a. Return / Exchange Policy
All returns and exchanges must be processed in accordance with the instructions below and must include a Return Merchandise Authorization (RMA) number. If an item is returned without an RMA number or incorrectly, we reserve the right to either refuse the return or to charge a restocking fee of fifteen percent (15%) of the original item price, at our discretion. If your item is defective, oversize, an interactive whiteboard or non-cancellable/non-returnable, please see the appropriate section below.
You may return or exchange an item, with an approved RMA, within seven (7) days of receipt. Please inspect all items upon arrival and notify us of any shortages within 48 hours. Once a RMA is issued, you have seven (7) days to return the item as described below. If the item is not returned within that time period, a new RMA number must be requested and reapproved.
We refund the full cost of the merchandise and all original shipping charges if your return is a result of our error or defective product. If the return is not a result of our error or defective product and you obtain a RMA and return the item unopened/like new within the designated period, we will refund the full cost of the merchandise minus the original shipping charge and actual return shipping fees.
We inspect all returned items when they arrive at our processing facility. Items must be returned in the original packaging and in the same condition as sold, and must include all product literature/instructions and blank warranty cards. Please do not write or place any stickers or labels on the original manufacturer’s packaging. If you return an item that has been opened or shows signs of wear or damage, we will issue a partial refund minus both original shipping charge and return shipping fees. If credit is issued towards future purchases, the credit must be used with one (1) year of the date that credit was issued.
b. Return / Exchange Instructions
A copy of the RMA form must accompany your return, and your RMA number and original order number must be written on the outside of your return package. When returning a product, you must prepay shipping and insure your item for its full value as we cannot be responsible for lost or damaged merchandise. If we receive the product damaged or it is lost in transit, you are responsible for filing any claims directly with your shipping company. Requests for RMA are processed during work days between 9-5PM EST. Please allow at least 24-72 hours from receipt for a reply as to how we will proceed. Please complete the attached form in order for your request to be processed. Please enter ALL information and return by fax (732-222-7088) or email rma@DocumentCameras.com
c. Defective Products
Technical Support must be contacted to confirm the product is defective prior to any request for return of a possibly defective product. Upon confirmation that the product is defective, Technical Support will provide you with a RMA number and specific return instructions, as some defective products may require return directly to the manufacturer or a specific statement of the defect. If your product arrives damaged in shipment, you should note that with the shipper immediately and call us within two (2) days of arrival to file a claim. Wherever possible, you should document the damage.
d. Oversized Item Return Policy
Oversized and heavy products are defined as items either exceeding two feet by three feet or weighing in excess of fifty (50) pounds and will be subject to a twenty five to fifty percent (25% to 50%) restocking fee based upon the actual size and weight. You must contact us in advance of returning the item and we will advise you of the restocking fee. Additionally, you will be responsible to pay the original shipping fee, and return shipping fee if we receive an oversized item return for any of the following reasons: 1) you refuse a delivery without inspection; 2) you miss a delivery appointment or; 3) you return a non-defective or undamaged product. By purchasing an oversized product, you authorize DocumentCameras.com and/or its Carriers to assess additional fees to your credit card as necessary, and to deduct original and return shipping costs from your refund or otherwise charge them to your credit card after we receive the return product back at our warehouse.
e. Interactive Whiteboards
There will be a twenty five to fifty percent (25% to 50%) restocking charge for the return of any non-defective interactive whiteboard, even if the product has not been opened. Since all returned whiteboards need to be inspected and tested, often this means repacking the product and selling it at a discount.
f. Non-Cancelable / Non-Returnable Products
The following items are non-cancelable/non-returnable: 1) Special order items, defined as products outside the realm of our normal existing stock and/or items that include factory installed options; 2) any item that requires HAZMAT shipping; 3) Accessories, defined as books, carrying cases, batteries, fuses, replacement bulbs, software, DVD’s and/or other consumable items.