Serialio.com Helpdesk

Note: No returns will be accepted without a Return Merchandise Authorization (RMA) number. By returning merchandise with an RMA number, you accept the terms of this Return Authorization Policy.

Return Categories

In general, there are three categories of returns; here are the explanations of each.

A. Repair

A product may be sent in for repair if it is defective and still covered by warranty. The product/item will be repaired or replaced at Serialio's discretion. The customer is responsible for shipping the item back to Serialio.com.

B. Exchange

An exchange may occur if the customer order the wrong item and would like to exchange it for the correct item. In this case, the customer is responsible for shipping both ways. Items are eligible for exchange only within 30 days of the receipt of the product. The exchange will not be carried out until the original product is received and has passed all quality control testing. Serialio reserves the right to refuse an exchange or deduct a percentage from the original product’s exchange value.

C. Refund

Items qualify for a refund only if the product is defective or not operating as promised. You may request a return or exchange within 30 days of the receipt of the product. All shipping costs are non-refundable, and the customer is responsible for shipping the item back to Serialio.com. Customer must allow Serialio Support to troubleshoot before obtaining an RMA for a refund. Serialio reserves the right to refuse the returned product for a refund, if the returned product is determined to be unsellable, is missing accessories/packaging or violates any terms or conditions. If Serialio does accept the return, the refund may be subject to a restocking fee (see Restocking Fees).

Return Authorization Policy

RMA Validity

RMA numbers are valid for 30 days from the date of issuance. RMA for refunds must be received by Serialio within ten days from the date of RMA issuance to qualify for full refund. Refund processing can take up to 2 weeks in addition to standard RMA processing time. Refunds to may not show up on customer statement from the bank for a full billing cycle. Any items returned using expired or incorrect RMA number or with incorrect refund method selected may be issued a 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, a customer is responsible for shipping costs associated with the return to Serialio. In the case of warranty service, Serialio will ship the repaired or replacement item via standard ground at no cost to the customer. A customer can opt to have the shipment sent via air, however, will be responsible for all fees over the ground shipping rate." 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

RMA processing time varies and is dependent upon the number 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. 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 manufacturer must evaluate the unit. 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 request to see if they qualify for LRP. Customer will purchase a replacement unit at retail price + desired shipping. After the faulty unit is repaired and returned, the customer must request an RMA for the LRP unit. A refund will be issued for the total value of the replacement unit (not including shipping). A 15% restocking fee will be assessed if loaner replacement is not in like new condition. If the RMA item is not repairable, customer will keep the LRP unit and the cost (minus shipping) will be refunded. 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. If customer does not qualify for LRP, customer can purchase unit and return within 30 days for refund minus 15% restocking fee.

International Returns Shipments to Serialio

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.

Restocking Fees

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 un-sellable condition. If a return is accepted despite these circumstances, the customer may be charged a total fee of 25% (includes 10% Replacement Processing fee + 15% Standard Restocking fee). If the customer simply “changed his or her mind" or is returning a non-defective product. The standard restocking fee is 15%. A restocking fee for damaged or incomplete returns can be up to 25%.