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1-800-570-4533

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Credits, Warranties, Returns, Repairs, RMA Requests

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

Choose one of the following links for Warranty Information and Terms and Conditions:
Warranty Information Terms and Conditions
 
Choose one of the following links for information about your type of return request:
Return my item for credit or refund. My item was damaged in shipping.
Return a core from our advance exchange program. Send in a printer or other device to be repaired or exchanged
Return a defective 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 fee 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, interconnect cards, smart chips, upper front covers, flatbed scanners, scanner MDC cards, laser printheads, and other electronics:
    1-15 days... Full credit if unopened and antistatic bag is still sealed. If opened, item cannot be returned for credit. See Warning Notice included with item when shipped.
    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.
     
  1. All returned items must have a valid RMA number or they will not be accepted. It is the customer's responsibility to prepay the freight charges as well as insure all items returned to us. Lake Erie Systems does not offer reimbursement. Refused packages will be assessed a flat $25 return shipping charge.
  2. Items being returned must be received back within 30 days of the RMA being issued. The refund will be void after 30 days if the item has not been received. Shipping and handling charges are non-refundable.
  3. No items can be returned for credit, exchange or warranty replacement unless they are in unaltered and resaleable condition and in their original packaging. Save all the packaging material during the warranty period! 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, electrostatic transfer belt - ETBs, image transfer units - ITUs) are non-returnable except for warranty exchange/replacement if defective. Items must be shipped in the original box with ALL original packing material or they will not be accepted.
  5. Most special order items are non-cancellable and non-returnable. This includes acoustic sound enclosures. You will be notified by a sales person if this applies.
    * Click to continue your RMA request and agree to the above conditions. *
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Return a core from our Advance Exchange Program
1. It is the customer's responsibility to prepay the freight charges as well as insure all items returned to us. Items must be shipped via a traceable method; e.g. UPS, Fedex or USPS with delivery confirmation. We will not accept COD shipments, nor are we responsible for return shipping charges. Lake Erie Systems does not offer reimbursement.
2. Cores must be returned within 30 days of the original ship date or you may be upcharged.
3. Core items must be in “as failed” condition. We will not accept cores that have been damaged by lightning strikes, power surges or flooding. We reserve the right to reject any core damaged beyond repair. Cores not properly packed and damage in shipping will be rejected.
4. A return address label with your RMA number will be included in the package with your advance exchange item. The RMA number 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.
5. We will not accept items shipped to us without an RMA number.
    * Click to continue your RMA request and agree to the above conditions. *
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Return a defective item during the warranty period for repair or replacement
  1.

If you are having a problem with an item or a printer that was purchased from Lake Erie Systems, we would like to attempt to resolve the issue over the phone as our first course of action. Before requesting an RMA, call our free tech support line, and ask to speak to a technician. Please call, or have your technical person call, when you are near the item to facilitate troubleshooting the issue. Call 1-800-570-4533 weekdays from 8:30 am to 4:30 pm EST. If a manufacturer's warranty applies, you will be referred to the manufacturer to make a warranty claim.

  2.

With certain exceptions (see below), if your item is defective, and it is within 30 days of the ship date, you may request an RMA for a refund or replacement.

  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. 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.

EXCEPTIONS: The following items are non-returnable, unless they are being replaced under warranty.

   

a.

Electronics, including but not limited to, boards, controllers, power supplies, op panels, flatbed scanners, interconnect cards, smart chips, upper front covers, scanner MDC cards, and laser printheads

   

b.

Consumables, including but not limited to, ribbons, ink cartridges, toner cartridges, print cartridges, drums, developers, imagers, rollers, transfer belts, photoconductors, electrostatic transfer belt (ETBs), and image transfer units (ITUs)

   

c.

Special order items including acoustic sound enclosures

  5.

All returned defective items, including printers, must have a valid RMA number, and be shipped in the original packaging with ALL the original packing material. Use the prepaid shipping label provided to you, and reference your RMA number on the shipping label, not on the box itself.

   

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

    * Click to continue your RMA request and agree to the above conditions. *
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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.
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Send in a printer or other device to be repaired or exchanged
  1.

You may send in your printer or other device for repair. Please submit your request below. We will email you a form with instructions on packing and shipping your item in for repair, along with your RMA number. Once our technician has assessed your item, we will contact you with an estimate of the repair for your approval. Should you decide to not have your device repaired, there is a $45 evaluation fee. RMA Request Form

  2. We also offer many items through our Advance Exchange Program. This allows you to get back up and running much more quickly. To determine if your item is available on advance exchange, enter the part number in the “Search Part Number” box at the top left of your screen, and click GO. Items offered on advance exchange will have an “Exchange Price” showing in the online store which you may order. With the Advance Exchange Program, we will ship your item first along with an RMA number. You will have 30 days to return your defective core to us, or you may be upcharged.
  3. We will not accept items shipped to us without an RMA (Return Material Authorization) number. Items must be shipped freight prepaid and insured to our facility via a traceable method; e.g. UPS, Fedex or USPS with delivery confirmation. We will not accept COD shipments, nor are we responsible for return shipping charges.
  4. A return address label with your RMA number will be included in the package with your advance exchange item. The RMA number 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.
  5. Core items must be in “as failed” condition. We will not accept cores that have been damaged by lightning strikes, power surges or flooding. We reserve the right to reject any core damaged beyond repair. Cores not properly packed and damage in shipping will be rejected.
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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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