Serialio.com FAQ - Frequently Asked Questions & Answers
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Questions about SerialIO Return Policy:
What is your return policy?
IMPORTANT NOTE: No returns will be accepted without an Return Merchandise Authorization (RMA) number.
By returning merchandise with an RMA number, you accept the terms of this Return Authorization Policy.
In general, there are three categories of returns; here are the explanations of each:
Exchange: Send your items back to be exchanged for new items.
This is the case if your items are defective and within the warranty period,
-or- if you ordered the wrong item and would like to exchange it for the correct item.
If the incorrect item was ordered, customer is reponsible for shipping both ways.
Refund: Send your items back for a full refund (minus shipping).
This is the case if you are within 30 days of purchase, and the product is defective,
-or- if the item is not operating as promised. If the product is too cumbersome to setup or use,
customer must allow Serialio Support to troubleshoot prior to obtaining RMA.
A full refund will only be provided when items are received with all original packaging, in saleable condition.
IMPORTANT NOTE: Serialio.com reserves the right to refuse returns of products received without all original packaging and accessories, or if the product is in damaged or unsellable condition. If return is accepted despite these conditions, customer may be charged a total fee of 25%. (includes 10% Replacement Processing fee + 15% Standard Restocking fee)
Refund w/ restocking fee: This applies if the customer simply “changed their mind,”
or is returning a non-defective product. The standard restocking fee is 15%. Restocking fee for damaged or incomplete returns can be up to 25%.
Return Authorization Policy
RMA numbers are valid for 30 days from date of issuance. RMA for refunds must be received by Serialio within 10 days from date of RMA issuance to qualify for full refund. Refund processing can take up to 2 weeks in addition to normal RMA processing time. Refunds to may not show up on customer statement from bank for a full billing cycle.
Any items returned using expired or incorrect RMA number or with incorrect refund method selected may be issued refund (with or without restocking fee) as a store credit in the form of a coupon code issued for the appropriate refund value. RMA Store Credit Coupons expire one year from date of issuance and their use is subject to approval by Serialio.com.
For standard RMAs, customer is responsible for shipping costs associated with the return to SerialIO. If a replacement is needed, Serialio will pay for basic ground shipping for the replacement. Client can opt to have shipment sent via air, however will be responsible for all fees in excess of the ground shipping rate.
IMPORTANT NOTE FOR INTERNATIONAL RETURNS SHIPMENTS TO SERIALIO.COM
Customer must clearly mark package and all customs documents as a RETURN. Ship package as a FREE DOMICILE SHIPMENT. Failure to declare package as a free domicile return shipment could result in brokerage fees being assessed. Duties, Taxes and Brokerage Fees may be charged on any shipment with a value of over $200.00. Customer is responsible for ALL fees related to shipment of package to our warehouse and agrees to reimburse Serialio.com the full invoice amount of any assessed fees for the inbound RMA shipment that are billed directly to Serialio.com. Customer also agrees to pay an additional $15 International Package Services processing fee. Payment must be remitted IN FULL prior to RMA processing. Please verify with your local postal service the correct procedures for mailing an international return RMA shipment.
International Warranty Exchange RMAs will be shipped to customer via Priority International Mail or comparable service at no cost. Shipping can be upgraded at customer's expense.
When returning an item under warranty, Serialio has full discretion decide to repair/replace unit and reserves the right to replace units with thoroughly tested used equipment. Replacement will be covered only for remaining warranty period.
RMA processing time varies and is dependent upon the amount of returned products in queue at any given time plus any circumstances specific to the returned item. Therefore, we cannot provide a processing time frame guarantee. If you have any deadlines or time constraints, please let us know at time of RMA issuance, and we will do our best to ensure timely processing of your return. Generally, RMA processing time ranges from 3-7 business days from date of RMA receipt but can take up to a month to complete the RMA process.
If there is any question regarding warranty coverage on returned item, the unit must be evaluated by the manufacturer. This can delay processing time.
We understand that our customers require use of their equipment and in some cases cannot wait the standard RMA processing time to obtain a replacement unit. To accommodate our clients' needs during the RMA process, Serialio has developed a Loaner Replacement Program. We regret that we can no longer offer the option to cross-ship replacement units to customers. If you would like to discuss other possible options, please contact sales@serialio.com.
Loaner Replacement Program(LRP) - If RMA replacement unit is required immediately, customer can purchase a 'loaner replacement' unit at retail price + desired shipping. Once RMA unit is received, tested and customer issue is confirmed, a refund will be issued for the total value of the replacement unit (not including shipping). If faulty unit is reparable, customer can request to have the initial item returned to them (on Serialio account) and LRP refund will be issued once customer returns loaner unit.
If RMA item is determined to be non-defective or not covered by warranty, depending on the specific circumstances, customer will have the option to keep both units or return the loaner unit to Serialio.com for refund as per policy.