Return. If product is returned within 30 days undamaged, we will refund the cost of the product less a restocking (handling and inspection) fee of 15%. Transaction fees (such as Paypal fees) must also be deducted. If damage is found, we will pro-rate the refund in accordance with the cost to repair the unit. If the unit cannot be repaired, then no refund can be issued.
To avoid damage on the return trip, please pack in the same manner as when received, with the same or similar materials. Generally, two complete wraps with the provided bubble wrap (1/2″ bubbles, antistatic) are required around the unit, as well as back fill with the same material until the box is tight. Mercury units must be over-packed (in other words, double-boxed) again, with bubble wrap or similar fill material of 1-2 inches around the internal box. Labor and materials to repair damage resulting from improper packing for the return trip will be deducted from the refund.
Customers who have concerns about which product to purchase, or whether the product is suitable for their application should contact us ahead of purchase. We will work with customers to match the best product to their need. In these cases, it is extremely rare that a customer will have a problem of any kind. If a problem is still encountered, we do accept returns and can apply the credit towards a higher power (or otherwise more suitable) product. We always do our best to assure your success.
Customer assumes responsibility for shipping and handling costs, regardless of reason. Restated: Customer pays for return shipping and handling in all cases, including warranty returns.
Note: If your unit was built or modified as a custom special for you, or is sold as a demo unit at a discount, these are NOT RETURNABLE. Please contact us if you have any issues or questions about this policy.
Cancellation. If you decide to cancel your order, please contact us at 1-833-502-6049 within 24 hours after placing the order. Within that period, transaction fees (credit card or Paypal) will be deducted but otherwise the refund will be in full. Thereafter, a cancellation fee will apply to cover processing costs associated with configuring and preparing the product for shipment. This fee will include a 10% cancellation fee plus the transaction fees (credit card or Paypal, for example).
Lost Product. Our general policy is that the recipient bears responsibility to assure that the product is deliverable to a secure location, by providing accurate delivery information to this secure location. If product is lost or undelivered, we can provide all tracking information so customer can execute a lost item search with the shipper. In rare cases we can sometimes be of assistance, but in all cases the recipient is in a much better position to check with neighbors and others at the delivery location to track down an item–and should.
If the shipper confirms that the delivery is lost and the recipient provides proof of such at the end of the shipper’s investigation, we will provide a replacement product with shipping paid for by the recipient. To avoid fraud, it is against our policy to provide cash refunds for products claimed to be lost.