GENERAL RETURN POLICY
All returns require a Return Material Authorization (RMA) number. Customer Service reviews requests based on the following guidelines. The policy is subject to change based on manufacturer’s guidelines and requirements. Saw Mill Technology reserves the right to reject any return that a manufacturer will not accept.

CLIENT RESPONSIBILITIES
Please contact Customer Service at 516-361-0718 or info@sawmilltech.com. Returns of any type will not be accepted without an RMA number. For prompt service, please have as much of the following information available as possible: Client name, original invoice number(s), serial number(s), quantity, product condition, whether the product has been opened or is manufacturer sealed, and reason for the return request.

The Client is responsible for shipping charges on returned items and all risk of loss. Saw Mill Technology recommends that all shipments have full insurance coverage and use a carrier that can provide proof of delivery. Saw Mill Technology will provide prepaid shipping labels or credit client’s one-way shipping charges for returns that are caused by Saw Mill Technology error.

If the original box is not suitable for shipping, the Client is responsible for repacking the product to avoid damage to the original packaging and the product itself. Boxes made of thin cardboard with clear plastic wrapping is an example of boxes that may need to be repackaged or over-boxed that may be subject to damage.

The Client should discuss the possibility of restocking fees being assessed with Customer Service. Customer Service will be able to provide the amount and reason for the fee(s) on a case-by-case basis.

All approved RMA’s should be shipped to the address provided by the Customer Service team. Clearly mark an adhesive shipping label with the RMA information and place it on the box.


THE ORIGINAL MANUFACTURER'S BOX MUST NOT BE WRITTEN UPON

DO NOT PLACE SHIPPING LABELS OVER SERIAL NUMBERS 

PERMISSIBLE TIMEFRAME FOR RETURN


Saw Mill Technology provides a seven (7) day return policy. All requests for an RMA must be made within seven (7) days from the invoice date. RMA numbers issued by Saw Mill Technology are valid for ten (10) days only. The product must be returned to Saw Mill Technology. RMA numbers will not be extended or reissued. RMA product received with an expired RMA number may be refused or returned to the client at their expense and may be charged a $50 processing fee.

DOA PRODUCT
Product that has never worked may be Dead On Arrival (DOA) and will be repaired, replaced, or credited according to the manufacturer’s warranty and at Saw Mill Technology’s discretion. Clients should contact Saw Mill Technology , 516-361-0718 or the manufacturer directly and open a service call for DOA warranty repair assistance. Products returned as DOA may be tested. Products found not to be DOA may be returned to the customer at the customer’s expense and charged a twenty-five percent (25%) restock fee.

DEFECTIVE PRODUCT
Products which are not functioning according to the manufactures instructions may be defective. Defective return requests will be subject to the restrictions of the manufacturers specific warranty policies. Clients must first contact Saw Mill Technology 516-361-0718. Products inoperable or non repairable under warranty will be considered for replacement or credit at Saw Mill Technology’s discretion.

DAMAGED PRODUCT
If product arrives with damage that is visible or likely to have affected the contents of the boxes, the preferred method of handling it is to refuse delivery of the shipment due to damage by the carrier and notify Customer Service. The carrier will be responsible for returning it to Saw Mill Technology. The Client must note the reason for refusal on the carrier’s ‘attempted delivery’ record. If the damaged shipment is accepted, the recipient must note all known and visible damage on the carrier’s ‘delivery record’ in order for Saw Mill Technology to file a damage claim. The recipient must save the product and all packing it arrived in and notify Customer Service immediately so a carrier inspection and pickup can be arranged. Failure to follow these instructions or to report damage within three (3) days from the invoice date will result in the request being denied as out of return eligibility

NON-DEFECTIVE RETURNS
Non-defective returns are accepted for credit or exchange at Saw Mill Technology’s discretion. Specific manufacturers have more restrictive polices and do not accept open box returns. Manufacturer policies are subject to change without notice. All non-defective returns which are unopened may be subject to a fifteen percent (15%) restock fee. All non-defective open returns are subject to a twenty-five percent (25%) restock fee.

RETURNED PRODUCT RECEIVED MUST BE 100% COMPLETE
All original manufacturer’s protective packaging (including electrostatic protection), manuals, software, documentation, cables or other accessories originally shipped with the product, blank warranty cards, and original UPC codes on the box must be included in the return. Incomplete returns may be returned to the Client or assessed an incomplete return fee of up to twenty-five percent (25%) in addition to any other fee(s).

Returns received with the original manufacturer’s box written upon or where the Client did not use an adhesive shipping label may be assessed a defaced carton fee of fifteen percent (15%) in addition to any other fee(s).

Saw Mill Technology reserves the right to charge an additional twenty-five percent (25%) restock fee for product approved for return as unopened but received in open condition.

RESTOCKING FEES OVERVIEW
15%

non-defective unopened client error returns

returns where the client didn't ship securely or cartons defaced

 

25%

non-defective open client error returns

returns found not to be DOA

incomplete returns

approved unopened returns received open

 

RESTRICTIONS ON RETURNS
The following is an example of products not authorized for return:

  • HP/Compaq CTO (Configure To Order)

  • Dell BTO (including DOA)

  • Cisco

  • Opened software

  • Software licenses (MLP’s, MOLP’s, MSOL’s, etc.) unless first authorized by the manufacturer

  • Technology and business machines are FINAL-SALE. This includes computers, monitors, notebooks/laptops, copiers, all–in–one machines, digital cameras, modems, printers, computer peripherals, handheld computers, fax machines, scanners, wireless phones, telephones and networking products

  • Special order product

  • Discontinued or obsolete product

  • Duplicate CD’s

  • Consumable product (printer toner, batteries, etc.)

  • Product not purchased through Saw Mill Technology (customer supplied product)

  • Warranty upgrades


The following is an example of items that will not receive credit
Configuration charges
Freight charges

SMALL DOLLAR RETURNS
Return requests for items with a total value of less than $25 will be approved or denied by Customer Service. Requests which have been approved for a small dollar credit the client should send the product back to the address below.

Saw Mill Technology
PO Box 424

Mill Neck, NY11765

OVERGOODS
Over goods are unauthorized returns. Products returned to Saw Mill Technology without a valid RMA number will be considered Over goods. The Over goods may be returned to the Client and the Client may be charged a $50 processing fee per shipment returned, plus related freight charges. If the Client refuses the shipment of Over goods from Saw Mill Technology or returns the Over goods to Saw Mill Technology a second time without Saw Mill Technology’s prior authorization, the Client agrees to relinquish all right and title to and waives all claims against Saw Mill Technology for credit related to such products.