Purpose
To describe the Return Policy and product return process of tested reusable equipment and components from customers.
Responsibility and Authority
The Sales Admin/Bookkeeper shall have the responsibility and authority to ensure conformance to the activities described in this procedure.
Procedure
Exit generally sells product with a 30-day warranty, but may vary per order or sales rep. Within the warranty time period starting when shipment is delivered to address specified on the invoice, a customer may return the product if it does not meet their cosmetic or functional requirements. General practice is to issue a credit against the following order. Otherwise, refunds are issued directly if there is not another order in a reasonable amount of time.
Warranty
Ex-It Technologies, Inc. (hereinafter “Ex-It”) warrants all products sold by Ex-It to be free from defects in material and workmanship from the date of purchase throughout the duration of the warranty period. Warranty applies to the Original Owner (the individual who purchased the product from Ex-It); and is not transferable. Warranty is void and does not apply if the product has been abused, mishandled, modified, subjected to static or electrical charges or used outside the normal operation it is intended for by the manufacturer.
All products sold by Ex-it are warranted for 30 calendar days from the time the shipment leaves Ex-It (unless otherwise specified on your invoice or sales receipt). After 30 calendar days, ONLY MEMORY MODULES carry a lifetime replacement warranty against material and workmanship defects.
Ex-It must be notified within 48 hours of receipt of any missing, physically damaged or DOA products or warranty will not be valid.
Product must be returned in original condition, including all documentation (invoice or sales receipt and completed RMA Request Form with RMA#) and accessories. Charges will be applied for all missing accessories or parts.
Product must be returned in proper packaging. Products damaged due to improper or inadequate packaging when returned for RMA purposes are not granted warranty coverage.
Must be shipped prepaid back to Ex-It. Prepaid return shipping labels are only provided for DEFECTIVE OR INCORRECTLY SHIPPED ORDERS.
Return Policy
Laptops and Computers sales may include a one year repair or replace warranty if indicated on the sale. Other products may be warrantied for 90 days if indicated on the sale.
If you are not 100% satisfied with your purchase, you can return the product and get a full refund or exchange the product if we are notified within the warranty terms, and the product is physically returned to Ex-It in a timely manner after that. You can return a product for up to 30 days from the date you purchased it. Receipts are required for all returns.
Collectible and Specialty Electronics may be returned at no cost to the buyer providing it is received in the same condition it was shipped in.
All warranty and return policies assume the product is being returned in the same condition it was provided in. Ex-It will not cover any warranties or returns for product that was damaged after delivery, either intentionally or by accident.
A 15% – 25% re-stocking fee (depending on product) will apply if product was erroneously ordered by customer or product’s retail seal is broken.
Domestic Returns and International Returns (from Online and Direct Sales)
Requests for returns are handled electronically via the online or via phone by the accounting and sales department.
Return requests shall be recorded on the RMA Log. The customer shall be given an RMA number to be listed on the returned package. No package will be accepted and begun to be processed without a RMA number written on the outside of the package. RMA numbers are only valid for 30 days from the date of issue.
Refunds for credit card/paypal/online payments will be refunded on the same credit card/account.
The Return Policy will be clearly stated online for customers.
The Return Policy will be listed on the sales receipt/packing slip.
Once received, returned merchandise will be labeled with RMA # and related paperwork, recorded on the RMA Log and moved to the RMA rack.
Returned merchandise will be evaluated by the Processing department. The condition will be recorded on the RMA Log, and then the item will be stored based on its respective workflow status (resale, in process, or scrapped).
Exchanges
If you have ordered the incorrect product and need to exchange it for the correct one, there are two options: FedEx Ground (default) or upgrade to 3Day, 2Day or Overnight shipping at customer’s own expense.
Wait-to-Receive Exchange: Ex-It will ship the exchange product after your return is received. Please note this method will take longer than the Cross-Ship method due to shipping time from your location. If an exchange is needed due to an INCORRECTLY SHIPPED ORDER, a prepaid return label will be emailed to the customer.
Cross-Ship Exchange: Ex-It will cross-ship an exchange product if customer agrees to have the exchange product order charged to a credit card at the time of shipment. Ex-It will refund the product price of the original order when the return is received. If an exchange is needed due to an INCORRECTLY SHIPPED ORDER, a prepaid return label will be included with the exchange shipment.
Replacements
There are two options for products returned for replacement of the same or equivalent product: FedEx Ground (default) or upgrade to 3Day, 2Day or Overnight shipping at customer’s own expense.
Wait-to-Receive Replacement: Ex-It will ship the replacement product after returned product is received. Please note this method will take longer than the cross-ship method due to shipping time from your location. If a replacement is needed due to a DEFECTIVE OR INCORRECTLY SHIPPED ORDER, a prepaid return label will be emailed to the customer.
Cross-Ship Replacement: Ex-It will cross-ship a replacement product if customer agrees to have the replacement product order charged to a credit card at the time of shipment. Ex-It will refund the product price of the original order when the return is received. If a replacement is needed due to a DEFECTIVE OR INCORRECTLY SHIPPED ORDER, a prepaid return label will be included with the replacement shipment.
Related and Supporting Documents
8.1-2.2-F RMA Log
Document Revision History
Rev
Description of Change
Approved Date
Approved By
1.0
Original
11-1-21
Ashlee Heinrich
