It’s a fact of life in e-commerce – product returns are inevitable. We want to make the process both easy and fair. Understanding the “rules of the road” help us in properly setting, and then meeting, your own expectations of us.
Policies applicable to all returns:
- If you receive an shipment that has visible damage to the exterior packaging, we recommend you refuse the shipment to have it returned to Safe-Card ID automatically by the carrier, and notify us immediately by phone or email. A replacement will be provided at no cost to you. If you otherwise receive a defective or damaged product, contact Safe-Card ID Services immediately for assistance with replacement.
- All returns require a returned-merchandise authorization (“RMA”), issued by Safe-Card ID Services. Customers can obtain a RMA by calling us toll-free at +1 888.485.4696, or at +1 704.535.5200, or via email: safecard@safecardid.com.
- RMA’s will not be issued and returns will not be accepted when return requests are received more than 30-days from original order delivery to customer.
- LICENSED SOFTWARE PRODUCTS ARE NOT ELIGIBLE FOR RETURN OR REFUND FOR ANY REASON. All licensed software sold by Safe-Card ID Services are available in trial or demonstration versions, which can be used for functional assessment prior to committing to a license purchase. Customer is therefore responsible to ensure the correct software product and edition is selected before committing to any purchase.
- Custom-order items, including proximity access cards or devices, custom printed cards, or custom produced lanyards, badge-reels, or similar, are not refundable, except in the instance of fulfillment error by Safe-Card ID Services.
- Authorized returns must be received by Safe-Card ID within 15 days of RMA issuance or the RMA is cancelled. Additional RMA numbers will not be provided for customer’s failure to return items timely.
- Return shipments must use trackable shipping methods, so as to establish proof of delivery.
Additional policies for seller-faulted returns:
Face it – everyone make mistakes, and we’re no exception. We also deal in electronic items that, on rare occasion, will incur damage during shipment or don’t work when received. In the event we make an error in fulfilling your order, or an item doesn’t work as it should, we will make it right. If there’s such a problem with your order, here’s what to do, and what to expect:
- Contact us immediately by phone (+1 888.485.4696 or +1 704.535.5200), or by email (safecard@safecardid.com).
- If a return of any sort is required, we’ll issue a RMA, and provide you with a pre-paid shipping label by email. We’ll even arrange for a pickup from the shipping carrier in the event you require it.
- If we need to ship additional or corrected product to you, we will do so right away on in-stock items, and will use expedited procurement and/or product drop-shipping in the event an item is not in stock. You will not have to pay any extra product costs or shipping costs, beyond the correct charges for your original order.
Additional policies for discretionary returns:
Returns that are requested due to customer preference or error, or are otherwise discretionary on the part of the customer, are subject to the following additional terms:
- Discretionary product returns are subject to restocking fees of 20% when items are returned in new/original condition, or up to the full cost of the product otherwise. For other-than-new condition returns, the actual restocking fee assessed will depend on the condition of items as returned.
- Products returned must be unopened, unused, and in factory-sealed packaging, and include any and all ancillary items originally included, such as documentation, manuals, or registration cards. Returns not meeting these requirements will be assessed additional re-stocking fees, up to the full value of the item(s) returned.
- Original and return shipping costs are the responsibility of the customer, and are not refundable. Safe-Card ID Services cannot be responsible for return shipments that do not arrive at Safe-Card ID Services, or for products that are damaged in transit. Therefore, customer should choose a shipping carrier (i.e. – FedEx, UPS or USPS) that can provide tracking through to delivery, and should also consider signature confirmed delivery and contents insurance. Claims for lost or damaged return shipments must be filed by customer.
Return Procedures:
- Pack items securely to ensure no damage will occur during return shipment. Most carriers require electronic items to have at least 2″ of padding material on ALL sides of the item to be eligible for an insurance claim in the event of damage in transit.
- All original packaging, including instructions, CDs, cables, power supplies, cords, etc., must be returned unopened and undamaged. Product must be received as new, unused, and in factory sealed packaging.
- Clearly indicate the RMA number on both the shipping label, and on a separate piece of letterhead enclosed with your returned product. DO NOT MAKE ANY PERMANENT MARKINGS ON SHIPPING BOXES, PRODUCT PACKAGING. OR THE PRODUCT ITSELF, OR ANY REFUND MAY BE REDUCED OR DENIED.
- Our return shipping address is:
Safe-Card ID Services
attn: RMA #__________
7621 Little Ave., Suite 214
Charlotte, NC 28226
USA - After receipt and inspection, a credit will be issued, typically using the same method as the original payment was received.