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. By shipping an item to Serialio.com under an RMA you implicitly accept and agree to these terms and conditions and return policy posted on our site.

Return Window

Customers have 30 days from the date of invoice to request a return for refunds or exchanges. Customers have the length of the warranty period (up to two years) to request a return for warranty or services. Once a return is approved by Serialio.com, the RMA number issued is valid for 30 days from the issue date.

Returned Items

All item(s) must be returned in the original manufacturer's packaging—with all manuals, cables, warranty cards, static bags, etc. (exactly as the Customer received them).

The product box must be clean and undamaged, with no marks of any kind; this includes stray marks, stamps, shipping labels, or writing (e.g., written RMA numbers). All products must be double boxed.

Restocking Fees

Returns are subject to a 15% restocking fee. If the return is accepted despite a violation of return conditions, the customer will be charged a total fee of 25% (includes 10% Replacement Processing fee + 15% Standard Restocking fee). Circumstances in which Serialio may apply restocking fees include (but are not limited to) the following:

  • The customer simply changed his or her mind or is returning a non-defective product.
  • The returned merchandise is received without all original accessories.
  • The returned merchandise is received without the original packaging, or the original packaging is damaged.
  • The RMA number is expired or invalid.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

To return your product, you must mail your product to:


Serialio.com
715 Discovery Blvd, Ste 510
Cedar Park Tx US 78613


Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.

Types of Returns

Refunds

Returns for a refund (to the original payment method or store credit) may occur within the 30 day return period. Returns for a refund are handled as follows:

  1. You (the customer) must request a return.
  2. Serialio will review the return request. Before approving your request, an agent may contact you to collect more information related to the problem you're experiencing with the product(s) or to attempt to resolve the issue remotely / over the phone.
    1. If we approve your request, Serialio will send you an email stating that your request is approved with shipping instructions.
      • You will ship the item(s) to Serialio (see shipping).
      • Once Serialio receives the return, a technician will thoroughly test and review the returned item(s) to make sure they are in resellable condition.
      • After testing is complete (and all items pass inspection), we will alert you via email and continue processing the refund.
    2. If we deny your request, Serialio will send you an email stating that your request is denied and the reason(s) why.

Exchanges

Exchanges may occur within the 30 day return period if the customer wants to switch out the purchased item for another.

The items do not need to be equal in cost: If the new item is more expensive than the original purchase, the customer must pay the difference in cost. If the new item is less expensive than the original purchase, Serialio.com will refund the difference in cost.

Exchanges are handled as follows:

  1. You (the customer) must request a return.
  2. Serialio will review the return request. Before approving your request, an agent may contact you to collect more information related to the problem you're experiencing with the product(s) or to attempt to resolve the issue remotely / over the phone.
    1. If we approve your request, Serialio will send you an email stating that your request is approved with shipping instructions.
    2. If we deny your request, Serialio will send you an email stating that your request is denied and the reason(s) why.
    3. If your request is approved, you will ship the item(s) to Serialio (see shipping).
    4. Once Serialio receives the return, a technician will thoroughly test and review the returned item(s) to make sure they are in resellable condition.
    5. Once testing is complete (and all items pass inspection), we will alert you via email and continue processing the exchange

Warranty Returns

Returns for warranty include any return of a product that is covered under warranty. Warranty returns are handled as follows:

  1. You (the customer) must request a return (reason must be warranty).
  2. Serialio will review the return request. Before approving your request, an agent may contact you to collect more information related to the problem you're experiencing with the product(s) or to attempt to resolve the issue remotely / over the phone.
    1. If we approve your request, Serialio will send you an email stating that your request is approved with shipping instructions.
    2. If we deny your request, Serialio will send you an email stating that your request is denied and the reason(s) why.
    3. If your request is approved, you will ship the item(s) to Serialio (see shipping).
    4. Once Serialio receives the return, a technician will thoroughly test and troubleshoot the returned item(s) and may contact you for more information throughout the testing process.
    5. After testing is complete (and the return reason is verified), the returned item(s) may be repaired in-house or sent to the manufacturer for repair.
      1. If the item(s) must be sent to the manufacturer for repair, an agent will contact you with the anticipated lead time. The manufacturer may repair or completely replace the returned item(s).
      2. Once repaired, Serialio will ship the returned item(s) back to you. If we are unable to repair the item(s), we will contact you with your options, which may include replacing any damaged item(s) with a refurbished equivalent. Any replacement item(s) will take on the remaining warranty of the original item(s).

Customer Responsibilities

Return Instructions

To make sure that we can process your return as quickly as possible, please follow these steps when returning your package.

  1. Make sure all the returned item(s) are in their original packaging with all original accessories.
  2. Print out your invoice and the RMA packing slip (provided by a Serialio representative).
  3. Write your return number clearly on the outside of the shipping box.
  4. Go to your local post office and ship to Serialio.com (see Shipping for details).

Warranty Request Instructions

To request a return for warranty reasons, you must follow the steps below.

  1. Navigate to the Return Portal (link located on the footer menu of buy.serialio.com).
  2. Select the item(s) to return.
  3. Select Warranty for the Return Reason.
  4. Select the Quantity for each item.
  5. Select Exchange for the Refund Method.
  6. Review the return, then click Confirm.
  7. Take note of your return request number (you'll also receive a confirmation email with this information).


This page was originally published on buy.serialio.com/pages/return-policy.