Industry Brands, Warehouse Prices!

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Return Merchandise FAQ

Return Merchandise

How do I request a product return?
At DV Warehouse, we'd like to help you resolve a problem as quickly and easily as possible. To obtain an Return Merchandise Authorization "RMA" number, please fill out our RMA Form, and one of our customer service will reply to you within 24-48 business hour.

Is it mandatory to have an RMA in order to return a product to DV Warehouse?
YES. You must obtain an RMA within our Return or Warranty policy period. DV Warehouse will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 10 days within which DV Warehouse must receive return products. 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.

What to do after an RMA number has been issued?
Write your RMA number legibly on the shipping label and have your items returned to our warehouse:

DV Warehouse, Inc.
Attn: Returns Center (RMA Number:_____)
747 Seward St.
Los Angeles, CA 90038

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, packaging must be returned with your item in order for DV Warehouse to process your RMA. Missing items will incur further charges or less of a refund. In most cases, items sent in for RMA repair will need to be tested with its accessories to determine the exact problem. Please include all items & accessories in your return.

Approximately how long does it take for DV Warehouse to process an RMA?
Returns processing may take up to 5 - 7 business days from the time your return is received. Replacement product orders or refund will not be process until the original item is received and inspected.

How do I check the status of my RMA?
Use the RMA Status Form on our web site to inquire of its status.

Approximately how long does it take before I see a refund redit in my account?
It takes us approximately 5 - 7 business days to process a return & credit back to your credit card. After DV Warehouse issues the credit, the rest of the process is out of our ability to speed up. At this point merchant services and your Bank determine how long before the credit posts in your account. This is normally 2-3 business days.

Will DV Warehouse cross-ship replacement merchandise?
On all items beside computers, within 14 days of the invoice, we will refund on the item being returned and charge for a new item being sent out and credit back when we receive the RMA item.

Will DV Warehouse cross-ship a replacement computer?
NO. We absolutely do not cross ship computers. We will not refund on one computer while charging you and shipping another. On computers we must have the unit back in our warehouse and logged in through the RMA process before we will ship another computer out. We do not send out two products for the price of one.

Who pays for shipping on a defective item?
DV Warehouse does not pay for the return shipping of defective merchandise. The customer is solely responsible for shipping any returned product to DV Warehouse. We are not responsible for factory defects because we are not a product manufacturer and we do not produce the parts we carry. However, DV Warehouse will use every good measure we have to ensure that you will be able to get the item replaced promptly with as little hassle as possible. Thus DV Warehouse will split the shipping costs with the customer. The customer agrees to pay to send the item back to DV Warehouse and DV Warehouse consequently repair or replace the component and ship the item at no charge back to the shipping address specified in your account.

I received an email indicating that the item I returned is no longer available or is backordered. What happens now?
If an item is found to be on backorder and we cannot obtain the item or repair it, you will be notified by email and the backordered item will be refunded as a worst case situation. We try to contact every customer in this case and make sure they are happy with another replacement item or refund amount.

May I exchange my Returned Merchandise for a different product?
No. We do not exchange RMA items for different items. We replace an item only with the exact same item type. If the warranty period for a refund has not been exceeded, an RMA request for refund can be placed online and then the new item can be purchased and the RMA item will be refunded when received. You may view this as an exchange.

When and Why are restocking fees applied? How much is deducted when a return is subject to a restocking fee?
All qualifying return for refund are assessed a restocking fee up to 25%, and it's shipping costs are NON-REFUNDABLE. DV Warehouse is not responsible for manufacturer defects. If a refund is requested instead of a replacement or repair we will charge typically a 25% restocking fee. If the item is defective we will replace it or repair it at our discretion. For any computer or component part refunds, any restocking fee we use will be a reflection on current market value for the same item. DV Warehouse will not allow returns and then re-orders in attempts to make a profit on market flunctuations.

I received an email indicating that the serial number of the item I returned does not match the serial number of the product I originally purchased from DV Warehouse. What now?
We keep serial numbers on all products every step of the way in our warehouse. Sometimes we find a customer has inadvertently returned an item that does not belong to DV Warehouse. In such a case, the item in question will be returned to the customer with a request to send the correct item.

 

Please Note: Once item is purchased, we are not responsible for compatibility issues for what the buyer chooses to install. DV Warehouse does not troubleshoot OS installations installed by buyer after purchase or provide any type of assistance or service for new MAC users or inexperienced users. We do not accept any unit back if any software has been installed by the buyer causing functionality issues.

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