Returns Policy Overview
You may return most new, unused items within 30 days of delivery for a refund. However, the item should be in the condition it was received, unused, and in the original box and/or packaging. We'll also pay the return shipping costs if the return is a result of our error. Just write to us at email@example.com or call us at 646-798-4732 and we will guide you through the process and even supply you with a return mailing label which you can print.
If the item is being returned for reasons falling under ‘Buyer’s Remorse’, outbound shipping which may have been free originally, will also be deducted. We charge a 15% restocking/cancellation fee for such cases. Buyer’s remorse covers, but is not limited to:
• Accidental orders
• Cancellation after ship out
• Items no longer needed/wanted
We will not accept any returns unless we have issued a RMA# (Return Merchandise Authorization #) for the item to be returned. RMAs must be used within 7 days of issuance after which they become invalid.Used items are not eligible for return to us. If we receive a used item, we will request you to pay us to have the item shipped back to you, or discard it. They are however covered under their respective manufacturer warranties and our support team will gladly help you get in touch with the required manufacturer.
Cancellation of Orders
Please note that we cannot guarantee the cancellation of your order. When a customer wishes to cancel an order they are required to contact us immediately. This is to ensure that we can forward your request immediately to our facility for cancellation of your order before it is processed. If the customer contacts us before the order has been processed, then the order can be cancelled and the customer may not incur any charges. However we would like you to be aware that if the item has already left our warehouse and has been handed over to the carrier for shipping we would not be able to process your request for cancellation. The customer will then be charged a 15% cancellation fee. This is to cover expenses incurred in packaging and shipping the item to the customer and inspecting the item when it returns. The return shipping cost has to be borne by the customer.
An item is considered damaged when it has dents, scratches, water spots, or evidence of mishandling or impact. Customers are requested to contact us immediately about the damage to their item. To help us help you resolve the issue quickly, please send us digital pictures of the item and the packaging (even if it’s from a camera phone) and explain the problem in an email to our customer support team. This will help us take the matter up with the manufacturer who shipped the product to you.
If you have received a defective item and need to have it replaced, please write to us at firstname.lastname@example.org with details about the problem so we can take the matter up with the manufacturer. Please note that it takes us 3 to 5 business days to process returns once they arrive at our returns center.
Our customers are extremely important to us and we strive to assist them in all possible ways, but we are unable to process an exchange for a different item. If you would like to receive an item other than the one you are returning, please request a refund and place a new order for the item you desire. We assure you that your new order will get fulfilled quickly and efficiently.
Different items have different warranty policies. All warranties, if any, are provided by the manufacturer directly and not by us. If you have any doubts about the warranty of an item, we suggest you contact the manufacturer before purchasing the item. If you have an item that is eligible under a warranty issued by the manufacturer, you should exercise your rights under that warranty rather than going through our General Returns Policy.
Items that are Not Returnable
There are some items that are not viable returns for us as the manufacturers refuse to take them back. 123Stores does not accept returns of the following items:
• Any item requiring activation
• Downloadable software products
• Custom built products such as Hidden cameras
• Activated GPS Tracking devices
• Counter-surveillance detectors
• Items manufactured by Dutailier Group Inc, 4D concepts, Imax Corporation, Flowtron - Armtron International Inc, Pearl Mantels Inc. (we can send replacement parts for damaged items)
Calculating Your Refund
Partial refunds/Restocking Fees:
• Any non-media item in original condition that is returned more than 7 days after delivery: 85% of item's price (provided we approve the return).
• Any software that has been opened (taken out of its plastic wrap): up to 50% of item's price (provided we approve the return).
• Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error: will be returned to sender or up to 50% of item's price.
If you return an item using the return label provided and the return is not a result of our error, the cost of return shipping will be deducted from your refund.
Receiving a Refund
When an item is returned to us, please allow us up to 7 business days to process your refund.
This time period includes:
• 3 to 5 business days for us to process your return
• 1 to 2 business days for the banks to clear the transaction
In case we determine that a refund can be issued without requiring a return, you will be notified by a Customer Service Associate about the same.
Large Items Shipped By Specialty Carriers
We are happy to accept returns for large items that are shipped via our specialty shippers. These items do require a special type of return and cannot be returned with a pre-paid return mailing label like standard shipments. If you need to return an item shipped via a specialty shipper, kindly write to us at email@example.com and request the return. We will follow up with instructions for returning the item.
Note: Returns that are not the result of our error will be subject to a return shipping fee which will be deducted from the refund. The original shipping which may have been free originally, will also be deducted.
Using our Return Mailing Label
Each return mailing label is coded for a specific shipment. Please do not include items from other orders, or other shipments from the same order, in the same box, or you will not receive the correct refund. Each shipment must be returned using a separate mailing label. If you are returning an item as a result of our error (you received an incorrect or defective item, etc.), we'll provide you with a return shipping label which will be pre paid for. In case you are returning an item and your return is not the result of our error and you would like us to provide you with a shipping label, the cost of the return shipping will be deducted from your refund. The amount deducted will be equivalent to our standard shipping cost for that item.