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RMA Request Form

Credits, Warranties, Returns

All returns require pre-approval. Use this form to request an RMA (Return Material Authorization) for the return of your product, and we will respond via phone or email. Returns will not be accepted without a valid Return Material Authorization number attached (RMA#).

Choose one of the following links for information about your type of return request:
Return my item for credit or refund. Send in a printer or other device to be repaired.
Return a core from our advance exchange program. Send in a part to be repaired or exchanged.
I have a problem with my item or it is defective. My item was damaged in shipping.
Return an item during the warranty period for repair or replacement.


Return for Credit or Refund
  RMA requests for a refund or credit will be issued up to 30 days from the ship date as follows (see exceptions below):
  1-15 days..... Full credit if unopened / sealed, 25% restock if opened ($35 minimum).
  16-30 days... Restock fee equal to 25% of item price ($35 minimum).
  31+ days...... Items cannot be returned for credit.
For boards, controllers, power supplies, op panels, laser printheads and other electronics:
  1-15 days... Full credit if unopened and antistatic bag is still sealed.
   

35% restock if opened or not in original packaging ($75 minimum). Some controllers cannot be returned if opened, ask sales person.

  16+ days... Items cannot be returned for credit. If warranty is claimed and the packaging is opened, we will exchange the defective item for a working unit only, it cannot be returned for credit.

Defective parts must be returned within 10 days of an RMA being issued.

 

1. Shipping and handling charges are not refundable. We need to receive the product back within 30 days of the RMA being issued. The refund will be void after 30 days if the item is not received.

  2. No goods can be returned for credit, exchange or warranty replacement unless they are in their original unaltered packaging. Save all the packaging material during the warranty period! Returned items must be 100% complete and in original condition.
  3. Goods must be unaltered and in resaleable condition in the original packaging. Returned items must be 100% complete and in original condition.
  4. Consumables, including but not limited to: ribbons, ink cartridges, toner cartridges, print cartridges, drums, developers, imagers, rollers, transfer belts, photoconductors, ETB's, ITU's, and acoustical sound enclosures are not returnable except if defective, i.e. warranty replacement only.
  5. Printer Image Transfer Belts, Image Transfer Units (ITU), Electrostatic Transfer Belt (ETB) fall into the category of a consumable and are non-returnable except for warranty exchange. Items must be shipped in the original box with ALL original packing material or they will not be accepted.
  6. Most special order items are not returnable. You will be notified by a sales person if this applies.
  7. Returned items must be shipped to us prepaid and insured. For all returns, the customer prepays shipping charges. Lake Erie Systems does not offer reimbursement. Refused packages will be assessed a flat $20 return shipping charge.
  * Click to continue your RMA request and agree to the above conditions. *
 
Return a Defective Item: I have a problem with my item or it's defective
  1. If you are having a problem with an item, we would like to help you determine what the problem is. Call our free tech support line, and speak to a technician about the product you are having a problem with before you request the RMA. Many issues can be resolved over the phone. Please call or have your technical person call when you have the product near a phone and can answer questions. Call 1-800-570-4533.
 

2. Except for electronics, if your item is defective and it's within the first 30 days, you may return it for a refund or replacement. RMA requests for a refund or credit will be issued up to 30 days from the ship date. Full credit will only be available for 15 days from the ship date of the goods. Shipping charges are not refundable. For all electronics, boards, controllers, power supplies, op panels, motors, and laser printheads refunds for defective items are not available, the warranty and only warranty is the replacement of the defective item.

  3. If your item was shipped more than 30 days and less than 90 days ago, we will, at our option, repair or replace the product under warranty. If a manufacturer's warranty applies, you will be referred to the manufacturer to make a warranty claim. Most warranties vary by product and manufacturer so please submit your request, and we will respond with the appropriate course of action for your product.
  4. Consumables, ribbons, ink cartridges, toner cartridges, print cartridges, rollers, drums, developers, imagers, transfer belts, photoconductors, ETB's, ITU's, and acoustical sound enclosures are not returnable except if defective, i.e. warranty replacement only. Printer Image Transfer Belts (ITU), Electrostatic Transfer Belt (ETB) fall into the category of a consumable item and are non returnable except for warranty exchange/replacement. Items must be shipped in the original box with ALL original packing material or they will not be accepted.
  * Click to continue your RMA request and agree to the above conditions. *
 
