1.- In the case that a product does not comply with the proper use mentioned in the instruction manual, in the most recent EPCOM catalog or on the website www.epcom.net, EPCOM will process the return following the return policy mentioned below. We suggest to keep the original boxes for all equipment for at least 2 months from the purchase date.
2.- We also suggest to all our customers to follow the below steps:
a. After exhausting your knowledge in the use or installation of the equipment, and
b. After reading the installation and/or operations manual, and
c. Have tested the equipment and parts in another similar site,
d. Then contact our engineering and support team for troubleshoot at 915-533-5119 and as for a support engineer.
3.- If in the case that the EPCOM’s engineering support team was not able to detect the problem he/she will provide an RMA number so that we may receive the non-functioning merchandise.
a. The support engineer should provide you with the following: RMA number, address where to mail the damaged goods to.
b. Please make sure you only send the parts the support engineer asks for. Do not send power cords or other accessories unless the support engineer asks you to.
c. Please try to place the item in the original boxes. Do not make notes or place stickers. All se we need is the RMA number in a separate sheet of paper included with the merchandise. If you are returning domes style cameras please take the proper precautions to protect the glass for scratches using cardboard and shipping each dome individually in a single box. Be very careful when shipping batteries. These need to be shipped without charge and with the electric terminals well protected with tape or cardboard to avoid friction while in transit. If the battery contains acid please remove it before shipping. Always avoid shipping batteries with acid. They are very dangerous and transportation companies can refuse to ship them.
d. Please add a written report in the inside of the package using your words to best describe the problem and include the RMA number given to you by the support engineer.
e. Include all items in an additional protective box, label “FRAGILE” and ship to the address given to you by the support engineer. EPCOM has several service centers and in order to serve you faster we ask the support engineer to provide you the nearest address to mail the damaged goods to.
f. The customer claiming the damages on the merchandise is responsible for the shipping costs to the support lab. EPCOM will pay the shipping back to you, the purchaser.
4.- To better serve you please email us the following information to: [email protected]:
a. Tracking number
b. Shipping company used
c. If you need a return delivery to a business or residence
d. ETA for delivery at EPCOM
e. RMA number
5.- EPCOM’s support team should get back to you in 7 days. In the unfortunate case that the product no longer has a valid warranty the support team will inform you and why during those same 7 days.
6.- The warranty period for factory defects in products that EPCOM sells is one year from the date of sale. Some products have a three year warranty, and others up to 5 years. This is better clarified in our printed catalogs and website www.epcom.net. If the equipment was sold as used, the warranty policy changes as so:
a. A* Classification: Same warranty as if new.
b. B* Classification: 1 year from sale date
c. C* Classification: A guarantee that it is in working conditions and warranty for 6 months.
d. D* Classification and Outlet/clearance: No warranty is available, returns are not accepted, and technical support is very limited.
Warranties for batteries are considered based on the life indicated by the manufacturer.
Warranties on articles like light bulbs, strobes, spare parts, and circuit boards have a one month warranty from date of sale.
The hard drives in digital equipment have a one year warranty
7.- It is the customer’s responsibility to have equipment information backed up before sending your damaged equipment. EPCOM cannot be held responsible for loss of information such as, frequencies, programs, licenses, drivers, and/or other information.
8.- EPCOM’s return policy is limited by the following conditions:
a. When the equipment no longer has the brand labels, model or series numbers and we are not able to track it back to the sale date.
b. In the case that the equipment shows (external or internal) improper use from the optimal conditions. These can include but are not limited to: bangs, burns, missing plates, internal humidity, and abnormal items that the support engineers determine may affect the health of EPCOM employees.
c. When the equipment is received in the support lab turns out to be missing the information requested on section: 3 sub C. as listed in this document above.
d. When the software used has manufacturer restrictions by the vendor
e. When the equipment does not appear in the updated EPCOM catalog or website
f. If the equipment was shipped outside the continental United States the warranty will be looked at in a case by case basis.
9.- The warranty consists of a repair or a free exchange for equipment in the same conditions the item was bought for. It is recommended that the receipt of the repaired equipment, before the installation, it be tested under the same but controlled conditions the first item was sent to repairs for.
10.- EPCOM does not program nor deprogram equipment; we also do not analyze or process video/audio from hard drives. EPCOM does not have a password to read programs, frequencies, videos, etc. This is the customer’s responsibility. The equipment comes protected, and we limit inspection to a simple test mode.
11.- Products sent to the EPCOM support lab that is determined that is not covered under warranty will be quoted to the customer. If no answer is given by the 8th business day the equipment will be sent back to the customer. If the customer accepted the repair charge and it is not paid in 30 days from the acceptance date, EPCOM holds the right to sell the refurbished equipment elsewhere EPCOM reserves the right to act over these points after attempting reaching out to the customer via email or fax.
12.- EPCOM reserves the right to supply equipment before the faulty one is received.
Suggestions so that equipment keeps their warranty:
- It is important that the equipment be installed in an environment that complies with the recommendations from the manufacturers.
- Complete a revision every 6 months that includes:
o Internal and external cleaning
o Check that the power sources are at an optimum level. (Include connections to positive, ground, battery charges, etc…)
o Check the quality of the connectors, and eliminate the humidity that these may have.
o Adjust screws
Restrictions on return of merchandise:
1. We do not accept returns on cable that has been cut
2. We do not accept returns on software
3. We do not accept returns on merchandise sold 45 days past the invoice date
4. We do not return cash. All returns are on a form of a credit to the account used for future purchases.
5. If a return is applied a min. charge of 3% plus a classification charge on the merchandise will be discounted from the final credit amount.
6. Special orders do not qualify for a return.
7. We do not accept returns on spare parts
8. We do not accept returns without authorization from the support engineer that he/she was not able to fix the issue over the phone. Please call before attempting to return a product.
VERY IMPORTANT NOTE:
If at receiving the merchandise the packing is in bad shape due to the mishandling of the transportation company do not accept the package. If possible take photos and report the problem with the EPCOM’s customer service group at: [email protected]. If you accept the merchandise it is considered “delivered in good form.”