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HeatSwitch.net offers the following Returns Policy:
All return materials are subject to a 15% restocking charge and require a prior RMA authorization. Returns on orders valued over $5,000 are subject to a 25% restocking charge. An additional restocking charge may apply if material is not received in new condition. Return requests made 90 days from order date are subject to additional restocking charges. Returned materials will be inspected and tested upon receipt at our warehouse before a refund will be issued.
Initiating a warranty claim is done by following the steps described below.
We recommend that the customer first verify that the product is still under warranty, based on the original Date of Purchase and the stated warranty period.
- If product does not appear to be operating properly, the customer must first read the instruction manual and make sure they understand the proper operation. Follow any troubleshooting instructions listed in the manual and document the findings. It is recommended that the customer also check ETI’s website at www.networketi.com for product and literature updates that may assist in troubleshooting the problem.
- If the problem has not been found, the customer can email us at [email protected], or should call ETI Technical Support (800-234-4239). A service case will be opened and a case number will be issued to the customer. This case number should be referenced during all further communications.
- If, after evaluating the case and working with the customer to troubleshoot the product in the field, the problem has not been solved, HeatSwitch.net or ETI Technical Support will issue a Return Merchandise Authorization (RMA) to the customer. Should a customer request an RMA number without first working to troubleshoot the part with either HeatSwitch.net or ETI Technical Support, the following will occur:
- ETI will issue the RMA which will be valid for thirty (30) days. The RMA needs to be clearly marked on the outside of the package.
- Should the product, upon return to ETI, be found to be in good operating condition, then the customer shall be liable for a service bench charge and return shipping charges for their product from ETI back to the customer.
- If the customer fails to pay the service bench charge and/or return shipping charges, their product will be disposed of after 45 days and ETI will not be responsible for the product.
- After the RMA is issued, the customer needs to return the products to HeatSwitch.net or ETI at the customer’s expense. The unit needs to be packaged in such manner so as to ensure it is not damaged in shipping (original packaging is preferred). The RMA number must be clearly marked on the outside of the package.
- The product will be evaluated upon its return. Should the product be found to be defective and under warranty, HeatSwitch.net or ETI will repair, replace, or, in special circumstances, issue credit for the product at ETI’s discretion.
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