Returns & Exchange

All returns must be authorized prior to return shipping.  Items returned without prior authorization will not be accepted.  Contact SurplusEQ.com toll-free at (877) 967-1904 to obtain a Return Material Authorization (RMA) Number. At SurplusEQ.com’s discretion, an engineer may contact the Customer to try to resolve product issues over the phone. In many cases we are able to solve problems without requiring the return of the unit for repair.  Items returned to us must be sent freight pre-paid and insured and packed in our original packaging.  Once product is received at our warehouse and internal RMA procedures are completed (testing/evaluations, etc.), Customer's account will be adjusted accordingly.

 

 

International Customers:

 

Are liable for the freight to our location and for the post-repair return freight if Warranty repairs are needed.  We do not refund any shipping, handling or bank fees.  Customer is responsible for filling out shipping and export documentation to read “Warranty Repair” or similar.  SurplusEQ.com will not pay import taxes on returns or exchanges.  All returns must be in the same packaging and condition as it was sent. When we handle returns, defective items will be replaced with the same or similar product depending on stock availability.  Any refunds provided will be by check, unless a credit card was used for purchase, then the refund will be credited to the same card only.

 

Products returned due to incompatibility issues are not considered defective and may be subject to a 15% restocking fee.  It will be in SurplusEQ.com’s sole discretion whether to remedy warranty claims through product replacement, repair, or credit on account.  In no event shall SurplusEQ.com be liable for special, incidental, or consequential damages, including but not limited to loss of profit or opportunity. SurplusEQ.com’s liability for repair, replacement, or credit on account will in no way exceed the original purchase price of the defective equipment.

 

New Equipment Returns: 

 

New equipment may be returned for warranty repair/exchange to us within the specified warranty period for the item purchased if proven to be defective.  Items that have malfunctioned due to mishandling, electrical overload, etc., will be subject to a repair charge.

 

Non-Defective:

 

New equipment will typically not be accepted for return/refund unless a prior right of refusal has been agreed in writing with your Sales Associate.  If such an agreement exists, new equipment will be accepted only if the equipment is still in new, re-sellable condition with the original manual(s), accessories, packing material and carton. A restocking fee of up to 25% of purchase price may apply.  Special orders are non-returnable.

 

Physical damage or modifying of the product in anyway will void this warranty

 

Used Equipment Returns: 

 

Upon receipt of used equipment returns, units will be evaluated to determine if repair or exchange is covered under warranty.  Warranty period is stipulated in our written quotation and/or your Purchase Order.  At our discretion we will repair, replace or credit the price paid for the unit.    

 

Warranties do not cover products damaged through misuse or improper installation, operation, or modifications.

 

This warranty does not cover product damaged during shipping - other terms and conditions may apply.

 

Rental Returns:

 

Any damages to the rented test equipment will be invoiced back to the customer.  Customer is responsible for packing the equipment properly and using the original box.  Customer is responsible for shipping charges and insurance.

 

Physical damage or modifying of the product in anyway will void all warranties.

 

 

 

 Warranty Policies

 

 

The below warranties do not cover the following:

 

Incidental and consequential damages.

 

This guarantee / warranty does not cover incidental and consequential damages arising in any way out of the use of the equipment. The liability is, in any event, limited to the amount of the original purchase price of the equipment.

 

Negligent Operation.

 

This guarantee / warranty does not cover any loss or damage arising in any way due to the negligent operation of the equipment.

 

Altered, Repaired, or Misused Equipment.

 

This guarantee / warranty does not cover any loss or damage arising in any way out of the use of the equipment if it has been altered, repaired by persons other than the manufacturer, if it has been abused or misused, if security labels have been removed, or if it has been used other than in accordance with the manufacturer's operating instructions.

 

Third Party Use.

 

Unless prohibited by law, this guarantee / warranty does not cover any use of the equipment by a person other than the original purchaser thereof.

 

Other Guarantee/Warranty Information

 

Cosmetic defects and consumable items, such as batteries, electrodes, etc. are not covered by this guarantee / warranty.

 

In cases of shipping damage, this guarantee / warranty does not apply, and customer's responsibility shall be to contact the forwarder promptly and register a claim. Concealed damage should be reported at once and a claim made to the customer's forwarder in writing.

