Return Policy

There are a few major reasons for requesting an RMA (Return Merchandise Authorization).

1. Obvious visible damage to shipping container at time of delivery – Customer REJECTS ‘shipment’ at time of delivery.
a. Customer REJECTS shipment. Customer notifies CONNXION SOURCE™ of damaged shipment via responding to shipment notification email.

b. If Customer REJECTS shipment. Carrier e.g. Fedex, UPS, etc. will notify CONNXION SOURCE™ that the unit was damaged in shipping. Typically we will ship another unit to the end-user and deal with the shipping company in the background as it will take several days for a resolution.

2. Visible shipping damage to shipping container – Customer Accepts ‘shipment’.
a. No visual / obvious damage to the shipping container – Customer Accepts ‘shipment’ and Product is DOA / Defective – ‘Defective on Acceptance’.

b. User ACCEPTS shipment. If the unit has suffered physical damage, Technical Support needs to be notified ASAP at www.supportdesk.connxionsource.com before anything further is done to the unit including further unpacking, power on, installation, etc. Our Customer Claim Department Team will be involved and will ask the end user to cooperate with us and the shipping company as the claim is processed. Typically we will ship another unit to the end-user and deal with the shipping company in the background as it will take several days for a resolution.

3. Warranty Repair within ‘initial’ product Warranty Period.
a. Contact Technical Support ASAP to perform standard troubleshooting procedures. Some products come with or can be purchased with an Express Depot Service, or it can be upgraded to Priority Exchange Service at an additional charge.

4. Warranty Repair for ‘Extended Warranties’.
a. Contact Technical Support ASAP to perform standard troubleshooting procedures. In most instances, we invoke one service level higher than the customer paid for if possible to resolve the situation. Some products come with or can purchase an Express Depot Service, or it can be upgraded to Priority Exchange Service at an additional charge.

5. Merchandise returns from an emotional situation.
a. All Shipping charges and related expenses associated with the return of non-defective items are the complete and sole responsibility of the customer. The risk of loss for any damage to or destruction of the items during shipment shall be on the customer. Therefore, for your protection, we recommend you use a reputable carrier capable of providing proof of delivery, as well as properly pack and insure the return shipment.

Explanation of RMA protocol - Return request procedure:

The authorized ‘CONNXION SOURCE™’ customers must submit a Return Request online to obtain a Return Merchandise Authorization (RMA) number: via www.equipmentsupportdesk.com

Items needed for RMA (Return Merchandise Authorization) request are:
• Invoice / Order Number
• Customer Account Number
• Manufacturer Part Number
• Serial Number
• Reason for Return (Include any helpful information such as: error code message, symptoms, etc.) and documented call to support desk prior to return.

• All product returns require a Return Authorization number (RMA). Once a request is authorized, you will be contacted with a RMA number and return instructions. The RMA number must be written on the shipping label of the returned product.
• ****Please - do not write on the manufactures box.
• For products ‘CONNXION SOURCE™’ determines to have met all conditions listed below, credit will be issued less any restocking fees at the time the product is received and documented by ‘CONNXION SOURCE™’.
• SHIPPING AND HANDLING, DELIVERY AND SIMILAR FEES (INCLUDING RELATED SALES TAXES) ARE NOT REFUNDABLE.

1. Each type or product returns: Customer must initiate RMA through our support site www.supportdesk.connxionsource.com – prior to shipping unit back.
a. Once reason for RMA is established, it maybe required that a manufactures technician consultant with customer to establish warranty procedures.
b. The manufacturer will field the call through their tech support department. In many cases they are able to repair over the phone.
c. In the event technician cannot repair over the phone - the next phase of the return of product in contract will take place, either a swap out. Depending on what type of warranty or extended warranty purchased, a tech will be dispatched or the end user sends it into manufactures authorized repair facility.

2. Return Shipping Guidelines
a. Use the original manufacturers’ boxes and packaging.
b. Put RMA number on the shipping label.
c. Do not write address or RMA number on the box- use the label.
d. Be sure to include all accessories, cables, software and manuals.
e. Remember- RMA numbers are only valid for 14 days.
f. Returned merchandise is the responsibility of the customer- Please ship insured.

3. Conditions of Return:
a. All products returned MUST be 100 percent complete: Un-opened (if an emotional return reference # 5 above), resalable and contain ALL original manufacturer boxes with the original UPC code and packing materials., All manuals, blank warranty cards, accessories and any other documentation included with the original shipment. When possible, products should be double boxed (if original was shipped this way), to protect the original packaging.
b. All RMA’s expire 14 calendar days after issuance of the RMA number. ‘CONNXION SOURCE™’ reserves the right to refuse any item received after RMA expiration; however we will continue to work with customers with extenuating circumstances.

4. Any item returned and not meeting all of the above return criteria will be refused, since RMA protocol was not followed.
a. CONNXION SOURCE™ will make every reasonable effort to accommodate your return requests and attempt to “ease the pain”; however, as in any business certain guidelines must apply. End-of-life or non-standard merchandise are not eligible for product returns.

NOTE: Product Return Policy
All requests must be made within 14 calendar days of product invoice date. Authorization of returns is at the sole discretion of Connxion Source, Inc. (“CONNXION SOURCE™”) in conjunction with the manufacture. Accessories (stands, mounts, projector lamps, projector lenses, etc.) are not returnable – unless in Un-opened original container. All non-defective returns are subject to a 25% restock fee and or a re-packaging charge, as applicable, at the sole discretion of Connxion Source, Inc. Note: We are not able to re-sell items that are opened.

Opened Merchandise:
Once merchandise has been opened it is considered "used equipment" and therefore cannot be resold as New. Uncontrolled issues may complicate the circumstance and each is unique and therefore must be reviewed on an individual basis. If CONNXION SOURCE™ approves the RMA, a re-stocking fee will be based upon the financial burden CONNXION SOURCE™ incurs in repositioning the inventory.

5. Special Order Policy: Non-stock or “Special order” items are products that ‘CONNXION SOURCE™’ does not normally keep in stock. These items are ordered specifically for a particular customer on a non-cancel able and non-refundable basis. Such items come with a manufacturer’s warranty. ‘CONNXION SOURCE™’ will not accept the return of these items and will not offer a credit or refund.

6. For additional information for manufactures URL and contact information, see ‘Manufactures Sites’

Last Updated: 2/16/2009 v1.024