the case of a possible defective router, all RMA (Return Merchandise
Authorization) Procedures will be handled by our Technical Support
Department. As our Tech. Support Dept. has experience in troubleshooting
our products, they will go through the steps in determining that the
product is indeed defective and only then will a RMA be issued. If the
product is still within the 30-day return policy time that many resellers
offer then we suggest exchanging the product through them.
We cover shipping of the replacement product to the customer through UPS Ground. It is the responsibility of the customer to ship the product back to us. We suggest using a traceable shipping service in cases of unforeseen delays or loss. Any faster shipping service other than UPS Ground must be covered by the customer. Xsense pays for UPS Ground only. All customers located outside of the United States of America and Canada shall be held responsible for shipping and handling charges. Please call Xsense for more details.
customer has two options for exchanges:
fastest way to receive the replacement is to cross-ship the product by
putting a valid credit card (VISA or Mastercard) on file and we will ship
either that day or the next business day. The customer is expected to ship
the product as soon as possible.
we have not received the product by fifteen days we will send out a
notice. If the product is not received after that we will charge the
amount to the credit card.
the customer does not wish to give us a valid credit card number then we
will give the proper shipping address and will not ship a replacement
until receipt of the product. Depending upon shipping times and location,
this option can take 1 - 2 weeks.
is strongly suggested that you follow RMA Procedures with your
International Representative or reseller. If they have to send it back to
us directly for repair, please note that we pay only for ground shipping
and insurance charges going to them, but not customs duties or brokerage
fees entering their country. Be aware that these charges may add up to as
high as their purchase price. If air shipping is needed for the return
trip to them, the customer must pay for that as well.
A product will not be exchanged unless a RMA has been issued by a Macsense
representative after deeming the product defective. Please include the
following with your RMA:
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