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| Ace Karaoke's Return, Warranty and Technical Support Policy
- Please use our online
RMA Request form to
request a Return Authorization number or you can contact Ace Karaoke's Return
Department at
(626) 820-0670. Any unauthorized return
will not be processed, accepted or refunded.
- Place the return
authorization number clearly on the return label of the shipping carton. We
will not accept any return package without a RMA number.
Once issued, RMA numbers are only valid for 10 business days in which it
must be returned to our facility by. RMA numbers will not be extended or
reissued.
You must contact the manufacturer if you do not return the item within this
time period.
- Include a copy of your
original invoice.
- Include a note explaining
the reason for the return and request for a refund or exchange.
- All returned merchandise must be in
original unaltered condition with all manufacture accessories, manuals and
warranties or we will refuse return.
- Package must be ship in a
brown shipping box with sufficient packing materials, the same way you received
your package.
- We suggest you insure your
return shipment to protect against damage or loss. Ace Karaoke is not
responsible for damaged returns or items lost in transit.
- Shipping charges are non-refundable.
- Ace Karaoke will refuse
collect and postage-due shipments. Please allow 2-3 weeks for your credit to be
processed.
Returning Hardware and Accessories
- Non-Defective Machines,
Microphones and Other Hardware We will gladly issue a refund within 14
days of your receipt less handling & shipping fee. Please contact our return department for RMA#.
Customers will bear all shipping costs for the return of non-defective
hardware. If you received free shipping on your order, you will be charged for
shipping fee at $7 + $1 per pound. All
non-defective returns of hardware will be charged 15% restocking fee per
industry standard. If you received free shipping, we will
assess the shipping charges additionally.
- Exchange Defective Hardware. Please examine
your package immediately upon receipt. Please
send back the defected item within 14 days of receipt, if we determined the
problem is due to manufacturer defect, Ace Karaoke will reimburse your
shipping cost up to $25. Please contact our technical/return department for Return
Authorization number (RA#) and for technical troubleshooting. We will reship you a new unit once we receive your
merchandise. Merchandise initially returned as
defective, whose defect cannot be verified, damaged due to human error, or
intentional destruction will incur a minimum 15% restock
charge as well as any related shipping costs.
- Exchange - All replacement
systems are shipped via UPS Ground. However, customers have the option of
paying for the difference of an expedited shipping method.
- No refunds/exchanges on customized items. (e.g. KOD, Unify System).
Service Only.
Returning Hardware for an Upgrade
- Within 14 days of delivery if you are not satisfied with
the machine and wish to upgrade, please contact our sales department. We
will
apply the full purchase price of your original purchase (excluding shipping
and handling
cost) toward the upgrade. The customer is responsible for all shipping costs
relating to the upgrade. All returns
MUST be in original condition, subject to approval.
Returning Software
- Non-defective software. Due
to copyright laws, we are unable to provide refunds for any opened/unwrapped
software. Within 14 days of your package receiving date, we will accept
returns of unopened software for store credit only. 15% handling fee will be
accessed for the exchange. Please contact our return department for a return
authorization number for the exchange. Customers requesting an exchange will
bear all related shipping costs.
- Wrong Format. If you have questions regarding
software quality or format, please contact us toll free at 1-888-893-7464 before placing your order. It is your responsibility to make sure you have
the correct player for the disc you purchase.
- Defective software. We will
exchange your defective/opened item for another copy of the same item. Up to
$5.00 return shipping costs will be credited if the return is due to a defect
in the software. We recommend
that you send your return via an insured carrier. We are not responsible for
lost returns.
- Incorrect software. If you
receive incorrect software due to our mistake, contact us immediately. Please return the item
unopened, we will send you a replacement or issue a full refund. If you
paid for Next Day Air, 2nd day or 3 Day select, Ace Karaoke will
only refund up to $10.00 of the shipping cost. If you inadvertently opened the
incorrect software, please return the item and we will send you the correct
software. We will credit up to $5.00 for software returns if Ace Karaoke sends
you a product in error or if it is defective. You will not be charged any
additional shipping and handling fees for replacement shipments. Your
replacement will be shipped using the same method you initially selected.
Please contact us and our customer service department will assist you with
your issue.
- Cracked damage CD Jewel Case. If a CD case arrives cracked or damage, please contact us. Our customer
service department will be happy to mail you a replacement case.
Beyond the 14 day Coverage Period
- If your purchase is beyond our 14 day coverage period for
defective hardware, please contact the manufacturer. We can assist you in getting in contact
with the manufacture for service work if needed. Ace Karaoke is not responsible for
any fees
related to shipping costs, repairs, exchanges or refunds.
Manufacturers Contact Information:
You should contact the manufacturer for tech support or to
resolve any issues you may have with your product. Chances are the
problems can be easily resolved without having to send in the unit for repair.
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626-820-0670