Return a core from our Advance Exchange Program
  1. Returned items must be shipped to us prepaid and insured. For all returns, the customer prepays shipping. Lake Erie Systems does not offer freight reimbursement.
  2. Core items must be shipped back freight pre-paid to our facility via a traceable method, UPS, Fedex or USPS with delivery confirmation. We will not accept COD shipments, nor are we responsible for return shipping charges.
  3. Cores must be returned within 30 days of the original ship date or you can be upcharged.
  4. Core items must be in “as failed” condition. We reserve the right to reject any core damaged beyond repair. Cores not properly packed and damage in shipping will be rejected.
  5. You will receive the RMA number in the package with your advance exchange item It will also appear on the packing list and invoice. If you lost this number you may use this online form to request the number be sent to you again via email.
  * Click to continue your RMA request and agree to the above conditions. *
 
Send in a part to be repaired or exchanged
  1. Many parts are sold through our Advance Exchange Program. The part will be sent to you first and you will receive the part and RMA number with the shipment. Please check the item you are interested in ordering using the "Search Part Number" feature to determine if it is offered on the Advance Exchange Program. Items offered on our Advance Exchange program will have an "Exchange Price" showing in the online store.
  2. If you have a whole unit printer you need to send in for repair you may submit your request below.
  3. We will not accept units shipped to us without an RMA number.
  4. After you receive your Advance Exchange item, core items must be shipped back freight pre-paid to our facility via a traceable method, UPS, Fedex or USPS with delivery confirmation. We will not accept COD shipments nor are we responsible for return shipping charges.
  5. You will receive the RMA number in the package with your advance exchange item. It will also appear on the packing list and invoice. If you lost this number you may use this online form to request the number be sent to you again via email.
  6. Cores must be returned within 30 days of the original ship date or you can be upcharged.
  7. Core items must be in “as failed” condition. We reserve the right to reject any core damaged beyond repair. Cores not properly packed and damage in shipping will be rejected.
  * Click to continue your RMA request and agree to the above conditions. *
 
Return an item during the warranty period for repair or replacement
  1. Returned items or printers must be shipped to us prepaid and insured. For all returns, the customer prepays shipping. Lake Erie Systems does not offer freight reimbursement. Shipping costs are not covered under warranty.
  2. Items must be shipped back freight pre-paid to our facility via a traceable method, UPS, Fedex or USPS with delivery confirmation. We will not accept COD shipments nor are we responsible for return shipping charges.
  3. If your item was shipped more than 30 days ago we will, at our option, repair or replace the product under warranty. If a manufacturer's warranty applies you will be referred to the manufacturer to make a warranty claim. Most warranties vary by product and manufacturer so please submit your request and we will respond with the appropriate course of action for your product..
  4. We will not accept units returned to us without an RMA number.
  5. Consumables, including but not limited to: ribbons, ink cartridges, toner cartridges, print cartridges, drums, developers, imagers, rollers, transfer belts, photoconductors, ETB's, ITU's, and acoustical sound enclosures are not returnable except if defective, i.e. warranty replacement only.
  6. Items replaced under warranty must be returned within 10 days of the RMA being issued.
  Our Warrantry Information Page has more details.
  * Click to continue your RMA request and agree to the above conditions. *
 
My item was damaged in shipping.
  1. Call us immediately at 1-800-570-4533. Do not submit a request for an RMA.
  2. This claim must be made with the carrier as soon as the package arrives.
  3. You must save all packaging material for an inspection by the carrier.
  4. Do not under any circumstances ship the product back.
  5. If you need a replacement product shipped, place a new order. We will issue a refund for the original damaged order once the claim is settled.
 
 
Send in a printer or other device to be repaired
  1. We will evaulate your printer or other device, and call you with an estimate of the repair for your approval. The evaluation fee is $45 and will be applied to the repair cost if you decide to have the printer fixed.
  2. After you submit your RMA request, we will email you a form with instructions on packing and shipping your printer in for repair.
  3. We will not accept units shipped to us without an RMA number.

 

I have read and understand the above conditions for requesting an RMA.
Please fill in the RMA request form below.
First Name*
Last Name *
Company Name
Email address*
Phone*

E-Confirmation or Sales Order number(S.O.#)*

Purchase Order #
Quantity of returned item(s)
Part number of Item(s)*
Serial Number(s)
Type of RMA Requested (select one) Reason for return Wrong Part Ordered
Wrong Part Received
Credit / Refund
Defective Return
Warranty Repair/Replacement
Send Printer or Item in for Repair
Core Return
Shipping Damage ** Please call 800-570-4533 immediately **
None of the Above - Enter comments below.
Have you placed a reorder already? Yes No
Do you want us to send a replacement ? Yes No
Comments - Be specific
Enter the code as it is shown (required):
 
Please fill out the above information about your return request and we will respond within 1 business day. Fields denoted with * are required.
   


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