Warranty and Return Policy:
Warranty
Gefen Inc. warrants the equipment it manufactures to be free from defects in material and workmanship.
If equipment fails because of such defects and Gefen Inc. is notified within two (2) year from the date of shipment, Gefen Inc. will, at its option, repair or replace the equipment, provided that the equipment has not been subjected to mechanical, electrical, or other abuse or modifications. The two year warranty is only valid on new products purchased as of January 2007. All products purchased before this date still retain their 1 year warranty.
Equipment that fails under conditions other than those covered will be repaired at the current price of parts and labor in effect at the time of repair. Such repairs are warranted for ninety (90) days from the day of reshipment to the Buyer.
This warranty is in lieu of all other warranties expressed or implied, including without limitation, any implied warranty or merchantability or fitness for any particular purpose, all of which are expressly disclaimed.
- Proof of sale may be required in order to claim warranty.
- Customers outside the US are responsible for shipping charges to and from Gefen.
- Copper cables are limited to a 30 day warranty and cables must be in their original condition.
DOA (end user)
Gefen products that are DOA or deemed not working by Gefen support within the first 60 days from product ship date will have free shipping on the replacement order (US only).
Replacement Options
Advanced Replacement:
In order to get an advanced replacement you must be within the 2 year warranty period, and Gefen’s support team needs to deem your product faulty. Once Gefen’s support team deems your product defective, an order for replacement is made and the product and shipping are charged to the customer’s credit card or account. Upon receipt of the defective unit, a credit will be issued against the replacement order minus shipping charges and minus any physical damages.
- If dealer/distributor has stock, the DOA product can be replaced from the distributor stock and the faulty product will be returned for credit.
If an existing unit that has failed has excessive damage, i.e. deep scratches, an advanced replacement may not be the best option due to a charge for physical damages. A better option is to return the faulty unit to Gefen. Once the unit is received, a replacement will be sent out at no cost to the customer.
Replacement Products
- Warranty product replacements do not have to be brand new products, i.e. the distributor warranty replacement to an end user does not guarantee that the replacement product be brand new, just in good condition in a complete and pre-tested package.
- Gefen agrees to provide products in good condition. Once the product is repaired, if needed the metal work will be replaced and new packaging will be provided for the return to the distributor.
- Products returned after repair will appear as new complete products with new packaging and can be sold as new.
Returns for Credit
- All returns must reference an RMA number; packages returned without an RMA number may be refused or lost.
- In order to obtain a full refund (less shipping charges), returns must be requested within 30 days of the initial purchase date from all Gefen authorized distributors.
- In order to receive a credit on copper cables, the cables must be free from any scratches, markings, and neatly coiled.
- All returns requested after 30 days, but no later than 60 days of purchase date are subject to a 15% restocking fee.
- Gefen reserves the right to inspect the products for returned condition and may apply an additional 5% restocking fee for excessive damage or wear of products.
- All returns must include every component originally shipped with the products. Any missing components will have their cost individually deducted from the original purchase amount.
- No returns for credit are allowed after 60 days of purchase date.
Requesting an RMA
Requests should be in writing and the following information is needed to prepare the RMA:
- List of products being returned
- Type of return: warranty repair, non-warranty repair, replacement, credit, stock rotation
- Serial numbers and/or Purchase Order Numbers
- Reason for return: faulty, unwanted item, incorrect part, etc.
Address for return shipments:
Gefen Inc.
Attn: RMA Dept / RMA#
20600 Nordhoff St.
Chatsworth, CA 91311
818-772-9100
Additional Notes for International Returns Products purchased via authorized Gefen Distributor/Dealer
Shipping charges, customs duties & taxes:
- Gefen will only be responsible for the minimum charges as expected from the filing of documents accompanying return shipments.
- Excess charges resulting from errors on the shipper's part will be the responsibility of that shipper.
- Gefen will charge the shipper's credit card or account for the any excess charges.
Shipping Documentation:
- Commercial invoices must explicitly state one the following on each line item being returned:
RETURN FOR WARRANTY REPAIR ONLY
RETURN FOR REPLACEMENT ONLY
RETURN FOR CREDIT
- Values must reflect the discounted value for each item (be lowered per line items).
- Each line item must also state "no onboard memory" for customs purposes.
- Airway bill declared values must match the lowered values found on commercial invoices.
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