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Returns
PLEASE NOTE ORDERS RETURNED WITHOUT AN ISSUED RETURN MERCHANDISE AUTHORIZATION NUMBER (RMA#) WILL BE REFUSED! PLEASE DO NOT SHIP ANY RETURNS TO OUR LYNDHURST, NJ ADDRESS - IT WILL BE REFUSED!

If your order qualifies for a return, please e-mail our returns department at returns@Enterplayment.com or use our Contact Us form and we will issue you a return merchandise authorization (RMA#) number and instructions on the procedure for a return. Refunds will not be sent/seen until we have received the returned item (please allow up to 14 days to see the refund on your credit/debit card).

Please note: Depending on the item, return merchandise authorization (RMA) numbers can take up to 5 business days to be issued. In the meantime, please keep the item sealed/unopended until an RMA# has been issued to you for the return of the item. Once the RMA# is issued the item should be returned by way of a reputable shipping carrier, and it should have a tracking confirmation or some method of delivery confirmation. Once the return item has been shipped, please email us the tracking number for this return so we can track this shipment and process your refund in a timely manner.

RMA numbers do expire, so once an RMA number has been issued please send the return to the address provided right away. If we receive the return item after the RMA number expires we will refuse shipment and the item will be shipped back to sender. You will be responsible for any extra costs incurred during this time.
Some items may fall under a different return policy based on the supplier of the item; Enterplayment, at it's sole discretion, will follow the return policy set forth by the supplier on these type of items.

EXCLUDED ITEMS:
The following items cannot be returned to Enterplayment for any reason: All televisions/displays 30" and over (including LCD and plasma), television stands, home/office video projectors, toner cartridges, electric scooters, opened DVDs/Blu-Rays, opened video games, opened computer games, opened computer software, opened audio/music CDs, computers and laptops (notebooks), CD duplicators, air conditioners, massage chairs, ceiling fans, refrigerators, satellite unit (XM, Sirius, etc), and any shipments via freight company. The manufacturers of these items require that all returns go through them via included warranties.

REFUSED/UNDELIVERABLE SHIPMENT:
Any shipments that are returned to the warehouse without a proper return authorization number (RA#) will be charged a 15% re-stocking fee plus original shipping costs will not be refunded. This applies when multiple delivery attempts have been made, the customer refuses shipment, and or the shipping address is not valid.
Additional charges will apply if the product is not received in the same unopened condition that it was shipped out in. These costs will be passed to the customer in the form of a deduction from the total refund due to the customer.

NON-DEFECTIVE ITEMS:
Other than those mentioned in the excluded items list above, only sealed/unopened non-defective items will be accepted for a refund within 14 calendar days of the delivery date. Items must be in their original sealed packaging and in "new" condition in order for us to issue a refund. Please be advised that a 15% re-stocking fee will be applied and the original shipping costs are non-refundable. The return postage costs for non-defective products are non-refundable. Any item not meeting these conditions will be returned to the customer with no refund issued, and may be charged for the applicable shipping costs incurred to return the item back to the customer.

International Customers: Any import duty/tax charges incurred during the return shipment of your item will be deducted from the refund amount that is owed to you for your "non-defective" returned item.

DEFECTIVE ITEMS:
You should first contact the manufacturer for additional troubleshooting assistance, to request any missing pieces or replacement parts, or for more information about the warranty of the item. If you are still unable to get assistance from the manufacturer you may return this item as a "defective" return; please see the details of this below.

Other than those mentioned in the excluded items list above, defective items will be accepted for a refund within 14 calendar days of the delivery date. Please be advised that the original shipping costs are non-refundable. Also, the return postage costs for defective products are non-refundable. Due to the complexity of internet orders; we do not offer exchanges on defective products, we can only accept new orders that are submitted via the website. However, if a new order is placed for the same item we will cover:
  • the shipping costs for this item on US orders.
  • a partial amount of the shipping costs for international orders.
MISSING PIECES/PARTS:
We have no control over missing pieces/parts on the items we sell because we receive these items directly from the manufacturer. You should first contact the manufacturer for additional troubleshooting assistance, to request any missing pieces or replacement parts, or for more information about the warranty of the item. If you are still unable to get assistance from the manufacturer you may return this item as a "defective" return as long as it still qualifies for a return based on what is outlined in our return policy.

