Return Policy

Return Policy

It is our ultimate goal to provide our customers the best service and support. We want to make sure that all of our customers are 100% satisfied. For direct customer related assistance, please feel free to contact us at:
 

Address: 24 Hammond, Unit F
Irvine, CA 92618, U.S.A.
Telephone: (949) 380-8898 x2
Toll Free: (888) 656-6536 x2
Fax: (949) 380-0888
E-mail: support@xenarc.com

 

If the item is damaged
We make every effort to prevent shipping damages. If your package appears damaged upon receipt, simply REFUSE the shipment. If the shipping company has left and you realize that your package(s) is damaged, immediately contact Customer Service at 1-888-656-6536 or visit http://www.xenarc.com/Customer-Support.html. You must contact Customer Service within 48 hours of receipt of the package. All Damaged Exchanges must be returned double boxed (manufacturers box must be inside of another box designed for shipping) with the RMA # written clearly on the outer box accompanied by a note, explaining why the product is being returned, in the original merchandise box. Exchanges are made for the same model only.

If the item is defective
For the convenience of our valued customers we offer an easy to follow return policy for defective items. Eligible defective products may be returned for an exchange within 30 days from the date your product was delivered. Defective products must be returned with the original box and packaging and with all included materials including, but not limited to manuals and accessories. We reserve the right to charge for all missing materials. All returns/exchanges require a Return Merchandise Authorization Number (RMA#). This will be given by our RMA Department. All Returns/Exchanges must be double boxed (manufacturers box must be inside of another box designed for shipping), with the RMA # written clearly on the outer box accompanied by a note, explaining what is wrong with the item, in the original merchandise box. Please visit https://www.xenarc.com/rma_request.php for instructions on obtaining an RMA #. Beyond the 30 days period, you are still cover by the product's limited warranty. Please visit https://www.xenarc.com/Warranty.html for our warranty policy.

If you don’t like or don’t want an item…
If you are not satisfied with your purchase, you may (after obtaining a Return Merchandise Authorization Number), exchange or return the merchandise for a refund within 30 days of receipt (Less Shipping & Handling Charges). All returned merchandise must be free from damage of any kind, and be in its original factory box with all original packing materials, manuals, accessories, and any other included materials. All open box/clearance merchandise are Final Sale. All Returns/Exchanges require a Return Merchandise Authorization Number (RMA#). Returns without RMA#s will not be accepted. To obtain a Return Merchandise Authorization Number, please follow the instructions at https://www.xenarc.com/rma_request.php. All Returns/Exchanges must be double boxed (manufacturer’s box must be inside of another box designed for shipping) with the RMA # written clearly on the outer box accompanied by a note explaining why the product is being returned in the original merchandise box. There are NO refunds on Special Ordered Products. Refused and Undeliverable Packages: In the event that you refuse your package, you will be subject to paying the full shipping price of the product both ways. In addition, if your package is undeliverable due to incorrect information provided by you the purchaser or any other reason that is not the fault of Xenarcdirect.com, the purchaser is responsible for payment of the full shipping amount. *If the return does not include all original parts, accessories, or is not double boxed, we reserve the right to charge an additional fee for the missing materials.

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