What is AvidBiometrics.com Return Policy?
AvidBiometrics.com offers returns on new and unopened items within 30 days of the date that the item originally shipped with the exception of biometric door locks, biometric deadbolts, biometric software, SDKs. Security safes that are new and in their original packaging can be returned within 30 days as well; however customer agrees to pay freight and shipping fees to return the product. As mentioned here and below certain products are non-returnable. Certain items are non-returnable if a package has been tampered with or damaged by the customer. Customers agree to pay all shipping costs in regards to returning a product unless the item is found to be defective upon receipt. With the exception of indicated biometric time clocks, a 15% restocking fee applies to all returns unless the item is found to be defective upon receipt. This 15% restocking fee is in place to cover our handling, packaging, shipping, costs as well as transaction fees imposed by processing credit card transactions. Items that are eligible for a return must be accompanied by an AvidBiometrics.com official RMA (Return of Merchandise Authorization) number. Items that are returned without an RMA, will be denied upon arrival at our warehouse and returned to the customer at their own expense. Customers MUST contact an AvidBiometrics.com sales representative prior to returning or requesting an RMA on any eligible product.
Are there products that cannot be returned?
Yes! Please order carefully. AvidBiometrics.com does not accept returns on biometric door locks, biometric dead bolts, biometric software, or biometric SDK kits that have been opened. By purchasing any of the products in these categories you agree that your sale is final and not eligible for a return. Furthermore security safes have a limited return policy and the customer agrees to pay for any return shipping or freight courier charges in returning a safe. If the item is found to be defective, we will exchange the item or issue a refund. Door locks that have attempted to be installed, have been visibally used, damaged, or missing any parts can not be returned.
What if I received an item that is defective or missing contents?
If you have purchased an item that is defective, please contact AvidBiometrics.com immediately. We will review your return request and issue an RMA for the defective or missing merchandise. After we have inspected your product and verified that it has not been damaged by the customer or tampered with, we will at that point issue a refund on the product or arrange for the item to be replaced. If the item has been found to be damaged by the customer or tampered with during installation, the item will be returned to the customer and no refund will be issued. Again, please note that certain biometric products are non-returnable!
Can I simply ship the product back to your warehouse?
No! You must contact AvidBiometrics.com to request an RMA form with instructions on how to return eligible items. Items returned without an RMA form, will be returned to the customer at their expense to begin the RMA process.
What is your return policy on safes?
If you are purchasing a safe from AvidBiometrics.com you agree to the following terms. Most safes over 70 lbs are delivered by freight courier and you will need to be present to accept the delivery. All safes that arrive via a freight carrier must be inspected at the time of delivery for noticeable signs of damage such as friction marks, indentations, and tears to the packaging and box. If there is ANY sign of damage, you need to thoroughly inspect the safe, before signing an acceptance of delivery. Customers have the right to refuse the shipment at the time of delivery and should contact AvidBiometrics.com customer service at that time and note the refusal of delivery.
If a safe has been signed for with no damages notated, the customer releases AvidBiometrics.com from any liability and must contact the designated freight courier to discuss the damage and file a claim against the courier. If a safe arrives damaged at the time of delivery, it is the customer's right and responsibility to refuse the shipment. Once an item has been signed for, the customer must contact the manufacturer to address damages or warranty issues, and/or contact the freight courier to discuss damages and file a claim with the courier. Again, if you suspect damage to the safe, refuse the shipment immediately!
How do I request a return?
1) Contact AvidBiometrics.com to discuss the return process.
2) Request an RMA number from AvidBiometrics.com
3) Once you have received an RMA number and shipping instructions, you will need to resend the products in their packaging including all parts, warranty registration cards, and manuals. Packaging materials need to be in new condition and hot be damaged.
4) Ship the product to the specified address in your RMA form. Unless the biometric product is defective, you are responsible for shipping the item.
5) Upon receipt of your package, an AvidBiometrics.com warehouse manager will inspect your package to make sure they are in accordance with the terms stated above and a credit will be issued to you via your original payment method.
When will I receive a credit for an item that was returned?
If your item is eligible for a return and you have followed the return process, you will receive a credit (minus any applicable restocking fees which apply to all returns unless the biometric merchandise is damaged) after it has been inspected by an AvidBiometrics.com warehouse manager. Please note, that this can take 3-5 business days to process your refund or exchange once we have received your returned biometric merchandise. If you are requesting an exchange, we will process the exchange request after we have received and reviewed your return and ship the replacement item as quickly as possible.
What if I have questions?
If you have questions, the most painless solution is to contact an AvidBiometrics.com sales representative before purchasing your biometric products. If you’ve purchased a biometric product that you feel is eligible for a return, please contact AvidBiometrics.com immediately.