30-Day Satisfaction Guarantee
The quality of our products and your satisfaction is guaranteed. You may return or exchange eligible items within 30 days of the delivery date, subject to the conditions listed below.
How do I return a product?
Step 1 - Request an RMA # (Return Merchandise Authorization Number) by phone, email, or chat
Call 1.484.218.5888 Email firstname.lastname@example.org Chat xxxxx
Step 2 - Pack Carefully
Please secure all returns and exchanges in the original manufacturer's packaging and box with all accessories and manuals. We recommend double-boxing your return by securing the manufacturer's box inside another box designed for shipping. A safely packaged and complete return is less likely to incur a restocking fee. Remove or cover any old shipping labels on the shipping box.
Step 3 - Ship the item back to us
Please ship your return to the address provided with your RMA#. We recommend using an insured and trackable shipping method, as we cannot be responsible for anything lost or damaged on its way back to us. If you received a shipping label with your RMA#, affix it to the outside of your shipping box and drop it off at the designated drop-off center. The customer is responsible for the return shipping fee. After your return is received, we'll refund your original payment method (less any restocking fees). Refunds are issued within three days of return. Please allow up to two billing cycles for the refund credit. Shipping fees are non-refundable.
What if I want to exchange my product?
When contacting us, please indicate that you would like your product exchanged instead of receiving a refund. If you choose a product of a lesser value, you will receive a partial refund, less applicable shipping and return costs. If you exchange your product for a higher value, you will be charged the difference between your refund amount, less shipping and return costs, and the new item(s) cost.
What if my product is defective?
Eligible products deemed defective or DOA (Dead on Arrival) during our 30-day guarantee may be exchanged for a new, working unit.
What if my product is damaged?
If your product arrives damaged, please call us right away at 1.484.218.588. Shipping damage must be reported within two business days of delivery to ensure a replacement or refund can be issued. To learn more about our shipping policy, click here.
Please read the conditions below. If conditions are not met, Chester Springs AV reserves the right to refuse or to charge up to a 25% restocking fee. The original manufacturer's packaging must be undamaged, both inside and outside. Returns must include all manuals, cables, blank warranty cards, static bags, etc. Chester Springs AV reserves the right to either reject the return and ship it back to the customer or charge for the missing items/parts or damaged product box. New sealed products are entitled to a full refund.
If an item is DOA (Dead on Arrival), a replacement will be sent before the DOA’s return. We will charge you for the replacement product and credit your account when Chester Springs AV receives the DOA item. You will not be charged shipping fees when you return the defective and replacement items. The original manufacturer's packaging must be undamaged, both inside and outside. Returns must include all manuals, cables, blank warranty cards, static bags, etc. The package should be just as the customer received it. Chester Springs AV reserves the right to either reject the return and ship it back to the customer or charge for the missing items/parts or damaged product box. If the product is determined to be DOA after 30 days of receipt, please Refer to the Manufacturer's Warranty and Returns Policies.
All returns within 30 days from delivery may be charged up to a 25% restocking fee and issued a credit back to the original form of payment. A partial refund may be given, or the return may be refused in the event merchandise is not returned in its original condition or packaging, was previously installed, is missing parts, cables cut or terminated, has a missing or different serial number from the one shipped, or is damaged during return shipment due to improper packing.
Final Sale & Non-returnable items: All special orders, custom orders, and final sale merchandise are non-returnable.
Refused Shipments: Packages refused for any reason other than shipping damages will be subject to return fees.
Canceled Orders: Once an order is pulled for shipping, it cannot be canceled. Please call us at 1_484_218_588 to request an RMA# to return your order. If you refuse your package for any reason other than shipping damages, you will be subject to paying the product's shipping price both ways.