DAMAGED ITEMS:
All packages are inspected for damage before they are shipped. If your package has been damaged in transit, please refuse the shipment if the damage is external or contact us within 24 hours if the damage is hidden. WE CANNOT ACCEPT DAMAGE CLAIMS AFTER 24 HOURS FROM THE DELIVERED DATE. If you contact us after 24 hours for an item that arrives damaged; follow the return policy stated under "DEFECTIVE ITEMS".

ITEM/ORDER HASN'T ARRIVED:
If you allowed enough time for your shipment to arrive, and it still hasn't been received please contact our sales department for more information regarding this issue by emailing us at sales@enterplayment.com or use our Contact Us form. .

Please Note: Customers must notify us immediately of this issue; we can't be help responsible for orders that haven't been received if customers notify us about this issue 14 calendar days after the shipment date!

CANCEL AN ORDER:
If you decide to cancel an order please contact as quickly as possible by sending an email to cancel@enterplayment.com or use our Contact Us form. Please be sure to include your first/last name and invoice/order number.

PLEASE NOTE THAT ORDERS THAT ARE IN THE "PRE-PROCESSING" ORDER STATUS STAGE CANNOT BE CANCELLED!

We try to ship out most orders as soon as we receive them, which gives us a very small window to cancel orders. A majority of the time, once your order is submitted this puts the logistics of your order in motion and makes it difficult to stop/cancel this process. Due to these logistics; if we can't cancel/stop this process your order will be treated as a "non-defective" return.

International Customers: Please note, if you have not received your international tracking information you will only be responsible for the domestic shipping charge portion when your cancelled order is being processed as a "non-defective" return.

INCOMPATIBILITY PRODUCT / HARDWARE ISSUES POLICY (INTERNATIONAL CUSTOMERS):
All items (i.e. DVDs/blu-rays, video games, audio/music CDs, electronics, computers, appliances, etc...) listed on Enterplayment are the United States item versions. Certain international models of DVD/blu-ray players, video game consoles, electronics, and other hardware WILL NOT be able to play items from the United States. Enterplayment will not be held responsible for items that cannot be played on international systems; so before placing an order make sure your system is compatible!

Also, when purchasing any items that use an AC power plug (i.e. electronics/appliances/computers/etc.) these products will use a different plug and voltage than what you use in your country. You will need to use a voltage transformer and plug adapter with the appropriate wattage this way the item will work properly for you. These types of items will come with a US manufacturer's warranty; please keep in mind that this warranty may not be valid in your country, you can check with the manufacturer first before placing an order.

Pleas read our INTL CUSTOMER MESSAGE - US ITEM VERSION INFO page that lists more information regarding our US products! This link is listed on all item detail pages, item listing pages, and during the checkout process; so you can always review this page before submitting your order. The information on this page should only be used as a guideline, and if you are not sure about a product working in your country please perform your own research online before placing an order with us.

REFUNDS WILL NOT BE GIVEN FOR ITEM/HARDWARE INCOMPATIBILITY ISSUES OR POWER VOLTAGE (WATTAGE) DAMAGES!

VOLTAGE CONVERTER (WATTAGE) POLICY (INTERNATIONAL CUSTOMERS):
You MUST make sure that your voltage converter includes the right amount of watts needed for the item to work properly. To determine the right voltage converter wattage you will need to know the number of watts the US item is rated for. You can find this information listed on the manufacturer's label or in the specifications section of the owner's manual. As a guidline, it is recommended to use a voltage converter that is at least 3 times the watts that the US item is rated for. For example a US item rated at 500W; you should select a voltage converter with at least 1500W (i.e. 500W x 3 = 1500W).

If watts are not listed on your US item it may be abbreviated as W on your US item. However if you can't find watts or W on the label of your US item, then you may be able to the find amps; also known as amperage, and A. This can be converted to watts to select the correct voltage converter. If only the amperage rating is shown, multiply the input voltage by the amperage rating to find the wattage rating [Volts x Amps = Watts (i.e. 110V x 1.5 A = 165W)]. You would then take the 165W and multiply it by 3 (i.e. 165W x 3 = 495W) to get the total wattage that your voltage converter should have to work properly with this US item.

REFUNDS WILL NOT BE GIVEN FOR ITEM/HARDWARE INCOMPATIBILITY ISSUES OR POWER VOLTAGE (WATTAGE) DAMAGES!

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