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Product Returns

Status of Your Return

You can now easily check the status of any MDI product that you have returned for replacement by contacting our RMA associate via e-mail at rma@mdi.com.

Defective Products

If you have activated your warranty, and your product is defective within the warranty period, there is no charge to repair or replace the product. If the product is out of the warranty period, a flat rate charge will be applied regardless of the problem with the product. A dated receipt can be used to determine the warranty period.

Our Customer Service Department handles repairs and replacements. You can call toll-free (between the hours of 9:00 a.m. and 6:00 p.m. Eastern Standard Time) at 1-800-228-0891 (United States and Canada) or (407) 472-6000 for international calls. If it has been 30 days or less from the date of purchase, please return the drive to your vendor.

Out of Warranty Repairs

MDI does repair out of warranty product. For additional information, please contact a Technician in the Support Center at 1-800-228-0891, or email  rma@mdi.com.                                                                                                        

Return Process

There are two possible procedures for replacement of your MDI product. The replacement procedures are as follows:

Express Shipment

This is the fastest method available and requires a credit card to insure that the defective product will be returned to MDI (as we will be sending you the replacement product first). The replacement product is normally sent UPS 3-day select, with an approximate 24-48 hour turn around time from the warehouse, and should arrive in approximately 5-7 working days.

In addition to the replacement product, a pre-paid postage label will be included in the box so that the defective product may be returned to MDI. You have a 10-day grace period to return the defective product. No charges will be applied to your credit card provided 1) the product is promptly returned to MDI, and 2) the product was still within the specified warranty period.

Unless instructed otherwise by MDI, return only the defective product. Please do not include cables, power supply, software, etc., unless that accessory was shipped to you with your replacement.

If a charge is necessary because the defective product is out of warranty, you may pay the charge with the credit card used to secure the Express shipment or send a check with an Exchange shipment.

Exchange Shipment

If you do not have or do not desire to use a credit card, MDI can arrange an Exchange shipment. This method requires that you send the defective product to MDI first. Once the defective product is received, MDI will send out a replacement via UPS 3-day select, with an approximate 24-48 hour turn around time from the warehouse, and should arrive in approximately 5-7 working days.

As with the Express shipment, return only the defective product. Please do not include cables, power supply, software, etc., unless an MDI representative specifically requested you do so. We also suggest that you use a traceable shipping method when shipping the product to us. This way the package can be traced in case we have any problems receiving it.

If a charge is necessary because the defective product is out of warranty, a check must be sent along with the product on the Exchange shipment.

With either method, make certain that you have contacted MDI for an RMA (Return Merchandise Authorization) number before returning the product. You can call toll-free (between the hours of 9:00 a.m. and 6:00 p.m. Eastern Standard Time) at 1-800-228-0891 (US and Canada only) or (407) 472-6000 for international calls. We will not be able to track your package when it arrives without this number.

Once you have your RMA number, be certain to write it on the exterior of the box you use to ship the drive to MDI and retain it for your own records. This insures that your RMA will be received and closed under the correct RMA number and that your credit card will not mistakenly be charged on an in-warranty Express Shipment. We also suggest that you write down the tracking number from the pre-paid label we send to you (Express Ship) or the tracking number from the carrier of your choice (Exchange) and keep it for your records in case of any problems when shipping your package.

Return Information

A Return Merchandise Authorization number will be issued to you when MDI receives the following information:

• Name and Company name
• Complete address (physical address only, no P.O. boxes)
• Phone number
• Method of return (Advance or Express)
• Name or name of company referred to on the credit card, type of credit card, credit card number, and expiration date (for out of warranty replacements or Express Shipment orders only)
• Check number (for out of warranty replacements on Exchange orders only)
• Type of product to be replaced
• Internal or external product (if applicable)
• Serial number
• Brief description of the problem (include your Case ID number if you have spoken to our Technical Support staff)

Upon contacting MDI and providing the required information, an RMA number will be assigned from a technical support assistant.

All products must be packaged for return shipment in original MDI packaging or equivalent protective shipping container. At your request, MDI will provide MDI packaging for shipment at a small C.O.D. charge, excluding jukebox pallets.

All equipment must be insured and shipped PRE-PAID freight. Display RMA number prominently on the outside of the shipping box. Upon receipt of the returned product(s), our technical staff will evaluate the problem described. If the product is defective within the terms of the MDI warranty, we will repair or replace the product at no charge, and then return the product(s) to you pre-paid freight.

The defective product must be accompanied by proof of purchase date or have a warranty registration form on file and a Return Merchandise Authorization number. (This number is to be obtained by calling MDI at 407-472-6000 or toll-free 1-800-228-0891) If shipped by U.S. Mail or any common carrier, the owner agrees to insure and accept all liability for loss or damage to this product, to prepay all shipping charges, and to use a shipping container equivalent to original packaging.

You may wish to contact Technical Support before sending your product in for repair or replacement, to make certain you do not have a technical problem with your product. If you have any questions, concerns, or comments, call us toll-free (between the hours of 9:00 a.m. and 6:00 p.m. Eastern Standard Time) at 1-800-228-0891 (US and Canada only) or (407) 472-6000 for international calls.

In the event that the product inspection and testing discloses that the returned product(s) is not defective within the terms of the warranty, you will be assessed a minimum bench fee of $125.00. This charge will be billed to you C.O.D. when MDI returns the product(s). If the service charge or repair exceeds $125.00, you will be contacted first to authorize all repairs.

Where to Return Defective Product

Once you have received an RMA number, return the product to the following address:

Micro Design International Inc.
45 Skyline Drive
Suite 1017
Lake Mary, Florida 32746

Micro Design International - 45 Skyline Drive, Suite 1017 - Lake Mary, FL 32746 p: 800. 228. 0891 or 407.472.6000 - e: info@mdi.com - f: 407.472.6100