(aka “General Return Policy,” “Return Policy,” “Policy”)
"Standard" Return Policy Requirements
Eligibility for Return Authorization
Obtaining a Return Authorization
Proceeding with an Authorized Return
Return Authorization (RMA) Processing
"Standard" Return Policy Classifications
"Seller Liability" Returns/Exchanges
"Buyer Liability" Returns/Exchanges
"Liability Undetermined" Returns/Exchanges
How to "Opt-out" of the "Standard" Return Policy
Other Return Policy Stipulations
Return/Exchange Shipping Fees
Our valued patrons understand that being an excellent customer requires just as much responsibility as being an excellent vendor. As such, we’ve developed a revolutionary return system which reflects fair and reasonable rights for both the buyer and the seller. Definitions for many terms within this Return Policy are available for reference at the bottom of the page.
Due to the intricate and complicated nature of the products we sell, we require that all customers comply with fair and reasonable measures to ensure that all transactions are completed in a satisfactory and predictable manner.
This may include:
Efficient and concise communication of situation-specific data through email (or telephone if necessary)
Cooperation with basic and limited troubleshooting
efforts or testing procedures unless the customer would
prefer to choose to “Opt-out”
of Standard policy protocol. Required information may include but is not limited
to service tag(s), part number(s), serial number(s), configuration(s), and visual observation(s).
Reciprocal honesty, integrity and respect throughout the Return process
We have developed a comprehensive system which allows us to efficiently determine the most likely cause of various product issues that may be encountered. Our customer service team will utilize these tools to determine the best possible resolution to your problem.
After brief troubleshooting (depending on the nature of the product), all qualified returns and exchanges will be issued a Return Authorization (RMA) worksheet
and number, which uniquely permits that merchandise to be returned for inspection, processing and testing. Returns without Return Authorization will not be processed, and will be refused.
Eligibility for Return Authorization:
Suspected defective item(s)
Voluntary exchange or return
Problems with sanctioned usage, guaranteed product application or compatibility
Any other issue causing the product to appear “not usable as described” or “not as advertised”
Any reasons which are identified in the “Seller Liability
,” “Buyer Liability,” or “Liability Undetermined” sections
of the General Return and Exchange Policy
1) Obtaining a Return Authorization:
Any Return Authorization
request related to the receipt of physically damaged item(s) MUST be reported in
writing (email) within 3 days
of 3rd-party verifiable receipt of the merchandise for replacement eligibility. For
any other Standard Return Authorization request, the original customer must contact RAM-Memory in
writing (email) within 7 days
of 3rd party verifiable receipt of the merchandise regarding the specific
problem that is cause for return.
*After the 7 day exchange period but within 45 days of payment,
the original customer may contact
RAM-Memory in writing (email) for limited Return Policy coverage. All returns or exchanges of this type may
only be processed as per the “Opt-out”
Return Policy provisions until the 46th day after item payment.
On the 46th day after payment, all provisions of the General Return and Exchange Policy are voided, and
only Warranty coverage (if applicable) applies as permitted by the Warranty policy
2) Proceeding with an Authorized Return:
After verification and troubleshooting has been completed or the buyer has chosen to “Opt-out,” a Return
Authorization will be issued. If Return Authorization materials have not been postmarked within 7 days of
Return Authorization issuance, RAM-Memory reserves the right to permanently void the Return
Authorization, and refuse processing of the materials. If authorized return materials have not been delivered
to our location within 45 days of the date of issuance, we reserve the right to permanently void the Return
Authorization, and refuse processing of the materials. It is the responsibility of the customer to present
3rd party, verifiable and accurate delivery arrival information and documentation regarding the acceptance
of the package in question at our location in the rare event of missing return materials. Unless the order has
been authorized to be returned as physically damaged within 3 days of original receipt, the customer is 100%
responsible for any physical damage done to the merchandise prior to arrival at our facility for processing
3) Return Authorization (RMA) Processing:
Returns and exchanges will be processed in the order of receipt. Due to the technical nature of our product, RMA inspection, processing and testing usually take approximately 2 - 3 business days from the date of acceptance at our facility. After the RMA processing period has been completed, Standard First Class / Ground delivery times apply for the delivery of replacement merchandise.
will be issued against the original payment method chosen by the customer. Unless an exchange
is an even exchange
, any funds due to RAM-Memory will be requested and invoiced directly to the buyer
through the authorized payment carrier of his or her choice. Any funds owed to the buyer will be provided as
a partial refund against the original payment through the original payment carrier.
