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Return Merchandise FAQ |
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- How do I request a product return?
At DV Warehouse, we'd like to help you resolve a problem as quickly and
easily as possible. Please choose one of these convenient methods to
obtain an Return Merchandise Authorization "RMA" number:
1.Click here to fill out the RMA Request Form online
2.Send your request via email to
rma@dvwarehouse.comIf known, please include your order number.
3.Or contact customer service department at (800) 463-1322 from
Mon-Fri, 9:00am-5:00pm to speak with a live agent
- Is it mandatory to have an RMA in order to return a product to
DV Warehouse?
Yes. You must obtain an RMA within our Return or Warranty policy
period. DV Warehouse will not accept returns without prior
authorization and an RMA number. Once issued, RMA numbers are valid for
10 days within which DV Warehouse must receive return products. RMA
numbers will not be extended or reissued. customer should prominently
display the RMA number(s) on the shipping label of boxes containing the
returned product.
- What to do after an RMA number has been issued?
Write your RMA number legibly on the shipping label and have your items
returned to our warehouse:
DV Warehouse, Inc.
Attn: Returns Center (RMA Number:_____)
747 Seward St.
Los Angeles, CA 90038
- Is it necessary to return each individual accessory when I
send in a return? What should I include with my RMA?
Yes. All original equipment, components, manuals, cables, documents,
packaging must be returned with your item in order for DV Warehouse to
process your RMA. Missing items will incur further charges or less of a
refund. In most cases, items sent in for RMA repair will need to be
tested with its accessories to determine the exact problem. Please
include all items & accessories in your return.
- Approximately how long does it take for DV Warehouse to
process an RMA?
It takes 2-5 business days for us to process and re-ship or issue
refund once we receive them.
- How do I check the status of my RMA?
Use the RMA Status Form on our web site to inquire of its status. Or
contact our service department at (800) 463-1322 from Mon-Fri,
9:00-5:00pm, if your item has been returned for repair, and speak with
a live agent about it.
- Approximately how long does it take before I see a refund
credit in my account?
It takes us approximately three business days to process a credit back
to your credit card and about 2-3 business days for it to appear on
your statement.
- Will DV Warehouse cross-ship replacement merchandise?
On all items beside computers, within 14 days of the invoice, we will
refund on the item being returned and charge for a new item being sent
out and credit back when we receive the RMA item.
- Will DV Warehouse cross-ship a replacement computer?
No. We absolutely do not cross ship computers & parts. We
will not refund on one computer while charging you and shipping
another. On computers & parts we must have the unit back in our
warehouse and logged in through the RMA process before we will ship
another computer out. We do not send out two products for the price of
one.
- Who pays for shipping on a defective item?
DV Warehouse does not pay for the return shipping of defective
merchandise. The customer is solely responsible for shipping any
returned product to DV Warehouse. We are not responsible for factory
defects because we are not a product manufacturer and we do not produce
the parts we carry. Similar to a walk-in store, Best Buy will not send
a driver or courier to your house to pick up a defective item you
bought in their store. They will not reimburse you for your time and
gas money spent to drive back to the store either. However, DV
Warehouse will use every good measure we have to ensure that you will
be able to get the item replaced promptly with as little hassle as
possible. Thus DV Warehouse will split the shipping costs with the
customer. The customer agrees to pay to send the item back to DV
Warehouse and DV Warehouse consequently repair or replace the component
and ship the item at no charge back to the shipping address specified
in your account.
- I received an email indicating that the item I returned is no
longer available or is backordered. What happens now?
If an RMA item is found to be on backorder and we cannot obtain the
item or repair it, you will be notified by email and the backordered
item will be refunded as a worst case situation. We try to contact
every customer in this case and make sure they are happy with another
replacement item or refund amount.
- May I exchange my Returned Merchandise for a different product?
No. We do not exchange RMA items for different items. We replace an
item only with the exact same item type. If the warranty period for a
refund has not been exceeded, an RMA request for refund can be placed
online and then the new item can be purchased and the RMA item will be
refunded when received. You may view this as an exchange.
- When and Why are restocking fees applied? How much is deducted
when a return is subject to a restocking fee?
There is a minimum restocking fee of 15% on all returns, unless waived
by our customer support agent. DV Warehouse is not responsible for
manufacturer defects. We are not manufacturers. If a refund is
requested instead of a replacement or repair we will charge typically a
25% restocking fee. Why? Claiming "defective" is the easy way out of a
restocking fee just because you don't want the item. If it's defective
we will replace it or repair it at our discretion. For any computer or
component part refunds, any restocking fee we use will be a reflection
on current market value for the same item. DV Warehouse will not allow
returns and then re-orders in attempts to make a profit on market
flunctuations.
- I received an email indicating that the serial number of the
item I returned does not match the serial number of the product I
originally purchased from DV Warehouse. What now?
We keep serial numbers on all products every step of the way in our
warehouse. Sometimes we find a customer has inadvertently returned an
item that does not belong to DV Warehouse. In such a case, the item in
question will be returned to the customer with a request to send the
correct item.
Once purchased we are not
responsible for compatibility issues for what the buyer chooses to
install. DV Warehouse does not troubleshoot OS installations installed
by buyer after purchase or provide any type of assistance or service
for new MAC users or inexperienced users. We do not accept any unit
back if any software has been installed by the buyer causing
functionality issues.
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