Returns Guidelines
Last Updated: September 12 2022
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These return guidelines cover both Frequency Pro Audio, LLC and DBA, Frequency Technology Solutions, LLC.
All product returns must meet Frequency Technology Solutions, LLC return policies in order for Frequency to issue a return order. If Frequency has return rights with its manufacturers/suppliers and/or distributors, Frequency Technology Solutions, LLC only accepts the return of products that fall within one of these categories within THIRTY (30) DAYS from the date of Frequency's invoice:
Factory Sealed (in fully resalable condition - i.e. no stickers, markings, etc.)
Defective or Dead on Arrival (DOA)
Open - Non Defective
If Frequency does not have return rights to the manufacturer or distributor of choice, the product is non-returnable.
Types of returns that you can request from Frequency Customer Care:
Replacement returns of products damaged on arrival -If requested, a replacement order can be created and Frequency ships the replacement product as soon as the product is available.
Cross-Shipment returns of DOA products - If you have a net-terms open account, Frequency ships the replacement product immediately; you ship the damaged product, and the packages cross in transit.
Credit returns of undamaged products - Credit returns may be available depending on a variety of conditions. You ship the product; when it is received, Frequency credits your account. Custom-configured products cannot be returned for credit.
Products returned for any reason other than Dead on Arrival (DOA), Defective, or Open – Non Defective, must be in resalable condition (no stickers, etc.), complete and unused, and the outer seal must not have been opened or re-taped. Product boxes that do not meet the condition specified on the return order are often not eligible for return and will be returned back to the customer.
All eligible returns will receive a credit that will be issued at current pricing or original purchase price, whichever is lower. Frequency will also add any fees assessed by the manufacturer/supplier and/or distributor.
For your Returns Order to be issued and honored, your account with Frequency must be current.
Products Returned Without a Valid Returns Order
Products not authorized for return shall be defined as an "unauthorized return". Unauthorized returns may be returned to you at your expense or Frequency may, in its sole discretion, issue a credit for the current price or the cost of goods less a 30 percent handling fee. Frequency will not be liable for any loss or damage to unauthorized returns.
Custom Orders/Products Returns Not Allowed
All orders that require configuration or assembly of product to meet customer specifications or any product identified by Frequency are non-cancelable and may not be returned to Frequency. The customer is responsible for the full payment of the order once a purchase order has been sent to Frequency.
Additional Products Not Eligible for Returns
End-of-Life Products
Original Equipment Manufacturer (OEM) Products
Refusal of Orders
Refused orders may be subject to a cancellation fee. Call Frequency Customer Care at 512-489-6755, option 2 before refusing any shipment. Failure to call may result in credit refusal, and products will be returned to you at your expense.
Returns Shipping Guidelines
For Frequency to process your return in a timely manner, please review the information and follow the procedures outlined below:
Use the original manufacturers' boxes and packaging.
Package all returns to prevent damage in transit.
All returns must have a return order number printed on the return shipping label
Do not write addresses or return order numbers on the outside of the manufacturers' boxes. Products must be in resalable condition to receive credit.
All returns must be unused and include all components, accessories, cables, software and manuals in the original shipment.
All returns must be received by Frequency within 30 days from the date the return order number is issued. Return order numbers are only valid for 30 days.
Frequency does not provide call tags or shipping labels for returns unless it is a Frequency error.
Dead On Arrival (DOA) / Defective Returns
Provided Frequency has return rights with its manufacturers/suppliers and/or distributors, Frequency will accept the return of products as long as the return authorization is issued within THIRTY (30) DAYS from the date of Frequency's invoice. Products that are inoperable at first use are eligible for a DOA return depending upon the manufacturer's returns policy. Certain manufacturers may require that all DOA and defective products be returned directly to them, or they may limit the return time frame after purchase. If you purchased your product from Frequency, please reach out to Frequency Customer Care for more information regarding return rights.
Manufacturer returns policies are subject to change without notice.
In accordance with manufacturer policies, all original packaging, components, accessories, software and manuals must be included with returned DOA and defective products. DOA and defective products returned incomplete may be assessed a charge for the missing items or returned to you at your expense. If you have a DOA or defective product and are unable to complete the return via our on-line tools, please call Frequency Customer Care at 512-489-6755, option 2.
Sealed Product Returns
Provided Frequency has return rights with its manufacturers/suppliers and/or distributors, Frequency will accept the return of Sealed Product Returns products as long as they are returned within THIRTY (30) DAYS from the date of Frequency's invoice.
All products must have been purchased from Frequency and your account with Frequency must be current.
To qualify for sealed product returns, products must be in resalable condition in new, clean (without stickers, markings or other attachments), unopened, undamaged, original manufacturer packaging. All products must be returned with all original components, accessories, software, manuals and registration cards.
Non-Compliant Factory Sealed Returns
All factory sealed returns that are not received in resalable condition may be subject to a 30% restocking fee are returned to you at your expense. Credit will be issued at current pricing.
Discontinued/Obsolete Products
Manufacturers/suppliers and/or distributor reserve the right to limit factory sealed returns on discontinued items.
Freight Damage/Shortage Guidelines
At the time of delivery:
Please inspect the condition of the package(s).
Verify quantity and check that the part numbers are correct.
Damages and quantity discrepancies must be notated on the delivery receipt.
Signing for delivery clearly indicates that there are no discrepancies with your shipment.
To report damages or quantity discrepancies:
Please contact our Customer Care team immediately at 512-489-6755, option 2.
Damages require pictures of all 6 sides of the box or carton upon submitting your claim.
If you buy from Frequency Technology Solutions, LLC please ensure you have marked the POD "short" or "damaged". If the shrink wrap is not intact, please also notate that on the POD. LTL shipments received short or damaged must be notated on the POD at time of signing.
For small parcel or LTL shipments, all damages and shortages must be reported within 10 calendar days including the date of delivery to report the claim by contacting Frequency Customer Care at 512-489-6755, option 2.
Provide Frequency Customer Care with condition of the product, pictures of both the box and the product if damaged, tracking number, and contact name and phone number where package is located. (Address must be the same as the address where the product was delivered or the claim is no longer valid and will be denied.)
The carrier should inspect and/or pick up the damaged package, leave a call tag, pick up receipt and return the product back to Frequency within 7-10 business days. Please keep this receipt for your records in case the product is not returned to Frequency.
In the event that the inspection does not take place, your product is not picked up, or you have not received an email label/call tag within 10 business days of your initial call, please contact Frequency Customer Care at 512-489-6755, option 2.
Please be advised that if all of the above criteria are met, there is no guarantee that the claim will be approved. The above guidelines are to prove that the carrier has mishandled your freight and will be held responsible.
Questions
Questions regarding these Returns Guidelines or other policy related material can be directed to our support staff by emailing us at: returns@frequencytechnologysolutions.com.