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Product Return Policy

 
 

tvONE strives for total customer satisfaction and will provide the best technical support available in the industry. We also understand that occasionally a customer may wish to return a product because it does not function in the manner desired, even though it is functioning according to specification. If the item has been purchased within 30 days and returned in original condition, we will either issue full credit for the original product to be used against the purchase of another product or refund the purchase price excluding shipping charges. If the item does not arrive to us in original condition, it will be returned to the customer without credit or refund. To return a product, contact our sales support staff for a Return Authorization number. No products will be accepted without a valid Return Authorization number.

(Right-click/Save As. to save file)TVOne Return Authorization Form(77KB PDF)

(Right-click/Save As. to save file)TVOne Advance Replacement Form(30KB PDF)

Product Repair/Return Procedures

In order to return a product, whether for warranty repair, out of warranty repair, exchange or credit, you must secure a Return Authorization (RA) number by contacting tvONE.

For repairs contact the Technical Support Department at 888-520-7479 or +1 859-980-0421 (The Americas) +44 1843 873322 (Europe, Middle East and Africa). If the tvONE technician cannot resolve the issue over the phone an RA number will be issued. The product should then be shipped prepaid and insured to tvONE with the RA number on the shipping label. Those units under warranty will be repaired or replaced free of charge. For out of warranty units, you will be contacted with an estimate for repair once the problem has been identified. A minimum fee of $65 will be charged for evaluating the out of warranty unit.

For returns for exchange or credit, contact the tvONE Sales Department toll-free at 800-721-4044 (The Americas) +44 1628 566820 (Europe, Middle East and Africa). You will be sent a Return Request form to complete with details about the unit and reason for the return. If the sale is within 30 days you will be issued an RA. Sales department generated RA issuances are subject to the following terms and conditions:

  • The returned product must be in new condition with no damage, scratches or cosmetic defects. (For product damaged by a third party shipper, the customer must file a claim with the shipping company. tvONE will not assume responsibility for product damaged by a third party shipping company.)
  • The product must be returned via prepaid shipping, with all accessories including the operating manual. It must be housed in the original product carton and must contain all the original packaging. The product carton must be free from markings or damage.
  • The product carton may not be used for a shipping carton. The product, in its original carton, must be packed inside a shipping box with sufficient packing material to prevent damage to the unit and product carton while in transient.
  • The shipping box must have the RA number marked on the shipping label and returned within two weeks from receiving Return Authorization.
  • The sale date must be within 30 days of the request for Return Authorization.

Should any of the terms and conditions not be met, no return credit or refund will be issued. Should a customer ship product to tvONE, for exchange or refund, without an RMA number, the product will be returned to the customer, at the customer's expense.

The Americas: tvONE, 2791 Circleport Dr, Erlanger, KY, 41018, USA
Tel: 800-721-4044, Fax: 859-282-8225

EMEA: tvONE, Continental Approach, Westwood Ind. Est. MARGATE, CT9 4JG, UK
Tel: +44 1843 873300, Fax: +44 1843 873301