Roanoke Custom Products Credit Policy
Effective Date: June 1, 2017
Below are the established guidelines for Roanoke Custom Products (RCP) product return and credit policies.
*NOTE: ALL items being returned must include a "Return Merchandise Authorization" (RMA) form. This allows us to expedite the item(s) and process any action as quickly as possible. If needed, the RMA form is available (CLICK HERE) in PDF format.
Product Damaged or Lost in Transit:
Product that was either received damaged or lost in transit can be replaced at no cost to the customer. The following criteria will apply:
- If the shipment is lost in transit to the customer, RCP will replace the shipment at the same value. Customer will be responsible for filing a claim with the carrier.
- If a package is damaged in shipment, the Customer should note the damage on the carrier's delivery record. The original box and packaging should also be held by the customer to allow for RCP to process the claim. After reviewing the contents, the customer should notify RCP and provide the carrier name, package tracking number and inventory of damaged items that need to be replaced. If the customer does not note any damage upon receipt and save the received merchandise and packaging material, the Customer could be deemed to have accepted the merchandise as if it had arrived undamaged and face possible denial of credit
Defective Product or Product not made to Order Specifications:
The Customer may request credit for a defective product or product not made to the order specifications, within thirty (30) days of shipment date. At RCP’s option, customer may receive a replacement, exchange, credit or repair.
- RCP may request products to be returned before credit is issued. RCP will be responsible for the return shipping cost
- If the product is to be returned, Sales/Customer Service will provide the customer an RMA form and specify the return shipment method
Product Provided as Ordered:
A Customer may request an order or items be returned for credit within thirty (30) days after the shipment date. Returns for credit when product was provided as ordered are subject to RCP product return category guidelines shown on the last page of this policy. All returned items must be accompanied with an RMA form. This form can be obtained from Sales/Customer Service or printed out from one of our eCommerce sites. Items returned without an RMA will not be processed. An account executive will contact customer to request an RMA to be completed. Form must be received within 10 days of request for credit to be processed.
- No returns of any type will be considered by RCP unless accompanied by an RMA form, which MUST contain the following information:
- ...Customer name or account number
- ...Applicable invoice number
- ...Reason(s) why the product is being returned
- All Products MUST BE returned complete and in resalable condition to be considered
for credit
- Return shipping costs are the responsibility of the Customer
- Shipping costs from the original order will not be credited
- RCP reserves the right to refuse any unauthorized returns for Products that are
unaccompanied by valid RMA or are outside the 30-day return window
- Special Ordered items cannot be returned for credit except under special circumstances, which will be determined by RCP on a case-by-case basis.
Return Guidelines for Products Provided as Ordered
Products Eligible for Credit upon Return
|
Product Category |
Credit Amount |
Restock Fee |
Comments |
|
Die Plate Dater |
50% |
|
|
|
Line Dater / Numberer |
|
20% |
Stocked sizes only |
|
Self-Inking Dater |
50% |
|
|
|
Ink |
|
20% |
Applies to stocked inks only |
|
Ink Pads |
|
20% |
Pads must be new and unused to be eligible for credit |
|
Self-Inking Stamps |
50% |
|
|
|
Seal Product |
50% |
|
Applies to standard seals only In-house art seals credited at 50% of standard seal cost |
|
Xstamper Stock |
|
20% |
Stock stamps only (see below for custom stamps) |
Products Not Eligible for Credit
|
Product Category |
Comments |
|
Hand Stamp |
|
|
Rubber Die |
|
|
Miscellaneous Item |
|
|
Name Badge |
|
|
Royal Mark |
|
|
Engraved Sign |
Holders & Frames that are stocked sizes may be returned for a 20% restock fee |
|
Xstamper Custom |
All custom stamps are ineligible for credit |
|
Special Order Item |
|
- Upon receipt & evaluation of returned product, RCP will issue applicable credit within two weeks
- Replacement rubber dies; no minimum order charge will be applied to replacement die cost