Is it mandatory to have an RMA number in order to return a product to Eio.com?
Yes. You must obtain a Return Merchandise Authorization ("RMA") number within the applicable Return Policy period. Eio.com will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 15 days. Eio.com must receive the returned products within this timeframe. RMA numbers will not be extended or reissued. Customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.
How do I acquire a Return Merchandise Authorization number (RMA#)?
Please give us a call at (877) 746-7346 and one of our customer service reps will issue you an RMA number.
What address should I send my return to?
22412 Normandie Ave. #A
Torrance CA 90502
Attn: RMA# (write your RMA number here)
May I exchange my RMA'd item for a different product?
No. We do not exchange RMA items for different items. We will only replace an RMA'd item with an identical replacement item of the same make and model. If the return policy period for a refund has not yet expired, you can request an RMA Refund (subject to 15% restocking fee), order a new item, and we'll refund your original purchase after we receive your returned product.
Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
It takes us approximately two business days to process a credit back to your credit card and 2-3 business days for it to appear on your statement.
How long does it take for Eio.com to process an RMA?
RMA processing time may vary depending on the product and reason for the return but generally processing time is 2-5 business days once the RMA is received and meet all following criteria:
1. Return with RMA number clearly identified in shipping label or on package.
2. Return with all original equipment, components, manuals, cables, documents, and packaging.
3. UPC code along with retail package.
4. No physical damage caused by customer or by carrier.
5. Item is NOT out of warranty when it is received.
Is it necessary to return each individual accessory when I send in a return? What should I include with my RMA?
Yes. All original equipment, components, manuals, cables, documents and packaging must be returned with your item in order for Eio.com to process your RMA. Eio cannot process RMA returns that are incomplete; incomplete RMAs will be returned to you. In most cases, items sent in for RMA replacement will be replaced with a full item set, including accessories. Please return all accessories with your RMA.
When and why are restocking fees applied? How much is deducted when a return is subject to a restocking fee?
There is a restocking fee of 15% on all returns for refund (RMA Refund), unless waived by a Customer Support Agent. We charge this 15% restocking fee for all returns for refund to encourage customers to purchase products they intend to keep. We offer RMA Replacement without any restocking fee to support customers who have received a defective product.
Does Eio.com pay the return shipping cost for defective merchandise?
No, Eio.com does not pay the return shipping cost for defective merchandise. We are not responsible for product defects, because we do not manufacture the products we carry. However, if you pay to send the item back to Eio.com, we will replace the item and ship the replacement to you at no charge. Eio.com will employ every resource it has to ensure that your item is replaced promptly, without hassle.
Will Eio.com cross-ship replacement merchandise?
Cross shipping is not available, if an item is within thirty days of invoice, we will charge for a new item being sent out and credit your account once we receive the RMA item.
I received an email indicating that the item I RMA'd is no longer available or is backordered. What happens now?
If an RMA item is found to be on backorder and we cannot obtain the item, you will be notified by email and offered a similar replacement or a refund. We try to contact every customer in this case to find an agreeable replacement item or refund amount.
I received an email indicating that the serial number of the item I RMA'd does not match the serial number of the product I originally purchased from Eio.com. What should I do?
We keep serial numbers on all products we carry. Occasionally, our customers inadvertently return items that were not purchased at Eio.com. In such a case, the item in question will be returned to the customer with a request to send the correct item.