If more information is required to process the return or exchange, the customer will be contacted at the email
address provided on the Return Authorization form.
“STANDARD” RETURN POLICY CLASSIFICATIONS
1) SELLER LIABILITY (aka "seller") Returns/Exchanges:
The cause of the return or exchange is determined to be the sole responsibility of the seller. This may include but is not limited to item(s) dead on arrival or malfunctioning on arrival, incorrect order received, incompatible where mistakenly guaranteed compatible, inability of seller to complete reasonable troubleshooting procedures, or any facts or circumstances which indicate primary fault on the part of the seller.
* Product is Dead on Arrival (DOA)
* Product is not fully functional on arrival
* Listing advertisement error, as determined by 3rd party resources
* Incorrect product configuration provided for stated product application
Incorrect item received by customer
* Item does not physically fit where it should
* Brand was guaranteed, but not sent
* The order was filled incorrectly at the warehouse
* Wrong item quantity received
* Wrong item speed or configuration received
* Wrong item condition received
If the cause of a return is determined to be “Seller Liability” by RAM-Memory Customer Service, the buyer is expected to return the merchandise in the manner described during email communication. All products returned under “Seller Liability” are eligible for a full refund
of all monies paid to RAM-Memory which are associated with the “Seller Liability” transaction in question. Restocking and shipping fees are entirely waived. For exchanges under “Seller Liability,” RAM-Memory will cover the standard postage cost for the replacement to be mailed to the customer via standard shipping services. An exchange toward the correct, working or preferred item is encouraged, but not required.
In the event of a “Seller Liability” exchange Authorization, the customer may choose to request a postage credit
for the shipment of the item back to our warehouse. This can only be accomplished through explicit indication by both 1) requesting the postage credit prior to returning the product (via email),
and 2) requesting the postage credit in the “comments” section of the Return Authorization (RMA) worksheet.
The buyer must then return the product at his or her own cost. A postage credit will subsequently be awarded at the time of the processing of the exchange. Since it is not possible to refund more than the total amount paid to our company, the postage credit will only be available in the event of exchange. Reimbursement for standard, United States Postal Service First Class Mail parcel postage (or its international equivalent) is the only approved return shipping method for postage credit eligibility. If the customer chooses a more-expensive shipping method for the return of the merchandise, an estimated credit of USPS First Class postage will be awarded. Postage credit requests will not be available unless ALL requirements from this section are met.
2) BUYER LIABILITY (aka "buyer") Returns/Exchanges:
The cause of the return or exchange is determined to be the sole responsibility of the buyer. This may include but is not limited to return(s) of undesired or no longer needed item(s), purchasing error(s), refused reasonable troubleshooting cooperation, inability to provide product application specifics (such as service tag(s), part number(s), serial number(s), configuration(s), visual observation(s), etc.), “other” buyer error, or any circumstances which indicate primary fault on the part of the buyer.
* Customer wanted downgrade or upgrade
* Item is unwanted, but customer is interested in another item
* Exact product application was not guaranteed in advertisement
* Customer made model translation error or otherwise incorrectly assumed his or her computer model application
* Limited and reasonable troubleshooting procedures were refused, such as confirmation of available product application details
Incorrect item ordered
* Accidentally ordered, for wrong computer model
* Accidentally ordered, has wrong item specifications
* Incorrect perception of item or bundled products
* Customer changed mind
* Duplicate item purchase
* Accidental item purchase
* Item no longer needed by the customer
If the cause of a return is determined to be “Buyer Liability” by RAM-Memory Customer Service, the buyer is expected to return the merchandise in the manner described during email communication at his or her expense. All products returned under “Buyer Liability” are subject to a 15% restocking fee
and a shipping fee.
Buyers who choose to request store credit or exchange toward another product in our store are eligible to receive a reduced restocking fee rate of 7.5%.
