure modes; the claim decision states whether it applies to your case.
Who pays for shipping?
For approved warranty claims, Navvion covers replacement shipment and return logistics.
What if my claim is declined?
The decision states the reasons, and you get options: a quoted repair, and an escalation path if you believe the assessment missed something.
Related Services
The stages on either side.
Ready to file?
Have your serial number and issue description at hand — the checklist above covers everything we'll ask for.