The Customer Service Department at PSSAV can be contacted directly through our toll-free number, 1-888-525-6696. Contact our Customer Service Department to obtain an RMA number, ask questions about the information below, or to obtain help with a freight discrepancy.
At PSSAV, our goal is to ensure your total satisfaction with your purchase. If you are not satisfied with your purchase, you can return it to PSSAV within 30 days of the purchase date. Restock fees may apply. Details and some exceptions are detailed below.
Claims for missing items, or items damaged in transit, must be received within 5 business days of receipt of merchandise. Some restrictions apply.
Requests for DOA (Dead On Arrival) Return Authorization numbers must be made within 10 days from the invoice date. Any product returned as DOA, and subsequently found not to be defective, will be returned to the customer with outbound shipping costs to be paid by the customer, or a 25% restocking fee will be assessed. DOA product must be returned in the original manufacturer’s box and packaging, with all peripherals and accessories intact. Different terms and conditions may apply to DOA returns based on certain manufacturer’s specific terms and conditions.
If you have a product that is damaged by a carrier or lost in transit, or you have an incomplete shipment from PSSAV, you must contact the Customer Service Department. No matter what the condition of the product is, you must sign for the shipment and note any discrepancies/exceptions on the carrier’s Delivery Receipt. FAILURE TO NOTE ANY DISCREPANCIES FOR A SHIPMENT MAY CAUSE YOUR CLAIM TO BE DENIED.
Requests to research a Freight Discrepancy must be made within 10 days from the invoice date. If they are requested past 10 days, we will be unable to honor your request. Some carriers limit the time we can report a Freight Claim to them; therefore, some freight issues may have additional time restrictions.
When reporting a discrepancy, you must include the following information:
When returned, a technician will check the product(s) and note its condition.
Note when the product was sent back, who sent it back, and any other information that might prove useful if discrepancies arise. Keep a copy of your Return Authorization packing slip with your RMA number noted. All credit memos reference this number. If you have a dispute, please notify Customer Service immediately. Verify any fees when receiving your RMA number. Although we strive to ship all orders correctly the first time, mis-shipments may occur. If you receive an item you did not order, it may be returned to PSSAV at no charge.
A PSSAV invoice number is required to obtain an RMA number. Requests for RMA numbers due to PSSAV errors must be made within 10 days of the invoice date or it will not be authorized. If requested, PSSAV will replace the mis-shipped product. In addition, a Shipment Call Tag will be issued to pick up mis-shipped product from your location. Returns due to a PSSAV error may still be requested after 10 days past the invoice date, however, different terms and conditions will apply.
If there is a question regarding the approval or condition of a return, PSSAV will refer to the manufacturer’s return policy and follow their guidelines. Projector lamps, that have been opened, are non-returnable per industry-wide standards. “Custom” products, such as screens ordered in a custom size, may not be returnable. Projector Mounts, Cables, and accessories have a 30-day return policy. All product returns require a Return Authorization number and a restock fee, up to a 25% of the purchase price, may apply. Original shipping charges are not refundable. Terms are subject to change without notice. All returns require a Return Authorization number. Returns made without prior Return Authorization will not be processed.
Please notify your customer about these requirements, in writing, when you send the approval!!
Please consider “like new condition”, to be the same condition the item was originally shipped in. Products sold as “open box” or “re-conditioned” must be returned to PSSAV in the same condition, and in the same packaging, the client originally received the item in.