RMA Terms And Conditions

    General Return Policy
    RMA requests must be submitted within 30 days from the date of invoice. RMA requests for Sony products must be made within 14 days of date of invoice. For items more than 30 days from date of invoice, please contact the manufacturer directly. Items that are dead on arrival (DOA) should be reported within 72 hours of receipt. All open software, electronic software and all electronically delivered items, special order items, custom items, consoles, furniture, and all software from Waves, Vocalign, Toolfarm, and  Genarts are non-returnable, but defective items may be replaced or repaired upon manufacturer approval. If your RMA is approved, your RMA number is only valid for 30 days from the date of issue, and only for items originally listed on the RMA request form. No credit, repair, or replacement will be issued for items returned after the RMA has expired, or 30 days from the date of issue. Upon approval, returns may be exchanged or repaired based on the manufacturer’s warranty and/or guidelines.

    Reason for Return
    All information submitted in the RMA request must be complete and accurate, with a clear, detailed description of the reason for return.  Credit will only be issued after all items are received complete, and have been fully inspected based on statements made on the original RMA request. Returns submitted as “Unopened-Not Needed” must be received unopened/factory sealed.

    Return of Goods
    Credit on returns will be subject to the condition of the returned product upon inspection. No merchandise may be returned without prior consent. All returns should be made within 30 days and will only be accepted with a valid RMA number. Clients must sign an RMA receiver form acknowledging any return before credit will be issued.  Any item delivered to Key Code Media or persons employed by Key Code Media without return merchandise approval will be refused.

    Defective Items
    Defective items may not be exchanged for an alternate item. Defective returns will be replaced with the same product or part only. If the product or part is no longer available, we reserve the right to replace the defective item with a comparable item. 

    Restocking Fees
    Eligible returns are subject to a restocking fee not to exceed 20%. This includes cancelled orders and change orders. Some returns may be subject to a higher restocking fee based on the nature of your return and the return policies of our vendors. 

    Custom Orders & Special Orders
    No return will be allowed for special orders or custom made items. This includes consoles and other furniture. All custom orders should be approved in writing before the order is placed. Since custom items are not returnable to our vendors, we cannot be held responsible for the loss.  If there is a manufacturer’s flaw or defect, Key Code Media will work with the vendor to repair or replace the item. We do not allow refunds if the client changes their mind on a special custom order. In the event client reconfigures, reschedules or cancels an order containing special order items, client shall be subject to charges associated with the purchase and return of said items. Costs may include the full cost of these items, shipping fees, and any and all costs, expenses and/or penalties imposed on Key Code Media by vendors for return of goods.

    Open Box Items
    Open box items are sold at reduced prices and are therefore non-returnable, but guaranteed against DOA if reported to us within 72 hours. An exception may be made based on the reason  for requesting a return.

    B-Stock Items
    B-Stock  items are sold at reduced prices and are therefore non-returnable, but guaranteed against DOA if reported to us within 72 hours.  An exception may be made based on the reason  for requesting a return.

    Demo or Used Items
    Demo or used  items are sold at reduced prices and are therefore non-returnable, but guaranteed against DOA if reported to us within 72 hours.  An exception may be made based on the reason  for requesting a return.

    Software Returns
    Returns are not accepted for any software that has been opened and/or registered. Waves, Vocalign, Toolfarm, and Genarts are non-returnable, but defective items may be replaced or repaired upon manufacturer approval.

    Maintenance Contracts
    Software contracts cannot be returned.

    Non-Returnable Items
    All open software, electronic software and all electronically delivered items, special order items, custom items, consoles, furniture, and all software from Waves, Vocalign, Toolfarm, and Genarts are non-returnable, but defective items may be replaced or repaired upon manufacturer approval. Used, open box, demo and B-stock items are non-returnable, but guaranteed against DOA if reported to us within 72 hours.

    Repairs
    Some vendors, such as Apple, do not allow returns or replacements for items that are DOA or have other technical issues.  In these cases, the client is required to work within the policies of our vendors for a reasonable turnaround for repair. Apple customers reporting problems can contact our Apple Technician directly at: 818-303-3900 ext. 3980.

    Non-Refundable Charges
    Service fees will apply for credit card reimbursement. Shipping fees are not covered by return merchandise authorization. Service, installation, and maintenance contract charges are also non-refundable.

    Physical Condition of Returned Items
    All returned items must be restored to original packaging, and include all original parts and materials. Physical damage or modification to any item or alteration of labels, serial number, or retail box UPC code also voids warranty. All monitor & speaker mounts must be returned in new, unused condition.

     

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