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RMA (Return Merchandise Authorization) Policy

Smartbuy-Depot.com's Return Process


Returning a Product to Smartbuy-Depot
We want you to be completely satisfied with your shopping experience at Smartbuy-Depot. When you need to return a product to us, please follow the easy steps listed below within 30 days from shipping date to make sure your return is handled promptly and efficiently.

Your Options
Most products can be returned for either a Refund, eCredit or for a Replacement of the same item, and all returns may subject to a 15% restocking fee, please see "Are returns subject to restocking fees?" in FAQ for details.

The RMA Process - Four Easy Steps

1. Create an RMA for your item

  • Your product needs to be returned with an RMA (Return Merchandise Authorization) number. You must obtain an RMA number by submitting a request through online RMA FORM no later than 30 days from your shipping date. Unauthorized returns or exchanges will not be accepted.

2. Send the product to Smartbuy-Depot

  • Once your RMA number is created, please send your return package as soon as possible, RMA number is only valid for 15 days. Please print your RMA number on all shipping labels. All returns must be shipped prepaid with a carrier who provides tracking and delivery confirmation. Return items should be packed properly. Smartbuy-Depot will not be responsible for loss or damage caused by carrier during a return shipment.
  • Box up the item you're returning and send it to:

    Smartbuy-Depot Returns
    ATTN: [*** Your RMA Number ***]
    5027 Irwindale Ave, Ste 800
    Irwindale, CA 91706, USA


3. Receive notification of your RMA status

  • You'll receive an email when your return shipment is received by the RMA department.
  • You'll receive another email after your RMA case was inspected and processed. It usually takes 3-10 business days from the time we received your shipment.

4. RMA received and approved

  • If you requested a Replacement, a new order will be generated after your RMA is approved. You'll receive standard email updates for the replacement order, just as you would receive for a newly placed Smartbuy-Depot order.
  • If you requested a Refund, a credit memo will be generated after your RMA case is approved. Please expect the refund amount to be credited to your original payment method 3-5 business days after approval. The turnaround time for Refunds often depends on your bank's policies for making the funds available to you.
  • The overall turnaround time for a return is about 6-20 business days from the time we receive your return shipment.

Additional Return Info

Return Policies
Every product that you purchase from Smartbuy-Depot has a Return Policy that defines the time period and limitations for returning the product. You can view all policy types on the Return Policy Page. Our Return Policies are updated occasionally, but rest assured that the listed policy at the time you purchase your product will apply even if that product's policy is changed after you buy it.

Inspections
Most RMAs are processed within 24-48 hours, but a small percentage cannot be resolved without contacting you for further information. If your return has missing parts (such as accessories, user manuals, the retail box, a battery, etc.) that we need in order to accept the RMA, we will send you an email to describe the issue and let you know what action you should take, if necessary.

Special RMA Terms
Some items Smartbuy-Depot sell have special conditions that are described in the applicable Return Policy. In particular, some items may only be returned for a replacement rather than a refund. It's always best to review your product's Return Policy before checkout. For full Return Policy terms and conditions, please visit our Return Policy.

FAQ:


1. How long does it take for Smartbuy-Depot to process an RMA?
RMA processing time may vary depending on the product and reason for the return but the general process time is 6-15 business days once the RMA is received and meet all following criteria:

a. RMA number is clearly identified on shipping label or on the return package.
b. All original equipment, components, manuals, cables, documents, packaging are in the return package.
c. UPC code along with retail package.
d. No physical damage caused by customer or by carrier.
e. Item is NOT out of warranty when it is received.

2. Is it mandatory to have an RMA number in order to return a product to Smartbuy-Depot?
Yes. You must obtain a Return Merchandise Authorization ("RMA") number within the applicable Return Policy period. Smartbuy-Depot will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 15 days. Smartbuy-Depot must receive the returned products within this timeframe. RMA numbers will not be extended or reissued. Customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.

3. Is it necessary to return each individual accessory when I send in a return? What should I include with my RMA?
Yes. All original equipment, components, manuals, cables, documents and packaging must be returned with your item in order for Smartbuy-Depot to process your RMA. Smartbuy-Depot cannot process RMA returns that are incomplete; incomplete RMAs will be returned to you. In most cases, items sent in for RMA replacement will be replaced with a full item set, including accessories. Please return all accessories with your RMA.

4. How do I acquire a Return Merchandise Authorization number (RMA#)?
Click Returns to request an Online RMA. We ask that all RMAs be requested online for maximum efficiency.

5. What address should I send my return to?
The address to send an RMA to is:

Smartbuy-Depot Returns
ATTN: [*** Your RMA Number ***]
5027 Irwindale Ave, Ste 800
Irwindale, CA 91706, USA

6. May I exchange my RMA'd (returned) item for a different product?
No. We do not exchange RMA items for different items. We will only replace an RMA'd item with an identical replacement item of the same make and model.

7. Are returns subject to restocking fees?

All non defective or opened items are subject to a 15% restocking fee. This fee may be waived for the following reasons:

  • Carrier damage
  • Defective product
  • Product does not match advertising
  • Wrong or incorrect product delivered
  • Product was an extra item not ordered

8. How do I know the status of my RMA?
We will update you your RMA status by emails, or you can contact our Customer Service for questions.

9.How long will it be before a refund/credit actually appears on my credit/debit card?
It takes approximately 3-10 business days to process a refund/credit back to your credit card, and then the credit card company could take another 1-5 business days to show the refund/credit on your account/statement.

10. Is there a special RMA policy for Bundle Specials?
Yes, and the requirements are as follows: If you wish to return a Bundle Special for a refund, you must return the ENTIRE BUNDLE within 30 days of purchase. Any non defective or opened items are subject to a 15% restocking fee. This fee may be waived for the following reasons:

  • Carrier damage
  • Defective product
  • Product does not match advertising
  • Received incorrect product
  • Product was an extra item not ordered

Components within a Bundle Special may be returned for replacement only. Individual items may only be returned for replacement if an RMA number is acquired within the item's Refund Policy period.

11. Does Smartbuy-Depot.com pay the return shipping cost for defective merchandise?
No, Smartbuy-Depot.com does not pay the return shipping cost for defective merchandise. We are not responsible for product defects, because we do not manufacture the products we carry. However, if you pay to send the item back to Smartbuy-Depot.com, we will replace the item and ship the replacement to you at no charge. Smartbuy-Depot.com will employ every resource we have to ensure that your item is replaced promptly.

12. Does Smartbuy-Depot cross-ship?
Smartbuy-Depot does not cross-ship any items. If you do have a defective item, and it is eligible for a refund, you can get an RMA for a refund on that item. Separate from that, you can re-order the item on the website. You will receive the refund for the defective item once we approved the RMA.

13. I received an email indicating that the item I RMA'd (returned) is no longer available or is backordered. What happens now?
If an RMA item is found to be on backorder and we cannot obtain the item, you will be notified by email and offered a similar replacement or a refund. We try to contact every customer in this case to find an agreeable replacement item or refund amount

14. I received an email indicating that the serial number of the item I RMA'd (returned) does not match the serial number of the product I originally purchased from Smartbuy-Depot.com. What should I do?
We keep serial numbers on all products we carry. Occasionally, our customers inadvertently return items that were not purchased at Smartbuy-Depot.com. In such case, the item in question will be returned to the customer with a request to send the correct item.

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