Standard Product Return Policy
A returned merchandise authorization (RMA) number must be issued for all returns. Product may be returned within 30 days of sale with valid RMA number. When returning product, place RMA number on packing slip & shipping label only. Do not write RMA number on boxes. Use a shell or outer box to avoid damage in transit. Product must be returned in its original packaging including all accessories, bags, CD’s and manuals. Credit will be issued only for returned items which reference an RMA number. If there is a problem or delay issuing credit, the tracking number must be provided to Lockwood. Product must arrive at Lockwood within 30 days of the RMA being issued. Items received outside of stated timeframe or in unacceptable condition will not be credited and will be returned to sender at reseller's expense. Refused shipments must be reported to Lockwood within 2 days of refusal. A restock fee will be charged on all incomplete product returns which Lockwood can make factory complete. Cross shipment of RMA product must include a replacement Purchase Order and your account must be in good standing.
Products Lockwood Will Not Accept for Return
Products that have been used. Original box is missing, damaged, or original box is defaced with writing or markings. Product is missing packaging, manuals, or other components. Broken case media, print heads, and software. Products not purchased from Lockwood. RMA’s issued over 30 days prior to receipt. Referencing RMA number is not included with the return. Special Order, custom configured, discontinued, or obsolete products. Product shipped with other than factory default settings (includes configuration changes per reseller request). Serial numbers do not match the referenced invoice. Custom Media of any type.
Defective or Dead On Arrival (D.O.A.) Product Returns
D.O.A. Product is defined as a product that failed to perform right out of the box. If a unit arrives in working condition and then fails, it is considered a warranty claim. D.O.A. products can be returned within 30 days of invoice. Defective or D.O.A. products must include a case number or confirmation name from Lockwood tech support or the appropriate manufacturer. Defective product older than 30 days is covered by the manufacturer’s warranty.
Returns Process
RMA number will be issued after confirming the product to be returned meets all return requirements. All product returns must be insured and sent via a carrier that provides on-line tracking. RMA numbers must be listed on the label, not on the box. All RMA material must be returned to:
Lockwood Technology Corporation
Returns Department
25 Constitution drive
Bedford, NH 03110
Attn: RMA # ______________