All products sold are warrantied for 60 days from date of shipment and invoice. Requests for returns for exchange or a refund, must be made in this 60 day period.
Return Authorizations
If you wish to return your online purchase, contact us 212 302-3555 or [email protected] to obtain an Return Merchandise Authorization (RMA).
Return packages will not be accepted without an RMA number.
Failure to include the RMA will result in your item being returned to you. When shipping your return, please ship insured with a tracking number.
Once we receive your package, we will promptly exchange or refund as you instruct, as long as it complies with our return policy.
Our return address is:
Executive Color Systems
688 County Route 520
Marlboro, NJ 07746
All Serialized items must match the manufacturer's serial #. The serial # on the return, must match BOTH the original shipped box, and the item inside the box which we record at the time of shipping.
If these do not match, the refund will be denied.
Condition of Return
Like New: Returned merchandise will be deemed like new and in original condition if all packing materials, including manuals and warranty cards are enclosed.
Brand New: Returned merchandise will be deemed brand new, if the above is true, and the factory seal is 100% intact and not compromised.
Unacceptable: Returned merchandise will be deemed unacceptable if packing materials, warranty cards, accessories, and/or the original manufacturer’s packaging are not included.
If the product itself shows wear and tear, or is damaged in any way, the condition will be assigned as unacceptable. Unacceptable condition of product returns will be sent back to the customer, and no return, exchange, or refund will be valid.
Returned merchandise is subject to a minimum 15% restocking fee. If an item is not sent back in the same condition it was originally shipped, an additional fee may apply.
RETURN SHIPPING
Shipping, handling, and insurance charges are not refundable for any returns of product The customer is responsible for returning and shipping the merchandise to Executive Color Systems
Non-Returnable Items
Opened software products or download codes
Opened memory cards and blank media
Opened consumables, such as printer ink
All electronic parts including all circuit boards hard drives.
Special Ordered Items - Return Policy
Special Ordered items purchases are special orders and can only be cancelled prior to shipment of the item. Customers may not cancel Special Ordered item order that is already in route or has a pickup manifest.
If there is concealed damage, it must be reported within 48 hours of receipt. Reports outside this window are not able to be claimed. For a damage claim, please follow these exact steps below:
Step 1
-Send email photos of the damage (including the package and actual item) as well as your best contact phone number.
-We can be reached at (212)302-3555, or [email protected]. Please include your order number as a reference.
Step 2
-Retain ALL product packaging, including the shipping container.
Step 3
-Look for an email from us with an estimated time/date for your item to be retrieved by the carrier, with a prepaid call tag.
Step 4
-Send us a confirmation of pickup so we can expedite the process.
Step 5
-In the unlikely event the carrier is unable to reach you for pickup, please reach out to us so we can have the carrier make another attempt.
The vast majority of our shipments arrive safely, and these are rare occurrences. Following the above protocol allows for the fastest processing of your return.
If you are refusing the delivery of the a special ordered item and it is undamaged, you are responsible for the shipping, handling, and insurance charges on the round trip. (Back and Forth)
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Printer / Copier Return Policy
Return for Exchange:
We can issue you an RMA number for an exchange of another new printer. Your printer must be returned to us in like new condition, with no scuffs or dents, and sent in the original manufacturer's packaging inclusive of all factory included accessories, manuals and cables.
***Please REMOVE YOUR INK CARTRIDGES and keep them. Your brand new, never used printer which will be mailed to you in exchange of the defective unit, will not include additional ink / toner. We test all printers upon return to us. All printers which are not defective will be shipped back to you.
In the event your printer is mailed back to us with used ink / toner, we will remove the sealed toner from the replacement, and include your previously purchased toner in the return package.
Printer / Copier Return for Refund
We can issue you a Return Merchandise Authorization (RMA) number for a refund. Your printer/copier must be returned to us in like new condition, with no scuffs or dents, and sent in the original manufacturer's packaging inclusive of all factory included accessories, manuals and cables. All printers/copiers are subject to a minimum 15% restocking fee. Ink and toner which is opened is nonrefundable.
Returns for a refund will be for the item price, less shipping incurred, replacement ink, and our posted restocking fee. We recommend you RETAIN YOUR INK CARTRIDGES for your next printer. In the event your printer is mailed back with used ink / toner, we will email you to see if you would like it returned. If you decide you do not want it returned, we will discard it.
All returns take 3-5 business days to process once they arrive to our facility.