Since the cost paid to third party shipping agencies is non-refundable, the shipping fee is required
for all “Buyer Liability” returns or exchanges.
3) LIABILITY UNDETERMINED (aka "undetermined") Returns/Exchanges:
The underlying cause of the return or exchange is undetermined or not possible to be determined using reasonable and reliable troubleshooting procedures. Not enough information is available to determine liability, or all current and factual evidence supports the presence of an unknown compatibility issue. An example of undetermined liability is if the customer purchased a product which is verified to be compatible and does not appear to be defective, but does not function correctly in its verified and approved application. If the buyer has fully complied and has provided all requested information, responsibility for the return is shared until further inspection indicates seller or buyer liability.
As determined by RAM-Memory, the sum of all information provided does not indicate definitively whether the buyer or seller is responsible for the order discrepancy or issue. Seller has used reliable methods for determining liability to no avail, even though customer has cooperated with all reasonable troubleshooting requirements.
Details and Examples:
If the cause of a return is determined to be “Liability Undetermined” by RAM-Memory Customer Service, the buyer is expected to return the merchandise in the manner described during email communication at his or her expense. If the item is later determined to be defective from the manufacturer or through normal use, the buyer may choose to request a postage credit
as stipulated in “Seller Liability” Returns/Exchanges. Returns are thoroughly inspected and tested to determine liability.
If RAM-Memory has found that a better merchandise application is available after inspection, processing and
testing, the buyer will be promptly informed.
To continue processing under “Liability Undetermined” Policy coverage, the buyer must accept this exchange
as long as it is an even exchange.
> > >
If a better exchange option exists but is not currently in stock or the price of the option is higher
than the price of the original purchase, the buyer will be entitled to 1) a full refund of all monies paid
or 2) a full store credit for the total value of the merchandise
If the buyer would like to refuse the even exchange, the buyer may choose to “Opt-out,” and instead request
a refund as per the “Opt-out”
If inspection, processing and testing confirm that 1) the best working and compatible merchandise was
originally provided to the customer
and 2) all facts and tests indicate that the product functions
correctly in its stated application,
the customer will be informed that the product is as-advertised and
must be returned to them. At this time, the customer may choose whether to:
> > > Request that the product returned to their location at their expense
> > > Request a store credit toward any item in our store for the total value of the returned
item, minus a 7.5% restocking fee and a shipping fee
> > > “Opt-out” of the “Standard” Return Policy and request a refund as permitted
HOW TO “OPT-OUT” OF THE “STANDARD” RETURN POLICY:
All standard product returns or exchanges are subject to a brief troubleshooting requirement as a condition of purchase in the event that there is a problem with product application. However, as a courtesy to our customers, RAM-Memory offers an “Opt-out” policy exception for those who would like to waive this mandatory troubleshooting requirement in order to return or exchange immediately. This processing option can be requested at any point before or during the troubleshooting process in order to receive Return Authorization materials without further discussion or the completion of "Standard" return procedures.
All products returned for a refund under the “Opt-out” provision of the Policy are subject to a restocking fee and a shipping fee. Buyers who choose to exchange toward another product in our store are eligible to receive a reduced restocking fee rate. Since the cost paid to third party shipping agencies is non-refundable, the shipping fee is required for all “Opt-out” returns or exchanges. Exchanges for the same or similar product(s) will be vigorously tested and guaranteed NON-DOA
, but will not be guaranteed to function in specific product applications (even those stated in advertisements) when buyers “Opt-out,” since proper troubleshooting and verification was not completed prior to the return of the original product(s).
Once requested, an “Opt-out” Return Authorization will be presented to the customer, at which time
"Standard" return policy options will be voided and replaced with “Opt-out” protocol.
Using this policy alternative, all returns will be subject to a 15% restocking fee
and a shipping fee.
who choose to exchange for another item or store credit will receive a discounted restocking fee of 7.5%
and a shipping fee. These fees, which are lower than the industry standard, are designed to allow our
company to recover a portion of the costs associated with attempted but unsuccessful transactions.
“Opt-out” returns will be processed in the order of receipt.
If an exchange is requested and exchange option(s) are immediately available after RMA inspection,
processing and testing, the customer will be contacted via email with more information regarding the
exchange option(s) and for authorization.
