Return and Refund Policy

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, we reserve the right to either refuse the return or to charge a restocking fee of no less than fifteen percent (15%) of the original item price, at our discretion. Items returned contrary to instructions from our RMA department will also be subject to the same restocking fees. If your item is defective, oversize, an interactive whiteboard or non-cancellable/non-returnable, special instructions and limitations apply.

You may return or exchange an item, with an approved RMA, within thirty (30) days of receipt. Please inspect all items upon arrival and notify us of any shortages within 48 hours. Once an RMA number is issued, you have thirty (30) days to initiate the shipment of returning the item as described below. If the item is not returned within that time period, the RMA is voided and a new RMA number must be requested and reapproved. We reserve the right to refuse re-approval.

If the return is not a result of our error or defective product, then you must obtain an RMA and return the item in unopened/ new condition within the designated period. We will refund the full cost of the merchandise. All shipping charges are non-refundable. The customer must supply the tracking number for the returned item in order to ensure the return is processed within a timely manner. Expect delays if tracking information is not provided.

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, including all product accessories, 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 reserve the right to assess a restocking fee. If credit is issued towards future purchases, the credit must be used with one (1) year of the date that credit was issued, or that credit is forfeited.

If delivery of an order is refused without proper authorization or instructions, we reserve the right to charge a restocking fee of no less than fifteen percent (15%) of the original item price at our discretion.

Return / Exchange Instructions

Your RMA number and original order number must be written on the outside of your return package. Please do not write on the manufacturer’s packaging. This may result in a restocking fee. It is the customer’s responsibility to prepay all return shipping costs. We suggest you insure your item for its full value as DocumentCameras.com is not 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 48-72 business hours from receipt for a reply as to how we will proceed. Please complete the RMA form in order for your request to be processed. You may also email sales@documentcameras.com.

Defective Products

Upon reviewing your RMA request, DocumentCameras.com may require manufacturer technical support to be contacted. Proof of contact may be requested, i.e. name of support tech, case number, ticket number, etc. Upon confirmation that the product is defective, we 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 driver/shipper immediately and contact us within 1-2 business days of receipt of goods. Delays may result in denied claims. “Receipt of Goods” is defined as arrival at order’s destination address. Wherever possible, you should document the damage (images will be extremely helpful).

Return Policy for Special Handling Items

Special handling items are defined as items requiring shipping methods other than standard UPS/FedEx/USPS options. Items in this category will be subject to additional restocking fees. Restocking fees will be estimated when RMA’s are initiated. We reserve the right to reassess the restocking fee upon final inspection. All shipping costs are non-refundable. Restocking fees may also be assessed for any of the following reasons:

  1. You refuse a delivery without inspection.
  2. You miss a delivery appointment.
  3. You return a non-defective or undamaged product without proper authorization.

Interactive Whiteboards/Special Items

There will be a twenty five to fifty percent (25% to 50%) restocking charge for the return of any non-defective interactive whiteboard or otherwise marked as "special item", 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. Due to manufacturer restrictions, some interactive whiteboards/special items are non-cancelable/non-returnable. Please consult your product specialist for details.

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) Accessories such as but not limited to: books, carrying cases, probes, batteries, fuses, replacement bulbs, software, DVD's, warranty key’s and/or other consumable items 3) Calibrated items. Many special handling and built to order items are also considered to be non-cancelable/non-returnable. Please consult your product specialist for details.

International Returns

All domestic RMA criteria also apply to International orders. Please be aware that many manufacturers’ warranties do not provide coverage outside the US, and some products may not be exported under any circumstances due to manufacturers' restrictions or United States federal regulations. DocumentCameras.com makes no representations regarding warranty coverage, compatibility, or serviceability for products that are used outside the US. You are responsible for the back and forth shipping and brokerage charges for returns, exchanges and warranty issues - this includes any unit that arrives DOA.

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