Warranty

From Luxor Help

Products purchased from Luxor Direct are covered under a 1-year warranty which is offered by the manufacturer. In all cases, customers in need of warranty replacement should contact the RMA department.

Warranty Verbiage

Whenever Luxor Direct e-mails a customer with a quote, or e-mails the customer a notice that an order has been processed, the following text appears at the bottom of the e-mail:

"Luxor Direct warrants this product and parts against defects in material for a period of (1) one years from the date of original retail purchase by the end user. Warranty does not cover service or replacements made necessary by any external cause including without limitation, rust, corrosion, lightning, fire, theft, Acts of Nature, negligence, misuse, abuse, alteration, installation, delivery, unauthorized repairs, power failure or shortage. During this period, Luxor Direct will repair or replace a defective product or part with a new or refurbished item. The user is responsible for all transportation and insurance charges for the product to the Luxor Direct facility.

NO RETURNS will be accepted without an RMA number on the outside return shipping box and form with copy of sale invoice. Retail customers have 90 days from the date of receiving the purchase to return for a full refund less shipping and a 25% restocking fee. Approved dealers and resellers have 30 days to process returns, which will incur a restocking fee of 15% - 25%. Items must be in like new condition. All items must: not display evidence of being mounted; be clean; be scratch, dent, and blemish-free; be returned with all manuals screws, documentation, stickers, plastic bags, boxes, and other packaging; be packaged and shipped in a manner that ensures the item's safe transit back to Luxor Direct. Luxor Direct will not be responsible for any incidental or consequential damages, and reserves the right to extend or withhold services as needed."

Shipping Fees for Warranty Exchanges

Pursuant to the guidelines outlined in the shipping article, the customer is responsible for all shipping fees associated with warranty exchanges.

Sometimes a product is deemed defective by the customer, but upon sending in the item for warranty exchange, product testing by Luxor Direct technicians reveals that the product is not defective. Instead, the problem with the item may stem from something entirely unrelated, like improper installation, cabling, or use.

For this reason, it is the policy of Luxor Direct that the customer pay the shipping charges associated with sending the item in for warranty exchange. If the item is indeed defective, Luxor Direct will promptly replace the item and pay for shipping back to the customer. If the item is not defective, the customer will be responsible for the return shipping fees.

Items Received Damaged or Opened

If a customer receives an item in damaged condition or receives a package that is damaged or partially open, that customer should retain the original shipping materials and contact Luxor Direct immediately. This is critical, as the company needs to be able to have the shipper come by and evaluate the package. The shipping fees and methods associated with replacing these sorts of items are handled on a case-by-case basis.