It is important for us to accommodate customers ASAP after we receive each complaint, so please make sure you understand which item specifically is the problem, so we may process reshipment quickly.
Although our official policy is to have the defective/damaged item returned to us before sending out replacement or issuing refunds, we do make exception.
For order less than $10.00, we can offer refund to customer without returning the original item. Free replacement should ONLY be processed when ALL of the following points are met:
1.Item amount less than $10 (item price)
2.This is the 1st complaint from the customer
3.There is a known issue with the item.
4.Item is not OEM or Ink products (we need physical item returned to our vendor)
Replacement is not available for DS/ JIT items.
If the item price or quantity is out of the ordinary, please consult with your supervisor before taking any action.
If the item prices excess $10.00, please check with your supervisor for approval.
?We will offer pre-paid return label for customer to return defective/ damaged item for exchange/ refund if item price is over $10.00.
- UPS Return Label – over 1lb.
- USPS Return Label – under 1lb.
Please check the FOB and tracking info for item weight when issuing return label.
?We will only replace once. If the replacement item doesn’t work, customer needs to return both original and replacement item.
?Exception can be made under certain situations, e.g. return customer, customer filed dispute/claim, etc.
For Oversea customers, we normally will not need customer to return the item back to us. However, if the item is with value higher than $25.00 (single item price), then please have customer to return the product back to us for refund. We only reimburse return postage shipped by non-express mail. Normally, we can have customer to include the postage receipt, after the product is received and inspected to be defective, we will reimburse the postage for customer. (Checks will only be sent in U.S. dollar, please make customer aware of this)
1. Log onto your Newegg.com account and find your order in order history, click on 'Request RMA from Seller' Button next to the order information.
2. On 'Compose Message Page', verify the order number you want to request return on the top of the page, choose 'RMA Inquiry' from the drop down menu, provide the item# (you can find on your order invoice e-mail) and the reason you want to return, and indicate you want to return for replacement or refund before click 'send message' button.
3. Once our Customer Service Representatives receive your inquiry, it will take us 24 - 48 hours to respond to your inquiry.
4. Once our Customer Service has verified your order information and approved for you to send the merchandise back to us, you will be provided with Return Merchandise Authorization (RMA) number for your return through e-mail. The e-mail contains RMA number, RMA details and important return shipping instruction. Read the instruction carefully before you ship your return merchandise back to us.
5. We strongly recommend you return your item in the same or similar packaging as they were delivered to you with all the original parts, accessories and menu/documentation included (any missing parts or accessories may result your return being rejected or your refund/replacement being delayed). Re-using the package your item came in is acceptable, as long as the packaging is in good condition and all previous addresses, tracking information and labels are removed.