If a refund is requested, the adjusted item value credit will be issued against the original payment for the
OTHER RETURN POLICY STIPULATIONS:
At this time, we are unable to simultaneously cross-ship
merchandise replacements in order to expedite the return or exchange process for any reason, even if the returned product is on its way back to our facility. This is due to several obstacles which necessitate the receipt of the original merchandise for inspection and testing prior to issuance of a replacement as per policy.
However, we do offer an alternative in cases which are approved by a RAM-Memory Customer Service representative. To a select few customers, we offer the option for the customer to leave a full monetary deposit for the cost of the intended exchange merchandise which the customer would like to cross-ship. Once the deposit payment is received in full, the proper replacement product(s) will be shipped promptly. The deposit will remain in the possession of RAM-Memory until the original return materials are received. At this time, the materials will be inspected, processed and tested. When all information is properly verified and the RMA process is complete, the full deposit amount representing the value of the returned merchandise will be refunded to the customer. This option must be approved in advance and is available with Seller Liability and Buyer Liability returns only.
RETURN/EXCHANGE SHIPPING FEES:
In the case of a return or exchange, a shipping fee may only be assessed when the primary liability of the return is with the buyer or for "undetermined" refunds. This is due to the fact that all fees paid by RAM-Memory to our third-party shipping companies are non-refundable. As a result, there are no savings to pass along to the customer if shipping services were, indeed, rendered. Shipping fees are as follows:
> > >
Single RAM order: $2.00
> > >
Single Hard Drive order $3.00
> > >
Single External Hard Drive order $4.00
> > >
Multiple item orders or other merchandise: the greater value of the actual postage cost or $4.00
> > >
Advertised processing/shipping/handling cost
The Return Authorization worksheet that must be provided in the same parcel of the product returned or exchanged, as well as the authorization code generated by RAM-Memory for the return or exchange.
Items exchanged require no monetary credit or invoice.
Within this Return Policy, liability indicates the primary fault or cause of any merchandise to be returned for exchange, refund or store credit within Return Policy provisions.
A special provision of this Return Policy which allows any customer to refuse “Standard” Return Policy proceedings in order to obtain an immediate Return Authorization.
STANDARD RETURN AUTHORIZATION:
A “Standard” Return Authorization refers to the usual or typical Return Authorization provided by RAM-Memory Customer Service for an approved “Buyer Liability,” “Seller Liability” or “Liability Undetermined” return or exchange. The “Opt-out” provision of the Return Policy is NOT considered to be an example of a “Standard” Return Authorization.
Troubleshooting is the process of attempting to determine the cause of an unknown or previously un-isolated problem as per the standards and requirements of RAM-Memory. Troubleshooting may consist of (but is not limited to) validation and confirmation of functionality and approved product application through the verification of details regarding situation-specific data, models, serial numbers, service tags, configurations, speeds, orders, interfaces, uses, times, performance and non-performance, results, features, abilities, and compatibility. Reasonable and brief troubleshooting is required in order to issue a Standard Return Authorization.
Guaranteed NOT to be “Dead on Arrival.” This type of warranty policy ensures that a product will arrive to the customer in working condition. In the case of warranty replacements or repairs, this is the only type of warranty issued on the replaced or repaired product.
This is the type of fee which may be instituted by RAM-Memory for returns or exchanges in order to recover some of the lost value associated with handling certain types of transactions.
This is the type of fee which may be instituted by RAM-Memory for returns or exchanges in order to recover some of the lost value associated with expended shipping costs.
All monies paid directly to RAM-Memory for a specific transaction are refunded to the customer.
Any instance in which any proportion of monies paid directly to RAM-Memory are refunded to the customer.
A refund for standard First Class shipping postage which a customer may request in advance with qualifying “Seller Liability” and “Liability Undetermined” exchanges.
Mailing merchandise or a replacement product while payment or return shipping processes are still pending, but prior to securing payment or securing the original product at our facility. This process is unavailable except for when a cash deposit is received from approved customers for the value of the cross-shipped item(s).
[HTML, POLICY AND PROSE COPYRIGHT © 2010 AXIO ENTERPRISES, LLC. ALL RIGHTS RESERVED.]