- Please use our online
RMA Request form to
request a Return Authorization number or you can contact Ace Karaoke's Return
Department at
(888) 893-7464 to get your Return Authorization number. Any unauthorized return
cannot be processed, accepted or refunded.
- Please write the return authorization number clearly on the return label of the
shipping carton.
Once issued, RMA numbers are only valid for 10 business days in which the
item
must be returned to our facility by. RMA numbers will not be extended or
reissued.
You must contact the manufacturer for service if you do not return the item within this
time period.
- Include a copy of your
original invoice.
- Include a note explaining the reason for the return and request for a
refund or exchange.
- All returned merchandise must be in
original, unaltered condition with all accessories, manuals and
warranties.
- Package must be shipped in a
brown shipping box with sufficient packing materials, the same way you received
your package.
- We suggest you insure your
return shipment to protect against damage or loss. Ace Karaoke is not
responsible for items lost or damaged in transit.
- Shipping charges are non-refundable.
- Ace Karaoke cannot accept
collect and postage-due shipments. Please allow 3-5 days for your RMA to be
processed from the day we received your package.
How You Will Receive Your Refund
How Will the Refund Be Issued?
Ace Karaoke accepts cash, check, credit card or PayPal so you will be
refunded through the same method originally used for payment except for in-store
cash purchases over $100. All in-store cash purchases over $100 will be credited
back to you in the form of a check from Ace Karaoke.
In
the event that a credit card you used is closed or expired prior to a refund
being processed, we will still process the refund through the same credit card
and your credit card company will allocate the funds to your new account. If you
have no open accounts with that particular credit card company after the RMA is
processed, Ace Karaoke will issue you a check.
When Will the Refund be Received?
PayPal refunds appear instantly once processed. Credit card refunds may take
up to 24-48 hours for the credit to appear in your statement once issued.
For
in-store cash purchases, cash or a check for transactions over $100 will be
issued immediately once we inspect and process your RMA at the time of your
visit.
Returning Hardware and Accessories
- Non-Defective Machines,
Microphones and Other Hardware
We will gladly issue a refund within
30
days of your receipt less the handling & shipping costs & fees. Please contact our return department for
an RMA#.
Customers are responsible for the shipping costs associated with the return of non-defective
hardware. If you received free shipping on your order, that cost will be
deducted from your refund or credit at the rate of $7 + $1 per pound of your
package. All
non-defective returns of hardware will be charged a 10% restocking fee per
industry standard.
*Please note all Hard Drive based machines are customized and cannot be returned or refunded once the machine has shipped.
- Exchanging Defective Hardware.
Please examine
your package immediately upon receipt. Please
send back the defective item within 30 days of receipt. If we determined the
problem is due to manufacturer defect, Ace Karaoke will reimburse your
shipping cost up to $25. Please contact our technical/return department for a Return
Authorization number (RMA#) and for technical troubleshooting. We will reship you a new unit once we receive your
merchandise. Merchandise initially returned as
defective, whose defect cannot be verified, damaged due to human error, or
intentional destruction will incur a minimum 10% restock
charge as well as any related shipping costs.
- Exchange
All replacement
systems are shipped via UPS Ground. However, customers have the option of
paying for the difference of an expedited shipping method.
- No refunds/exchanges on customized or built-to-order items. (e.g. KOD, Unify System,
Jukebox).
Service Only.
Returning Hardware for an Upgrade
- If you are not satisfied with your item and wish to upgrade, please contact our sales department
by calling (888) 893-7464 or opening a ticket through our
help desk within 30
days of delivery. We
will
apply the full purchase price of your original purchase (excluding shipping
and handling
cost) toward the upgrade. The customer is responsible for all shipping costs
relating to the upgrade. All returns must be in original condition, subject to approval.
Returning Software
- Non-defective software.
We are unable to accept
returns and provide refunds for any opened/unwrapped
software. We will accept
returns of unopened software for store credit only within 30 days of your
package receiving date. A 10% handling fee will be
assessed for the exchange. Please contact our return department for a return
authorization number for the exchange. Customers requesting an exchange will
be responsible for all related shipping costs.
- Wrong Format.
If you have questions regarding
software quality or format, please contact us toll free at 1-888-893-7464 before placing your order. It is your responsibility to make sure you
purchased the correctly formatted discs to work with your player.
- Defective software.
We will
exchange your defective/opened item for the same item. Up to
$5.00 return shipping costs will be credited if the return is due to a defect
in the software. We recommend
that you send your return via an insured carrier. We are not responsible for
lost packages.
- Incorrect software.
If you
receive incorrect software due to a shipping error, please contact us immediately. Please return the item
unopened. We will send you a replacement or issue a full refund. If you
originally paid for Next Day Air, 2nd day or 3 Day select, Ace Karaoke will
only refund up to $10.00 of the shipping cost. If you inadvertently opened the
incorrect software, please return the item and we will send you the correct
software. We will credit up to $5.00 for software returns if Ace Karaoke sends
you a product in error or if it is defective. You will not be charged any
additional shipping and handling fees for replacement shipments. Your
replacement will be shipped using the same method you initially selected.
Please contact us and our customer service department will assist you with
your issue.
- Cracked or damaged CD Jewel Case.
If a CD case arrives cracked or damage, please contact us. Our customer
service department will be happy to mail you a replacement case.
Beyond the 30 day Coverage Period
- If your purchase is beyond our 30 day coverage period for
defective hardware, please contact the manufacturer. We can assist you in getting in contact
with the manufacture for service work if needed. Ace Karaoke is not responsible for
any fees
related to shipping costs, repairs, exchanges or refunds.
Manufacturers Contact Information:
You should contact the manufacturer for tech support or to
resolve any issues you may have with your product. Chances are the
problems can be easily resolved without having to send in the unit for repair.
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626-820-0645
