Guidelines for Returning Product
At Newstripe, Inc. we believe that in most cases, although not all, we may be able to provide you a solution so that you may not have to return products to us. Please call one of our sales representatives for a Return Authorization number before returning any products to us. The sales representative may request return approval for your product by our Technical Service Department before a Return Authorization can be issued.
Newstripe, Inc. offers a wide variety of products. The return policy varies for different products based on their product type. Please see “Return Policy by Product Type” for the breakdown of the policy by product type.
For further information regarding the return process, see “Return Process Steps” section.
PLEASE NOTE: We cannot accept products that you purchased from one of our distributors or any other third party. Please contact the distributor from whom you purchased when seeking potential replacement, repair, or credit.
Limits of Liability
A Return Authorization number does not guarantee a refund or replacement. If a credit is initially issued on a Return Authorization and Newstripe, Inc. finds the problem to be due to “customer abuse” after the product is returned and inspected, restocking and refurbishing charges will be deducted from your refund or credit and you will be notified of such action.
Newstripe, Inc. will accept no responsibility or issue credit for damage caused during transit to the returned product. It is your responsibility to assure that the product is properly packaged for shipment. Freight charges are your responsibility and we highly recommend that you insure the item, at your expense, for the amount of the potential credit that you are seeking.
Return Policy by Product Type
If the product is in like-new condition with the original packaging, the product can be returned within 30 days of purchase for a 15% restocking fee. The restocking fee is waived if the returned product is exchanged for a product of similar or more value.
Additional restocking fees will be applied if the returned product is received in less than like-new condition. Newstripe is not responsible for any damage caused to the product during return shipping. Therefore, for more expensive products, it is recommended that shipping insurance is purchased prior to sending the product back.
Parts:
Parts are not returnable. However, if the wrong part is ordered in error, it can be returned to exchange for the correct part. The return/exchange must be requested within 30 days of receiving the parts order, and the returned part must be in new condition and uninstalled.
Stencils (Non-custom):
If a stencil is in new condition, the stencil can be returned within 30 days of purchase for a 15% restocking fee. The restocking fee is waived if the returned stencil is exchanged for a stencil of similar of more value.
USED STENCILS ARE NOT RETURNABLE. No credit will be issued for returned stencils that have been used.
Custom Stencils:
Custom stencil are not returnable. However, we guarantee you are getting exactly what you purchased. We do this by providing a proof for your approval prior to cutting/finalizing any custom stencil. This proof shows exactly what you will be receiving for your custom stencil along with dimensions. Therefore, the proof is your opportunity to make any desired changes to your stencil.
Paint:
Paint is not returnable. However, if the wrong paint is ordered, it can be returned to exchange for the correct paint. Paint return/exchange requests must be requested within 10 days of receipt of the paint order. The paint being requested for return must be unopened.
Warranty Claims:
PLEASE NOTE: Most technical issues (both warranty and non-warranty based) are field repairable and can be diagnosed with a quick phone call to Newstripe. Newstripe inspects and tests each product they manufacture, so often, just a simply field fix is required to resolve most issues.
For warranty claims, all failure symptoms must be reported to for each product returned for Quality Control purposes prior to returning the product.
Newstripe will repair or replace any product that is deemed eligible for a warranty claim. If a product does need to be returned due to a warranty claim, it is the responsibility of you, the customer to return the product. The shipping cost associated with returning the product will be reimbursed after warranty inspection and approval. Upon receipt of the product, the product will be inspected for warranty claim eligibility. If the product is deemed eligible for warranty, Newstripe will take care of the repairs and the cost of shipping the product back to you.
Return Process Steps
- Once you have called to request your Return Authorization, it will be faxed/e-mailed to you. Print and include a copy of the the Return Authorization form with the return shipment.
- Products must be returned in the original packaging and in like-new condition. Include all documentation and other components included with the original order shipment. Products returned in less than like-new condition or missing documentation and/or components will be subject to a refurbishing charge.
- Shipments should be in an appropriate shipping container to avoid product damage. See “Limits of Liability”.
- Return only products that are specified on that Return Authorization. Additional products sent without request and/or approval may not be accepted for credit.
- Please return the product to the appropriate address shown at the top of the Return Authorization within two weeks of issuance of the Return Authorization. Note: Please check carefully for the correct return address.
- You, the customer, are responsible for freight charges and the shipment arriving safely and undamaged. We highly recommend that you insure the shipment for the full cost of replacing the product. See “Limits of Liability”.
Shipments that do not follow the above procedures may be returned to sender or restocking and refurbishing charges may be incurred at the current cost of Newstripe’s parts and labor.