 

Warranty will be void if payments are not received by SurplusEQ.com.

 

The buyer is responsible for all shipping costs.

 

 

 

 

 

5 Day Right of Return (ROR)

You may return your product(s) for a full product price refund under the disclosed guidelines.

Your product must be within the 5 day allowance for full product price refund from the received date. The received date is determined by the shipping carrier's date of delivery from their system or tracking number.  The date the unit is received is considered day 1 of the warranty.

 

The refund does not include any associated calibration or repair costs at all.  Overseas shipping costs are non-refundable. *All returned items will be charged a 15% restocking fee unless returned because of a functionality issue.*

All returned items must be sent back in accordance with our RMA procedures and to our main facility in Phoenix, AZ for an in-house inspection. All items sent with the original shipment must be returned.  This includes CD-ROMS (manuals or *.pdfs), options, plug-ins, probes, power cords, modules, etc. if an item is missing from original packaging or equipment itself, a refund will not be granted.

 

Non-Defective new equipment will typically not be accepted for return/refund unless a prior right of refusal has been agreed in writing with your Sales Associate.  If such an agreement exists, new equipment will be accepted only if the equipment is still in new, unused and in re-sellable condition with the original manual(s), accessories, packing material and carton. A restocking fee of up to 25% of purchase price may apply.  Special orders are non-returnable.

 

 

Physical damage or modifying of the product in anyway will void this warranty

 

 

Sold AS IS

If the item is listed or sold 'AS-IS', there is no warranty of any kind and there will be absolutely no returns, refunds, exchanges, or chargebacks.  We do not guarantee the function or usefulness for any purpose of any item. We are not responsible for any damage caused through or by the use or misuse of our products.  Any warranty mentioned begins the day the item is received unless stated otherwise.  Defective merchandise will be replaced in the best possible manner of our choosing.

 

ALL ITEMS DESCRIBED BELOW ARE PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND, AND SurplusEQ.com, INC. EXPRESSLY DISCLAIMS ALL EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. SurplusEQ.com, INC. DOES NOT WARRANT, GUARANTEE, OR MAKE ANY REPRESENTATIONS REGARDING THE USE OR THE RESULTS OF THESE ITEMS OR ANY ACCOMPANYING WRITTEN MATERIALS IN TERMS OF THEIR CORRECTNESS, ACCURACY, RELIABILITY, CURRENTNESS OR OTHERWISE. THE ENTIRE RISK AS TO THE RESULTS AND PERFORMANCE OR THE SOFTWARE AND WRITTEN MATERIAL IS ASSUMED BY YOU.

 

 

 

 

 

Guaranteed Not DOA  

Item is guaranteed to power on, no other tests are performed on unit.  Customer must test and inspect item within 3 days of receipt.  The date the unit is received is considered day 1 of the warranty.  If you receive an item that we have guaranteed against DOA, and it is Dead On Arrival, please notify us immediately.  We will then instruct you on how to return the item for an exchange or refund.  We will not accept any returns without an assigned RMA Number; we will provide you with an RMA number when we discuss your return.  We do not reimburse any fees you may have incurred from testing, diagnosing, or shipping items.

 

 

 

 

 

 

 

30 Day Repair/Exchange Warranty: 

 In the event item is defective and is under warranty, customer will follow SurplusEQ.com’s return RMA procedure.  SurplusEQ.com will evaluate whether unit can be repaired and time frame for repairs.  A loaner unit may be issued, if available.  If unit cannot be repaired, an exchange for a like unit will be sent depending on stock availability.  The date the unit is received is considered day 1 of the warranty.

 

 

 

7 Day Exchange Warranty: 

In the event item is defective and is under warranty, customer will follow SurplusEQ.com’s return RMA procedure.  SurplusEQ.com will evaluate whether unit can be repaired and time frame for repairs.  A loaner unit may be issued, if available.  If unit cannot be repaired, an exchange for a like unit will be sent depending on stock availability. The date the unit is received is considered day 1 of the warranty.

 

 

 

New Fiber Optic Equipment

 

 

 

All warranties are effective the day the item is received by customer.

 

 

Fusion Splicer’s

1 Year Warranty Includes: 

SurplusEQ.com is not an authorized dealer of AFL, Sumitomo, or Fitel fusion splicer’s.  All service/parts/warranties are provided