The Customer Service Department at PSSAV can be contacted directly through our toll-free number, 1-888-525-6696, x 217. We offer a variety of services when problems arise with pre- and post-sales. 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, for whatever reason, you aren’t satisfied with your purchase, you can return it to PSSAV within 30 days of the purchase date. Claims for missing items or items damaged in transit must be received within 5 business days of receipt of merchandise. Some restrictions apply.
In addition to the standard 30-day return policy, PSSAV offers a 2-week trade-up program for all Projector purchases. You may request an RMA within 2-weeks of invoice to return the projector for a full credit of the purchase price, to be applied to the purchase of a replacement projector. No restocking fees will apply for projectors returned under this program. The projector must be returned in new condition, with less than 25 hours of use, and must include all original manufacturer packaging, accessories and documentation. Returns under the 2-Week Trade-Up program may only qualify for in-store credit. Any returns for a refund will be handled under our standard 30-day return policy and standard restocking fees will apply. The 2-week Trade-up program may only be used once per projector purchase. Replacement projectors purchased using the trade-up credit will not qualify for the 2-week Trade-Up program, so it is recommended that you reach out to one of our Customer Service Representatives for help identifying a replacement projector that will suit your needs.
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, 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 PSSAV error may still be requested after 10 days past the invoice date, however, different terms and conditions will apply.
Other Terms and Conditions:
Return Procedure / Shipping Instructions: