Refund policy
General Policy Overview
- Timeframe for Returns: The allowable period for returns is within 15 days of purchase.
- Eligibility: All items in original condition, with all packaging, accessories, and documentation, are eligible for return.
Fees and Deductions
- Restocking Fee: A restocking fee of 20% will be applied to cover inspection, repackaging, and administrative costs.
- Non-Refundable Items: Shipping, injections, and custom-configured terminals (baseline, downloads, etc.) will not be refunded.
Shipping and Handling
- Customer Responsibility: The customer is responsible for return shipping costs.
- Condition of Return: Items must be securely packaged to avoid damage during transit.
Refund Process
- Processing Time: Refunds typically take 5-7 business days after receiving to product.
- Refund Method: Refund will be issued using the original payment method.
Exchange Policy
- Exchange Eligibility: If any unit has a defect covered under the warranty within the first 30 days, we will exchange the unit at no additional cost. We will also include a call tag to return the defective unit. After the unit is inspected, and no defects are found, the customer is responsible for shipping charges, and a $15 re-test fee.
Defective or Damaged Products
- Reporting Issues: Email or call to report defective or damaged products. Please include pictures and a description of the issue.
- Replacement Terms: The replacement unit will be shipped within 2 business days if available. If a unit is out of stock, we will ship as soon as we receive new inventory.
Contact Information
- Support Team: To reach our customer support email diane.douglas@theterminalsource.com or call (470) 432-9104.
- Business Hours: Customer support is available from 9am to 4pm EST Monday-Friday excluding all major holidays.