Returns Policy and Procedures
It is Pomeroy’s goal to provide the highest level of service to our clients. Unless there is a separate, written agreement with Pomeroy, Returns Policies and Procedures
To request a product return, contact your Pomeroy sales associate. Upon approval, a return material authorization (RMA) number and return shipping instructions will be provided. The RMA number must be placed on the exterior of the package and all returns must be shipped to the address provided.
Pomeroy cannot be held responsible for any product given to a sales associate at any time. Incomplete or unauthorized returns will be refused and returned to you at your expense. Freight and Service fees are non-refundable. RMA numbers are valid for 15 days from the date of issue. Returns may be subject to a 25% restocking fee.
Damaged In Route
Products with visible signs of damage should be refused at the time of delivery. Shipping damages accepted by the carrier must be reported within 48 hours upon receipt and noted on the Bill of Lading. Concealed damages must be reported within five (5) business days of receipt. All damaged products must be communicated to your sales associate who will arrange for carrier inspection, pickup and replacement.
Dead on Arrival (DOA)
DOA/Defective product is defined as a non-functioning or malfunctioning product that is discovered after opening the box and must be reported within ten (10) business days from invoice or five (5) business days of receipt of product. *Defective does not include returns for incompatibility.
Unopened product return requests must be reported within ten (10) business days of invoice date.
Open Box / Non Defective
Open Box and Non-Defective product return requests are strictly based on the manufacturer’s return guidelines and restrictions for return. Approved return requests must be returned complete and include the original boxes, packing materials, and other accessories provided by manufacturer. Product returned that is not 100% complete may be returned at the client’s expense or liquidated with the proceeds to offset any open receivable balance.
Boxed software and software license returns are strictly based on the manufacturer’s terms and conditions for return. Software is not returnable if the packaging has been opened or if the software has been downloaded.
Special order or custom products are only eligible for return if the manufacturer grants an exception. This includes, but is not limited to, product without original packaging, discontinued merchandise, and special order, custom-built or configured items.
1. Pomeroy hereby warrants all products sold as follows:
a) Products shall be free and clear of all liens or encumbrances, except the security interest, if any, of Pomeroy herein.
b) All manufacturers’ warranties applicable to the products shall be in full force at the time of sale to the end of such warranty period and terms shall be as provided by the manufacturer for its new equipment.
c) All manufacturers’ warranties applicable to the products are the responsibility of the manufacturer and not Pomeroy.
d) Any warranty service provided by Pomeroy will be at the direction of, and the responsibility of, the manufacturer. All terms and conditions of the manufacturer’s warranty apply. Any service provided by Pomeroy not covered and paid pursuant to the manufacturer warranty will be charged to the customer at Pomeroy’s then current per hour rate for such services, including travel time and materials charges.
e) Service calls, where originating problems are found to be non-warranty related, will be charged a $75 per hour fee for time associated with travel, diagnosis and repair.
2. The remedies stated in this Article with respect to Pomeroy shall be its exclusive remedies in connection with the products or the performance of services provided by Pomeroy.
3. POMEROY DOES NOT WARRANT THAT ANY MATERIALS, SUPPLIES, PARTS OR OTHER PRODUCTS WILL MEET CUSTOMER’S REQUIREMENTS, OR THAT THE OPERATION OR USE OF ANY MATERIALS, SUPPLIES, PARTS OR OTHER PRODUCTS WILL BE UNINTERRUPTED OR ERROR-FREE. POMEROY MAKES NO WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.
4. Pomeroy warrants all replacement parts provided to in connection with repair service as follows: replacement parts will be guaranteed for a period of ninety (90) days from the date of service, during which period any defective part installed by Pomeroy will be replaced at no additional charge. Notwithstanding the foregoing, in the event a part is replaced during the manufacturer’s original warranty period, the part will be warranted for a period equal to the remainder of such period. Replacement parts may be new or reconditioned to manufacturer’s specifications.