RETURN POLICIES AND PROCEDURES – 11-21-14, Amended May 1, 2016
Thanks for taking time to visit and purchase a product from PhotonBuzz.com (the “Site”). We really appreciate the fact that you are into the benefits of solar energy and personal and portable solar product and have chosen to purchase a product from us. We really do work hard to make sure you have product information and a positive, rewarding experience on our website while you explore, evaluate and purchase products from our store. Thanks again.
TABLE OF CONTENTS FOR RETURN POLICIES AND PROCEDURES FOR SITE USERS AND THOSE MAKING PURCHASES FROM THE SITE.
1. Returns for the Wrong Item
2. Returns for a Defective Item
3. Returns for an Unsatisfactory Item
4. Return Procedures - Required
5. Non-returnable Items
6. Refund Timing
1. RETURNS FOR THE WRONG ITEM
If the item you received from us is completely different from the one you ordered, please contact our Customer Service Team at 1-888-684-1123 or via e-mail at: email@example.com within seven (7) days with a photos or videos of the different product you received. If a return is necessary for you, a replacement product (correct product model, color or style) plus shipping cost will be issued to you after we receive the incorrect product in accordance with the return process procedures listed below. If you would like to take the product in the model/style/color errantly sent to you, we will offer a 10% discount for buying it and keeping it.
2. RETURNS FOR A DEFECTIVE ITEM
If your product turns out to be a defective one with physical damage within 60 days from the initial shipping date, you may complete the return process below with the product back in the original package without any wear and tear for a free replacement if available. Please contact our Customer Service Team at 1-888-684-1123 or via e-mail at: firstname.lastname@example.org to explain the defective issue(s). You may be required to provide photos and/or a videos showing the defect(s) of the product. We strongly recommend that you obtain and save your return tracking number until you are notified that the refund process is completed. In the case of a manufacturer's defect, we will try and replace the defective part, or if needed, the entire unit. We stand 100% behind the products we sell and the manufacturers who produce them, and we will make every effort to resolve any problems with you.
3. RETURNS FOR UNSATISFACTORY PRODUCT
We hope you love your purchase from us, but we understand that some things just don't work out as planned. If for any reason you are not completely satisfied with an item, you may return it to us for exchange or a full refund less any shipping charges and any required restocking fees. Returns must be packaged and delivered within 15 days of the date you received the item(s).
We are doing everything we can to assist you learn about a product in advance of making the decision to purchase it. Reach out to our on Chat or via e-mail with any question or concerns. We truly want you to be free of any uncertainty BEFORE buying a product you were not sure about and then have to go through the process of returning it. We cannot accept returns for being unsatisfied more than 15 days after the original order date. Like other returns, please follow the returns process below.
4. RETURNS PROCESS - REQUIRED
A. If you have a return of any kind, please contact us and provide us your original order number, what product(s) you are returning, and your name and other information about the reason for the return. If the product is defective, please indicate the nature of the defect per the instructions herein. You can add a written note to the package indicating the problem. Our Customer Service Team may be reached at 1-888-684-1123 or via e-mail at email@example.com.
When we receive your communication we will get back to you with a Return Merchandise Authorization Number (“RMA” or "RA Number”), a return address, and other relevant information for you to begin processing the return. This is a critical first step to expedite your return. Returns that have not been first authorized and issued an RA Number cannot be accepted. Also, issuance of a RMA number does not guarantee final disposition and all returns are subject to inspection. RMA numbers are typically valid for ten (10) days.
B. Returned or products must be in brand new, mint condition, and have all original manufacturer's packaging, materials, including instruction booklets, manuals, accessories, packing inserts, dust bags, and blank warranty cards. Merchandise missing the original Universal Product Code (UPC) cannot be returned. Again, all purchases, accessories, serial numbered security tags (if provided), and packing materials must be in new condition to avoid refusal of the returned merchandise. ANY SIGNS OF WEAR OR REMOVAL OF PARTS, COULD RESULT IN REFUSAL OF YOUR RETURN.
C. After receiving your RMA number and return information from us, place the product in its original package into a shipping carton. The original manufacturer's labeled packaging should be enclosed within an outer shipping box. Do not place stickers or shipping labels on the original manufacturer’s package. Do not write on the manufacturer’s original package. Wrap the package carefully.
D. Once the product is packed for its return, you will need choose a shipping service to send the package. You will return the product using your preferred shipping method directly to the distribution center and/or other mailing address we provide to you. You agree that returns sent to our company address or offices cannot be accepted.
E. When the package is mailed, it is important that we are notified as to when your return is expected. Please save your return tracking number, and email the name of the shipping service and the tracking number to us at firstname.lastname@example.org when you receive it from your shipping service. We need this to track the return in case there are any issues during transit.
F. Regarding shipping and handling costs you paid when you purchased the item from us, other than a return due to an error on our part, we cannot refund shipping and handling charges. When shipping is included in the product price, such as those marked "Free Shipping", actual shipping costs incurred by us will be deducted from your refund. Please contact us if you need more information about shipping or determining if this product is returnable.
G. Please do not request a charge back of your purchase from your credit card company while waiting for us to completely process your return request. Refund processing involves several steps, some that we cannot control, so please be patient while awaiting the credit for the original purchase to appear via the payment method that you used.
H. Items returned that were initially correctly ordered by you, delivered to you, not defective, and accepted for return may have a restocking fee charged. PhotonBuzz works with several distributors with different charges, which will be passed onto you if charged. Restocking fees can range from anywhere between 5% or 15% or more of the final sale price unless otherwise agreed to by PhotonBuzz.com via mail, fax or e-mail. The actual restocking fees incurred by us will be deducted from your refund.
I. Third Party Shippers - We do not reimburse or refund shipping charges if a third-party shipper is used, such as Mail Boxes Etc. or Postal Annex.
J. Products can be returned only to the country in which they were originally purchased.
K. Insurance - We strongly suggest that you return your item(s) through an insured, traceable means, such as FedEx or UPS. It is the customer's reponsibility to pay for return shipping charges. PhotonBuzz.com is not responsible for lost or damaged packages sent by you back to PhotonBuzz.com or one of our distributors.
L. Refund Payments for Returns - If the item is successfully returned within the processing time frame outlined above, we will exchange it or offer a refund (minus applicable shipping and/or restocking fees) based upon the original payment method.
5. NON-RETURNABLE ITEMS
Non-Returnable items – The following items cannot be returned once opened. These include software, or software downloads, subscriptions, film, paper, DVDs, bulbs, flash tubes, batteries, ink cartridges, notebooks, tablets, computers, memory cards, any item which has been removed from its "blister-pack". Underwater equipment cannot be returned once it has been used in water. PhotonBuzz.com gift cards are not eligible for returns.
6. REFUND TIMING
Refund Timing - Please allow 15 business days from when we receive your return and it is accepted to process any refund. You will be notified by email once your return is processed. PhotonBuzz.com reserves the right to refuse return, refund and/or charge a restocking fee for any product that doesn’t comply with the above mentioned requirements and procedures.