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What types of returns do you allow?
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We allow returns in the following three cases:
- Defective item -- Your charge is zero in this case
- Unwanted item -- We charge 15% restocking fee for such items subject to the conditions listed below
- There is a special return policy for all Secugen products
- All sales for Cross Match Technologies, Inc products are final, defective items will be replaced/repaired and should be brought to our attention within 10 days of receiving the item
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What is your return policy?
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New unused hardware merchandise may be returned for refund (less restocking fee and shipping) with a RMA number and your original packing slip, within 15 days of placing an order subject to the conditions herein.
We reserve the right to decline any returned item if it is not in “like-new” condition.
Like-new means its unused, undamaged and in resalable condition with all manuals, boxes, accessories, packaging and UPS codes intact and software CD / packaging unopened.
All shipping charges and insurance costs for sending an item back is the sole responsiblity of the buyer.
Please use a carrier that tracks the shipment, also please insure it, as we will not be responsible for items, which are lost in shipping.
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When and why are restocking fees applied? How much is deducted when a return is subject to a restocking fee?
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There is a restocking fee of 15% on all returns for refund (RMA Refund), unless we waive it. We charge this 15% restocking fee for all returns for refund to encourage customers to purchase products they intend to keep. We offer RMA Replacement without any restocking fee to support customers who have received a defective product.
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Secugen products return policy (Hamster IV, Hamster Plus, etc)
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For all Secugen products we sell (Hamster IV, Hamster Plus), we directly apply the manufacturers (Secugen's) return policy:
"You may return new, unopened items sold and fulfilled by us, within 7 days of delivery for a full refund of the original purchase price. Items should be returned pre-paid in their original product packaging with a copy of your invoice to 360 Biometrics, 3230, Gleneeden Way San Jose 95117.
No refund will be issued for the following items:
- Items returned more than 7 days after delivery
- Any item that has obvious signs of use
- Any item not returned in the condition it was received
Defective items may be returned to us for repair or replacement within the warranty period."
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Whats a RMA number? Why do I need it?
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All returns require a RMA number. Each invoice requires its own RMA number, if you send us an item without a RMA number; we will refuse delivery (send it back to you) and will be unable to refund your money.
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Exceptions to return policy
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Returns on any software products are not accepted.
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I got my RMA number, at what address should I return the item?
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Please ship the item to us on the address: 360 Biometrics, 3230 Gleneeden Way San Jose 95117
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