CUSTOMER SERVICE POLICY
We welcome each and every opportunity to service our customers. During normal business hours, your call will be taken by a 'real' person, not an automated answering system. After hours, we have provided a phone number that can be called so we can respond to your request (See contact information below). You will be greeted by pleasant, knowledgeable people who will do whatever is necessary to assist you with your questions, applications or any other issue that is presented to us. We welcome and encourage you to tell us if the products you have purchased or the service you have received is not, in any way, satisfactory. We will do everything possible to earn your business each and every time you contact us.
Return of goods for repair, warranty claims, credit or any other reason will NOT be accepted without a RETURN MATERIAL AUTHORIZATION (RMA) form.
The RMA can be obtained by contacting CPS via phone, E-mail or fax. Defective goods will be replaced or credited, at the customers option, at no additional charge.
A minimum of 25% restocking fee applies to all non-defective items returned within the first 30 days after purchase.
Thereafter, a larger restocking fee may apply based upon the date of original purchase. Products will NOT be accepted for return 90 days after purchase date.
Products being returned must include original packaging and hardware, and must be in "like new", resaleable condition or additional packaging and refurbishing charges may apply. Obsolete products will not be accepted for return. Credit will not be issued for products returned severely damaged.
All items to be returned must be sent back to us via prepaid freight, with the RMA form in the box. No freight collect shipments will be accepted. Returns must be received at CPS within 14 working days from the date the RMA was issued. Items returned after that date will be refused and returned to the customer at the customers expense.
If a customer orders the wrong product by mistake, it may be returned with a reduced restocking charge of 10% if all of the following conditions are met:
- CPS is contacted within 10 working days from the date of shipment to request an RMA and the incorrect product is returned and received at CPS within 30 days of original shipment.
- The customer must pay freight charges to return the product.
- The product must be received in original packaging and in "like new" condition.
- The customer must immediately place a replacement order of equal or greater value than the origninal order being returned. If all of these conditions are met, and at the discretion of Custom Products & Services, Inc., the customer may receive the reduced 10% restocking fee.