Viewgate DVR-RMA

Viewgate DVR Inc. Return Merchandise Authorization (RMA)
Policy and Procedures

RMA Return Policy

• Viewgate DVR Inc. reserves the right to repair, replace or credit, subject to verification of parts being defective and originally purchased from Viewgate DVR Inc., under any circumstances.

• Viewgate DVR Inc. will not warranty products which are misused, mishandled, improperly protected from static, damaged, repaired by unauthorized personnel or company, have broken warranty seals, or have been improperly installed, or used in a manner which they were not intended.

• DOA (dead on arrival) parts, or any shipping discrepancies, must be reported to Viewgate DVR Inc. within 3 days from the date of purchase.

• Products returned for credit under cancellation of order by customer, or for exchange are subject to a 20% re-stocking charge. Alternatively, said items may be purchased at cost or fair market value within 3 days of purchase (date of invoice). Viewgate DVR Inc. reserves the option to credit, repurchase, or exchange such products under any circumstance. All returned products must be new, unused and in original, unopened packaging.

• Viewgate DVR Inc. will not accept any returned products without a valid RMA number, which must be clearly marked on the outside of the shipping package. All returned products must be pre-paid by the sender and shipped expedited. Ground shippments will not be accepted.

• No-cross-shipments will be allowed, unless prior written consent is received from Viewgate DVR Inc. for the shipment in question.

• Viewgate DVR Inc. will make a concerted effort to serve its customers on all returned products within a reasonable turn-around time. However, this may vary due to unforeseen circumstances.

• RMA requests that are incomplete will not be granted.

• All RMA numbers issued by Viewgate DVR Inc. are valid for 7 business days. If products are not returned within 7 business days, a new RMA number must be applied for.

• All special-order/custom products can not be returned or refunded, unless otherwise agreed by Viewgate DVR Inc.

• Incompatibility is not considered a functional problem, and will not be an acceptable reason when applying for an RMA.

• Viewgate DVR Inc. will prepay the shipping cost of replacement products, returned to the customer under a valid RMA, or ship said product with the customer’s next order; whichever is earliest.

• If no fault is found with products returned to Viewgate DVR Inc., they will be sent back to the customer via freight collect.

RMA PROCEDURE

1. Speak directly with authorized support/service technician, so they may determine the status of your product.

2. If the product is faulty, the support technician will issue an"RMA (Return Merchandise Authorization) number".

3. Upon receipt of the RMA number, please complete RMA request form, posted on the website (in the RMA section) and include the assigned RMA number on that form.

4. Place product and RMA request form into a well-packaged box with all necessary
accessories and parts included with original shipment. Please make sure to include the
RMA number on the outside of the package being returned.

Note: Products missing accessories or parts will be returned in the same way. If you require new accessories please contact sales and let them know. Customers will be billed for additional or new accessories required.

5. Ship product back to:

United States Customers:

Viewgate DVR USA
Suite 105, 275 Cooper Ave
Tonawanda, NY
14150 USA
Toll Free : 1-866-843-6865
Local : (716) 877-7277
Fax: 1-866-331-3341
With the RMA number(s) CLEARLY marked on the boxes.

Canadian Customers:

Viewgate DVR Inc
351 Ferrier Street, Unit #5
Markham, ON
L3R 5Z2
Toll Free : 1-866-843-6865
Local : (416) 410-6865
Fax: 1-866-331-3341
With the RMA number(s) CLEARLY marked on the boxes.

Please Note:
• If we receive any packages that do not have an authorized RMA number, it will be refused.
• No product will be accepted on our account without written authorization prior to shipping.

Discrepancy and Loss / Damage of shipments
• Customers are required to call Viewgate DVR Inc. within 3 days of purchase in the event of any lost or damaged shipments.

Customers must fill out our RMA application form, which is available from Viewgate DVR Inc., by going to the website at www.viewgatedvr.com and clicking on the RMA link located at the bottom of the website. Please make sure that all information is completed, before submitting the form.

• Ensure that all products being returned are well packed in anti-static bags and other appropriate packaging to avoid further damages incurred during shipment.

RMA Request Form