Policies below apply to orders placed with PSSAV, Projector Superstore, and other affiliated sites.

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.

DOA Returns

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.

Freight Discrepancy

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:

  • Sales Order or Invoice Number
  • Serial Number
  • Product Code (If the product is a kit, please reference each component part number.)
  • Exact Condition of Product/Box (If received)
  • Tracking Number (If not received)
  • Quantity Ordered
  • How Credit is to be Applied

When returned, a technician will check the product(s) and note its condition.

Helpful Hints

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.

Returnable Items

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.

Other Terms and Conditions:

  • RMA requests must be made within 10 days of the invoice date. Returns must be received by PSSAV within 30 days of the issuance of an RMA number. Otherwise, PSSAV will return the product to you with outbound shipping costs to be paid by you. PSSAV may also choose to keep the product and assess a restocking fee of 25% above and beyond any other applicable fees.
  • All products returned to PSSAV must be returned in the original manufacturer's box and packaging, including all peripherals, accessories, registration cards, and other documentation. The box and contents must be undamaged and in like new condition. If returned items do not meet these requirements, the shipment may be returned to the customer and the return authorization canceled.
  • Credit for returns will always be at the invoice price less any applicable restocking fees.
  • We require a valid PSSAV invoice number, referencing the specific item to be returned, before we will issue an RMA number.
  • Product that has been used, or is found to be in a non-re-stockable condition, will be returned to you at your expense (outbound shipping costs). If product is found to be damaged by your carrier, you will be contacted by Customer Service so you can arrange with your carrier to pick up the product and file a damage claim.
  • An RMA number must be obtained before you can return a product for any reason. Products received without a valid RMA number (such as refused shipments) is subject to a restocking fee of 25% of the total credit, above and beyond any other applicable fees, or may be returned to you at your expense. PSSAV will not be liable for any loss or damage related to unauthorized returns.
  • PSSAV reserves the right to refuse returns of certain products due to manufacturer restrictions.
  • PSSAV must be notified within 30 days from your return authorization date, if you have sent us product and have not received credit. Signed proof of delivery to our facility will be required before we can begin our research. Requests received over 30 days from your return authorization date may cause your credit to be forfeited.
  • We are very liberal at PSSAV on returns and make every effort to meet your needs, however some items are non-returnable. From time-to-time, a special case may arise, and we will be happy to discuss each return request on a case-by-case basis.

Return Procedure/ Shipping Instructions:

  • To obtain an RMA number, call Customer Service at 1-888-525-6696 or email your sales representative.
  • To ensure a speedy and accurate credit, Customer Service will provide a Return Authorization including the return shipping address and the RMA number to reference on the return shipping label. DO NOT WRITE ON THE BOX. PSSAV reserves the right to assess a fee for products that require re-boxing or the shipment may be returned and RMA canceled.
  • Please return the product, freight prepaid, to the address provided to you. Some returns will be directed to the manufacturer's warehouse rather than our own.
  • Be sure the RMA number is clearly noted on the return shipping label
  • Returns must be shipped freight prepaid. Collect shipments will be considered an unauthorized return and will be sent back at the customers expense.
  • Customer is responsible for shipping charges and risk of loss on all return shipments. We highly recommend using a reputable shipping carrier capable of providing proof of delivery, as well as properly packing and fully insuring your return shipment.
  • Please allow 2-4 weeks for refunds to be processed and credited to your account.

CCS & GSA Customer Returns:

  • Approval from a manager must be received before you approve returns from a client.
  • Product must be eligible to return to the vendor.
  • Custom items are not eligible for return. Custom specialty items to include but not limited to projection screens, furniture etc.
  • Must be in the original packaging
  • Must include all accessories & paperwork
  • Must be in like new condition
  • Must not be damaged in any way
  • CCS customers will be charged a restock fee up to 25% and return shipping if it is the customer’s decision to cancel an order once product has been received.
  • Credit will only be applied once CCS has received the RMA from the vendor.

PSSAV

  • Approval from a manager must be received before you approve return requests from a client.
  • PSSAV customers may be offered a 2-week ‘trade up’ option for projectors only. This option allows them to exchange for another projector, with the same or greater cost. In this case, restock fees will not be applied.
  • Custom items are not eligible for return. Custom items include, but are not limited to, custom projection screens and furniture.
  • Products must be returned within 30 days from the date of purchase.
  • Projectors must be returned with less than 25 hours of use. This includes projectors returned with a re-stock fee or those exchanged under the 2-week trade up program.
  • PSSAV clients will be charged a restock fee up to 25% for approved returns (with the exclusion on projectors exchanged under the 2-week trade up program)
  • Products must be returned in the original manufacturer packaging, and in like new condition.
  • Product returns must include all accessories & paperwork.

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.