How do I return or exchange Xyron products?

GENERAL RETURN POLICY

 All returns require a Return Material Authorization (RMA) number. Customer Service reviews requests based on the following guidelines.

 CLIENT RESPONSIBILITIES

 Please contact Customer Service at 800-793-3523. Returns of any type will not be accepted without an RMA number. For prompt service, please have as much of the following information available as possible: Client name, Client account number, original invoice number(s), Client purchase order number(s), part number(s), serial number(s), SKU(s), quantity, product condition, whether the product has been opened, and reason for the return request.  

 The Client is responsible for shipping charges on returned items and all risk of loss. Esselte recommends that all shipments have full insurance coverage and use a carrier that can provide proof of delivery. The Client should discuss the possibility of restocking fees being assessed with Customer Service. Customer Service will be able to provide the amount and reason for the fee(s) on a case-by-case basis.

All approved RMA’s should be shipped to the address provided by the Customer Service team. The RMA or Return Quote that is provided by the Customer Service team must be included in the return shipping box or affixed to the outside.

 PERMISSIBLE TIMEFRAME FOR RETURN

 Esselte provides a thirty (30) day return policy. All requests for a Return Material Authorization (RMA) must be made within thirty (30) days from the invoice date. RMA numbers issued by Esselte are valid for 30 days from the date of issuance. The product must be returned to Esselte within this timeframe. RMA numbers will not be extended or reissued. RMA product received with an expired RMA number may, at Esselte’s discretion, be refused or returned to the client at their expense, may be credited at a maximum 50% of purchase price, and/or may be charged a $25 processing fee.

 RETURNED PRODUCT RECEIVED MUST BE 100% COMPLETE.

  All original manufacturer’s protective packaging (including electrostatic protection), manuals, software, documentation, cables or other accessories originally shipped with the product, blank warranty cards, and original UPC codes on the box must be included in the return. Incomplete returns may be returned to the Client or assessed an incomplete return fee of up to twenty-five percent (25%) in addition to any other fee(s).

  Returns received with the original manufacturer’s box defaced in any way and/or approved unopened returns that are received in open condition will be assessed a defaced carton fee of fifteen percent (15%) in addition to any other fee(s).

 WARRANTY CLAIMS

  Please see Esselte’s existing Manufacturers’ Warranty for specific information on Defective Product returns. Generally, our policy provides a product warranty lasting one (1) year from the date of purchase.

  NON-DEFECTIVE RETURNS

  Non-defective returns are accepted for credit or exchange at Esselte discretion. All non-defective returns which are unopened are subject to a fifteen percent (15%) restock fee.

 DOA PRODUCT

 Product that has never worked may be Dead On Arrival (DOA) and will be repaired, replaced, or credited at Esselte discretion.  Clients  should contact Esselte at 800-793-3523 to open a service tag for warranty repair assistance. Products returned as DOA may be tested. Products found not to be DOA may be returned to the customer at the customer’s expense.

  DAMAGED PRODUCT

  If product arrives with damage that is visible or likely to have affected the contents of the boxes, the correct method of handling is to refuse delivery of the shipment due to damage by the carrier and notify Customer Service. The carrier will be responsible for returning it to Esselte, Inc. The Client must note the reason for refusal on the carrier’s ‘attempted delivery’ record. If the damaged shipment is accepted, the recipient must note all known and visible damage on the carrier’s ‘delivery record’ in order for Esselte, Inc. to file a damage claim. The recipient must save the product and all packing it arrived in and notify Customer Service immediately so a carrier inspection and pickup can  be arranged. Failure to follow these instructions or to report damage within five (5) days from the delivery date will result in the request  being denied as out of return eligibility.