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Request Date: 3/23/2017
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RMA Terms and conditions

1.  RMA numbers (Return Material Authorization) is required for every return. 
2.  RMA numbers will be valid only for a period of 30 days from the creation date.
3.  The RMA number should be visibly mentioned on the documentation accompanying the return. 
4.  ScanSource does not accept returns of special orders, printheads, barcode media and software.
5.  Any problem with a shipment must be reported within 15 days from invoicing date.
6.  ScanSource will not accept returns which are not meeting the below requirements: 
    • All products must be complete, which mean that they must be returned with all accessories and parts originally included.  
    • All products should be returned in pristine conditions without signs of usage or being used. All products must be clean and without scratches or usage marks of any kind. Do not write on the box.
    • No damage products will be accepted. 
    • All products must be returned with a valid and visible RMA number.  
    • All DOA products tested and confirmed as being functioning materials will be refused.  
    • All products received after 30 days after the RMA creation date will be refused. 
7.  Our customers and partners are responsible to inform the end-users of the ScanSource’s returns policy.
8.  Ours customers and partners can be held responsible for any damage which would change the nature of the product.   
9.  Our customers and partners are responsible for all return and reparations fees.
10. ScanSource does not accept obsolete products returns.
11. To contact our RMA team in Mexico, please find the information below: 
    E-mail: ssmx.rmas@scansource.com  
    Location:
    Calle 4 #27 
    Ind. Alce Blanco, 
    Naucalpan, México, ZC 53370
    Phone #: + 52 55 3640-3500; X3581
12. To contact our RMA team in Miami, please find the information below: 
    E-mail: ssla.rmas@scansource.com 
    Location: 
    1935 NW 87th Ave. 
    Doral, FL   Zip Code 33172 
    Estados Unidos
    Phone: + 1 305-629-6500; X3535


RETURNS

1. ScanSource will not accept open boxes and the box has to be clean and in good conditions; free from any kind of marks, including, seals or shipping labels. The RMA number must be mentioned on the external boxes; every product has to be re-packed. Do not mention the RMA # on the original packaging
2. Products must be send with the original vendor’s packaging. Returns must be include all handbooks, cables, guarantee cards and bags which were included in the original box. 
3. Customers will have 15 days from invoicing date to file a claim for return. 
4. A restocking fee may apply in case of a customer error. 
5. Return will be refused in case of any alteration of the product. 
6. When eligible for credit, the credit memo will only be issued once the products are confirmed to be returned in perfect conditions at the ScanSource offices.
7. Upon receipt of the damaged unit, ScanSource will commit to send the replacement received from the vendor. 
8. The freight charges to return the products are on the customer’s expenses.
9. Each return authorization is subject to a check performed by the ScanSource merchandising team.
10. In case a return is refused by ScanSource, our customer or partner will have to take the freight charges on its expenses. 
11. Restocking fee may apply (25%) for “Special orders” an Customer’s error.
12. Credit will be issue 48 hours after equipment received. 


DOA (Dead on Arrival)


1.   Customers have 30 days from invoice issue date to file a claim for DOA. 
2.   When eligible for credit, the credit memo will only be issued once the products are accepted by the Vendor in exchange of a replacement or credit. 
3.   In regards to DOA for Mexico, an advanced replacement (once having vendor’s approval) unit will be send by ground shipment and freight costs will be covered by ScanSource. Any other customer in Latin America         will have to pay for the freight costs.   
4.   Any damaged shipment will need to be reported within 24 hours after the delivery. In case of a late claim, a request to report a DOA might be rejected. 
5.   Any damaged shipment for Mexico will need to be refused and will need to be reported to Customer Services. 
6.   No DOA will be accepted when the product has been used or even misused by not following the instructions of the vendor. 
7.   The warranty will be voided in case of damage, misuse, scratch or if the fault is provoked by the installation of a third party software or external license. 
8.   In case of an exchange, the distributor will have to wait for the replacement unit sent by the vendor. 


REPAIR UNDER WARRANTY


1.   ScanSource will be the intermediate between the customer and the vendor in case of a warranty repair. 
2.   ScanSource will not open an intern RMA for the warranty repairs.
3.   Once the customer is in touch with the RMA department, ScanSource will request a repair number to the vendor. This number will be communicated to the customer and will be used as tracking reference with the         vendor.  
4.   In Mexico, the costs to send the products to the vendor will be in charge of the customer. The vendor will pay for the return freight costs to the customer. 
5.   In Latin America, the costs to send the product to the vendor will be in charge of the customer. The vendor will pay for the freight within the United States of America. In case the return must be done outside the         USA, the customer will have to pay for any transport costs. 
6.   For NCR items please contact the vendor directly. 


OUTSIDE WARRANTY REPAIR

1.   ScanSource will be the intermediate between the customer and the vendor in case of an outside warranty repair. 
2.   ScanSource will provide a repair number only when the customer accepts the charges for the repair. 
3.   The customer must pay for the repair before the unit being repaired. In case the customer is in pre-paid, a quote will be send to the customer.
4.   The direct shipment to the vendor is the responsibility of the customer. If the vendor doesn’t receive the unit within 30 days after the repair number is created; ScanSource can’t be held responsible.
 


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