Returns FAQs

How do I submit an RMA?

The first step of the process is getting an RMA number. You cannot send the product back without an RMA number, if you do this you risk the item not being processed and could lead to it being lost and no action taken. First, you’ll have to contact Technical Support at technicals@mayflex.com or call the phone number 0800 093 1202 option 2; clearly explain your problem to the Technical Support Team. They will try to fix your problem over the phone, so being clear that you have tried various solutions can help. If you say, “My product doesn’t work,” they will likely try to walk you through troubleshooting steps. If you say, “My product doesn’t work, and I’ve tried all these things, so I need to get an RMA” and list all the things you have tried, you will probably get an RMA number more quickly.


When can you return a faulty item?

Suspected faulty item/s once reported and an RMA number has be issued can be returned at any time. When you contact the Technical Support Department, you will be asked to provide the following information:

  • Sales order or invoice number unit/s were purchased on:-
  • Full part code of item/s.
  • Quantity to be returned.


How do I send back my faulty item/s? Who pays for return postage costs?

Once the Technical Team have issued an Incident/RMA number the Customer Service department will then contact you to arrange a collection for the faulty item/s. You will receive an email with returns label attached and you will be advised to box up the unit securely with the Incident number on the outside of the box.

Mayflex will cover the costs of collections; however depending on the warranty status there may be a charge to return the unit.


Can I request a replacement item?

Once an RMA has been logged, a replacement product can be dispatched at the customer's request. This will primarily be free of charge while the Technical Department await receipt of the faulty product for testing. In the event that once products have been tested or the issue or fault as described in the RMA cannot be replicated, the replacement goods will be invoiced at full value.


I returned an item but I have not received a refund, what should I do?

When an item has been returned to the supplier, they will test the item/s. Once the fault has been confirmed, a credit will then be issued, please note, depending on supplier this can take a few weeks.


How can I escalate my RMA?

We strive to ensure that customers are pleased with the service and response times of queries, however if for any reason you feel that you have had to wait too long for a response, please speak with your account manager, and they will then escalate this to the Technical Manager who will investigate the issues reported.


Who do I speak to regarding compensation claims?

All claims should be made through the Customer Services team accompanied by any relevant sales, invoice and/or incident numbers and will ultimately be reviewed by the Commercial Manager.