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Exchange/Return (RMA) Procedure:
Merchandise Returns:
All sales
are final with exchanges given only for identical product. If identical product is not
available an exchange for similar product or store credit will be given.
Shipping fees and/or return shipping costs are Non-Refundable and are the
sole responsibility of the customer.
Software is not returnable even if it is unopened BUT is exchangeable for the
EXACT product only. Return shipping costs after for any defective
merchandise will be the sole responsibility of the customer.
If a product is sent back to us as defective, and was tested by our
technicians otherwise, a 20% restocking fee + Shipping charges will be charged
to you and the same product shipped back to you. Please allow 7 business days after product had been received by us for
any merchandise exchange.
Should a replacement for a returned item not be available, a credit
will be issued or the product will be substituted with one of same-or-better
specifications. All returned equipment must be issued a Return Merchandise
Authorization (RMA) number prior to return shipment. Any
product being returned must be labeled with the
assigned RMA number and accompanied with a copy of the sales order or invoice.
Items being returned must be
packaged complete, with all manuals, cables, accessories, etc., as if
they were new and working condition. If product is returned incomplete a
restocking fee will be accessed. Regardless of condition, products must be
packaged appropriately so as not to incur physical damage during return
shipping. Failure to do so may invalidate both the RMA and the warranty.
Unauthorized and/or unmarked returns will not be honored.
Surplus Computers is not
responsible for any incidental or
consequential damages arising from the use of any product(s) that it sells.
Discrepancies or Wrong
Product Received:
All
discrepancies or wrong product received must be brought to the attention of
Surplus Computers within 10 days of receipt of product. Please notify us
of ANY discrepancies or wrong product received via email at
If you qualify for our Merchandise Return please follow steps below to obtain an Return
Merchandise Authorization Number (RMA)
1. Please consult with a qualified technician to resolve
your problem first. If they are unable to assist you please contact our Tech Support department to see if
they can help you resolve any issues you may have. They can be reached at or
408/327-0420 Ext.-109. It is HIGHLY advised to contact them via email as they are VERY
busy and may not be able to contact you within 4 business days. Emails, on the other hand
are generally responded to within 24 hours(Weekends & holidays excluded). RMA's will
not be given unless you have contacted our Tech Support department. We ask you to do this
because, it would be quicker if we can fix your problem without having you send your
product back. PLEASE NOTE:
If a product is sent back to us as
defective, and was tested by our technicians otherwise, a 20% restocking fee +
Shipping charges will be charged to you.
2. If our technician is unable to help you please download our RMA Form, complete & sign
it, and fax it to us at 408/327-0113. If the form is NOT signed and completed 100% it will
NOT be processed or approved. A RMA service representative will email you with a Return
Merchandise Authorization (RMA) Number, and shipping instructions within 5 business days
(excluding Weekends and holidays). If you have any questions please feel free to contact
our RMA department at
3.All merchandise must be returned in its original package. Otherwise a handling charge
will be applied to your returned merchandise: 20% for missing manuals or registration
card, 30% for missing bonus or free software, and 20% for missing packaging. If the
product is not packaged properly, we will not give you an exchange or refund.
Please include:
a. Copy of Surplus Computers Invoice
b. Completed & signed RMA form
c. Send all returns to:
Surplus Computers
RMA Department
ATTN: RMAXXX (Your Return Merchandise Authorization Number, assigned by our Customer
Service Rep)
1600 Duane Ave.
Santa Clara, CA 95054
d. Mark RMAXXX in VERY large text on the outside of the box. (RMAXXX is your Return
Merchandise Authorization Number, assign by our RMA Service Rep.) NO PACKAGES WILL BE
ACCEPTED WITHOUT AN RMA NUMBER.
PLEASE NOTE: If product is not properly packaged a refund or
exchange WILL NOT BE GIVEN
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