This RMA policy is intended solely for products sold by SECURITY FIRST, LLC. to customers. Products purchased through other sources (ex. factory, importer, distributor) may be eligible for this policy upon written confirmation by a representative of SECURITY FIRST.
RETURN OF ITEMS
In order to return an item, you must first obtain an RMA number. To obtain an RMA number you must provide: 1) SECURITY FIRST's invoice number and date, 2) Product model and serial number. Any product returned to SECURITY FIRST must be complete and in original condition (including all original documentation, manuals, parts, diskettes, packaging, cables, etc.)
CREDITS/EXCHANGES
Returns are for repair or replacement only, and entirely at the sole discretion of SECURITY FIRST. Except as outlined below, credits and exchanges are not allowed. If requested within fifteen (15) days of the SECURITY FIRST Invoice date, a credit or exchange may be issued for purchases of given product. All credits will be based upon the current selling price of the returned item(s). If a return is approved, a 15% restocking fee/handling charge (20% for special order items), based on current pricing, will be applied to credits and exchanges beyond the above period and on those not following the procedures outlined in this policy. *Any item with a broken manufacture's packaging seal is subject to a 15% restocking fee. All special order items are subject to a 20% restocking. *All returned assembled systems are subject to a 15% restocking/testing fee. *Assembly and labor fees are non-refundable.
SHIPPING/SERVICE LOCATION
SECURITY FIRST maintains an in-house (SECURITY FIRST's office) warranty service policy. Whether via a faulty product or SECURITY FIRST error, it is the sole responsibility of the purchaser to return the item to be serviced to the SECURITY FIRST office where the product was purchased or to a pre-approved authorized service repair center. All RMA items must be shipped FREIGHT PREPAID, with the RMA number prominently displayed on the package. Shipments not meeting ALL the above conditions are subject to handling charges by SECURITY FIRST.
SECURITY FIRST SHALL PAY THE SHIPPING COSTS TO RETURN REPAIRED OR REPLACEMENT ITEMS TO THE PURCHASER, provided the following conditions are met: (1) items were originally purchased from SECURITY FIRST, (2) items are still under warranty, and (3) items are confirmed to be defective. Shipping and handling charges shall be assessed for products received which are: (1) not defective, (2) counterfeit items, OR (3) another company's brand. Such products shall be refused or shipped back to Purchaser COD. If help is needed in distinguishing genuine SECURITY FIRST's products from substituted ones, please contact SECURITY FIRST's Technical Support Department. Replacements will be shipped back by UPS ground prepaid. Any other methods will be charged accordingly.
REPAIR SCHEDULE
Repairs shall be made within fifteen (15) days from date of receipt, twenty (20) days (OR MORE) for shipments exceeding fifty (50) pieces. A replacement item will be shipped if the product cannot be repaired within the time allotted.
WARRANTY PERIOD
When purchased from SECURITY FIRST, LLC., products are warranted free from defect in material and workmanship for twelve months from the SECURITY FIRST invoice date. This covers parts and labor required to repair or replace such product. For more information, see SECURITY FIRST's Limited Warranty. Repaired items, whether customer original or SECURITY FIRST replacement for same, are warranted for the remainder of the original of the original warranty period. SECURITY FIRST also performs out-of-warranty repairs for most products. Please call our RMA Department for current information on pricing and availability.
CHARGES
Any merchandise returned for replacement that are not defective are subject to a service charge and will be returned freight collect. Any claims for loss or damage in shipments must be made to the shipping carrier directly. Claims for shipping errors should be reported to SECURITY FIRST Technical immediately upon receipt of merchandise. Please check with RMA Department for current shipping, handling, restocking, and out-of-warranty repair charges.