If you are not satisfied with our products for any reason, you may return it for a refund or a replacement within thirty (30) days of delivery. Acuant Inc., understands that exchanging and returning products may be an inconvenience but we strive to make the process a simple and straightforward one. We will gladly help you exchange or return your product, when it falls within the guidelines below.
Terms and Conditions
Products that have been damaged by customers cannot be returned. The damages can include but are not limited to scratched, cracked, or chipped hardware, misuse, and/or neglect. Damaged products are absolutely not qualified for refund, replacement, or warranty protection.
A Return Merchandise Authorization (RMA) number is required for all returns. Returns without an RMA number will not be accepted.
Please contact our Customer Care department by email at firstname.lastname@example.org, or phone at (213) 867-2625, to request an RMA number. Return address and instructions will be provided when an RMA number is issued.
Failure to comply with the return instruction may result in an invalidation of your return.
To obtain an RMA number and receive return instruction, please provide us with the following information:
- Invoice, Sales Order, or Pick number
- Product description or item code
- Reason for the return/exchange
- Contact information such as email address and phone number
Refund or replacement will be granted if an RMA number is requested within fifteen (15) calendar days of product delivery.
NO RMA number will be issued after 30 calendar days of product delivery.
RMA’s must be received no more than fifteen (15) business days from the RMA issue date for shipments from the continental USA. Overseas and International shipments will have an extension of twenty-one (21) business days. After the allowed time, Acuant will invalidate the RMA and it will be the customer’s responsibility to arrange shipping with freight prepaid to ship the late RMA back to the customer.
30 day money back applies to purchases of fewer than ten scanners/units by an End-User. Orders greater than ten units will be subjected to restocking fees for unopened items. 30 day money back exclude shipping and handling costs. Resellers have 30 day to return or exchange their units, there is a 25% restocking fees for returned unopened items.
Products MUST be returned in good condition, with all original parts and packaging (even if opened). A fifteen percent (15%) fee will be charged for incomplete returns (up to thirty percent (30%) if multiple accessories are missing).
Products that have been damaged by customers cannot be returned. If damaged product is returned, it is the customer’s responsibility to arrange shipping with freight prepaid to ship the damaged product back to the customer.
All RMA’s must be shipped with freight prepaid. Any shipments sent COD will be refused. Shipment charged to Acuant’s accounts will result in a partial forfeiture of your refund.
Shipping related charges are not refundable; unless the return is a result of Acuant error (you received the wrong product).
Acuant is not responsible for lost return packages. It is the responsibility of the customer to use reliable shipping methods or insuring the shipment in the event of a lost package.
Please keep all shipping records until your account or original method of payment has been credited and/or until you receive the replacement product.
Please allow 1-2 weeks for refund process. Refunds will only be applied to the same method of the original purchase.
To safeguard against possible abuses of Acuant’s return policy, we reserve the right to charge a restocking fee of fifteen percent (15%) at our discretion.
Special OrdersSpecial orders or quantities of ten (10) or more are subject to higher rates such as a 25% restocking fee. In most cases, it is recommended that the items be tested in the field prior to deploying multi-volume quantities as returns may not be accepted. Terms for exchanges/returns of high quantity or special order items will be set at the time of ordering.
Refused or Undeliverable ShipmentCustomers who refuse packages at the time of delivery or provide an undeliverable address will be charged the shipping and handling fee.
Loss or Damage in Shipment
Claims for lost packages must be made to Acuant by the customer. Please follow the instructions we provide you.
Claims for damaged products in shipment must be made to Acuant by the customer. Please keep the original shipping boxes; we will need these items for further investigation.