I. Timedox Return Policy
Two Year Limited Warranty
If the item is defective after a period of usage but still within the warranty time (no physical damage, no human-made damage), please contact our technical support team and describe the case. The defective item must be forwarded to our factory for repair. All shipping costs incurred regarding packages subject for repairs will be handled by the customer.
Two Year Limited Warranty Replacement Option
If during the time of repair, the customer needs one or more clocks to conduct business, they have the option of a one-time purchase of a replacement device at 20% of the list price plus shipping fees. If the defective equipment is not returned within 10 days, the customer will be charged the difference of the full retail value. All shipping costs incurred regarding packages subject for replacement will be handled by the customer.
All hardware purchased directly from Timedox comes with a 30-day return policy. Within 30 days of receipt of an order, you may return products purchased directly from Timedox for a refund minus a 15% restocking fee. The software is non-refundable. All returned items must be in like-new condition, securely packed for shipment with the original box placed within a double box or packing slip or bag, with all accessories, manuals and or plastic holders’ cables and CDs if included, and sent to Timedox warehouse with a Return Merchandise Authorization (RMA) Number. Please contact our customer service department for a Return Merchandise Authorization Number. RMA Numbers will not be issued on products purchased more than 30 days prior. We will not accept any shipments without a valid RMA number clearly labeled on the outside of the box. There is a restocking fee associated with all returns with the request of a refund; this is no more than a 15% charge. Shipping fees, in this case, are non-refundable as well and are to be handled solely by the customer. The software is non-refundable. Defective items are handled on a case-to-case basis. This charge is to cover the processing fees, handling fees, and costs associated with the replacement, processing, and execution of the order. All costs incurred regarding packages subject to return shipping will be handled by the customer. We strongly request that you certify all shipments and obtain a tracking number, as Timedox is not responsible for shipments previous to acceptance and arrival at our warehouse. Products that have not been purchased directly from Timedox are subject to the return policies of the reseller or distributor. Please consult with your reseller or distributor concerning its return/refund policies and procedures.
II. Damaged or Defective Product Handling
Products that arrive damaged should be refused by the recipient and accepted back by the carrier attempting to make the delivery. If a product that has visible damage is accepted, the recipient and the carrier must document the visible damage in order for a damage claim to be filed. Timedox must be notified within 2 business days of customer receipt of a visibly damaged product, and the product must be saved and kept in the original condition in which it was received. In order to receive a replacement product, the recipient must send to Timedox the following documents, postmarked within 5 business days of receipt of the product: a copy of the damage notification document from the carrier and the signature of the receiver. Follow the written Return Procedures that follow.
III. Repairs and Replacements
After 30 days of a unit purchase, all shipping costs incurred regarding packages subject for repairs or replacement will be handled by the customer.
Defective on Arrival or Defective Product Returns
Resellers or consumers bear sole responsibility to notify Timedox of any product that they receive that is defective on arrival (e.g., the product has no power). Notification must be made within 5 days of receipt of the product. Timedox requires that all Defective on Arrival products be returned directly for replacement. Defective on Arrival products must be unused and returned in the product’s original state. Follow the written Return Procedures.
IV. Product Acceptance Policy
• All returned product that does not meet the following criteria will not be accepted for refund and will be returned to customer or reseller.
• No refunds or exchanges will be issued on products that are not directly purchased from Timedox
• Defective on arrival product must be returned unused in its original box with all accessories in the packing unused.
• All products returned to Timedox for monetary refunds must have been purchased directly from Timedox, and must be accompanied by a Return Merchandise Authorization (RMA) Number (contact customer service to obtain an RMA Number) and proof of purchase, and be in the original packaging, including all materials pertaining to the product, such as the cables, manuals, power cords, power supplies, software, etc.
• Products must be absent of visible markings, such as pen ink, labels, Velcro, magic marker, stickers, paint, oils and grease, glue, tape, etc.
• Products must be absent of physical damage, such as scratches, cracks, chips, tears, dents, compressions, etc.
• All product must have a Return Merchandise Number (RMA)
• After issuance of a valid RMA Number, the product must be returned within 10 days or the product will be refused.
V. Return Procedures
• Contact a Timedox customer service representative to obtain a Return Merchandise Authorization (RMA) Number by calling customer service at 800-818-2398.
• The product must be returned within 14 days of receiving the Return Merchandise Authorization (RMA) Include the RMA Number with the returned product. Clearly label the carton with the RMA Number on the Outside. No refunds or replacements will be issued without an RMA number.
• These terms and conditions must be read and signed at the bottom, including a detailed explanation for the reason of the return and returned to general@timedox.us and include a copy of this agreement within the return as well.
• All product returns to Timedox must be accompanied by proof or purchase, such as the original purchase receipt, invoice, copy of the order or an emailed version of these confirmations.
• All products returned to Timedox for monetary refunds must have been purchased directly from Timedox, and must be accompanied by a Return Merchandise Authorization (RMA) Number (contact customer service to obtain an RMA Number) and proof of purchase, and be in the original packaging, including all materials pertaining to the product, such as the cables, manuals, power cords, power supplies, software, etc.
• Products must be secured properly for shipping in original box and secured within an additional double box and packed appropriately. When shipping, includes all accessories, cables, plastic parts and CDs, manuals. If you have any questions on packing procedures, please contact customer service for guidelines. Items returned with missing accessories are subject to higher restocking fees.
VI. Fees for Missing or Damaged Items
• Missing or damaged items will be deducted from the total price of the refund, in addition to the 15% restocking fee.
• Devices returned with scratches can be subject to a reduction of 35% or more from the refund.
• Power Adapter 12V = $11.00, 5V = $7.00
• Wall Bracket = $8.70
• Box and Protectors = $8.90
• Cable Network = $3.70
