Warranty and Returns

Return Material Authorization (RMA) Policy

Click here for a RMA Request form. Please read the following RMA policy before requesting a RMA.

1.0 Warranty Policy
2.0 Returns (RMA) Policy
3.0 Stock Rotation Policy
4.0 Repairs Policy

1.0 Warranty Policy

International Electronics, Inc. (IEI) warrants its products to be free from defects in material and workmanship when they have been installed in accordance with the manufacturer’s instructions and have not been modified or tampered with. IEI does not assume any responsibility for damage or injury to person or property due to improper care, storage, handling, abuse, misuse, normal wear and tear, or an act of God.

IEI’s sole responsibility is limited to the repair (at IEI’s option) or the replacement of the defective product or part when sent to IEI’s facility (freight and insurance charges prepaid) after obtaining IEI’s Return Material Authorization. IEI will not be liable to the purchaser or any one else for incidental or consequential damages arising from any defect in, or malfunction of, its products.

Except as stated above, IEI makes no warranties, either expressed or implied, as to any matter whatsoever, including, and without limitation to, the condition of its products, their merchantability, or fitness for any particular purpose.

Warranty Periods Are:

1-Year PowerKey

1 Year eMerge Series

2 Years Door Gard & Secured Series Products

2 Years LS Series

2 Years Glass Break

5 Years “e” Series Keypads

All products have date code labeling and/or serial number labeling to determine the warranty period.

2.0 Returns (RMA) Policy

Most Problems can be solved with the assistance of Technical Support. Please call Technical Support at (800) 343-9502 to try to resolve issue before requesting a RMA #.

No merchandise will be accepted by IEI without prior authorization in the form of a Return Material Authorization Number (RMA#). An authorized RMA# must be obtained by contacting Customer Service. All unauthorized returns or those that have RMA#’s older than 30 days will be refused and placed in the hands of the carrier at the cost of the shipper. Customers are responsible for Customer-requested expedited shipping costs. Also, items that are found to be either out of warranty, Customer-damaged, or paid repairs are subject to shipping costs charged to the Customer. All returns must be properly packaged to prevent shipping and handling damage.

Section 2.1 60-Day Over-The-Counter Exchange

IEI offers a no questions asked exchange for product returned within a period of 60 days from the initial date of purchase. Product may be exchanged at the original place of purchase. A valid proof of purchase and authorized RMA# is required and must accompany the product for 60 day over-the-counter exchange’s. Distributors will receive new product, Dealers will receive either repaired or new product.

Section 2.2 In – Warranty Returns.

Product returned after a period of 60 days, but within the warranty period (listed in Section 1.0 of this policy), will be either replaced (with a new or refurbished unit) or repaired provided that the product has been installed in accordance with the manufacturer’s instruction and has not been modified, tampered with, or damaged.

Section 2.3 Advanced Replacements.

Solely at the discretion of IEI, we may extend the convenience to our customers of advanced replacement for products under warranty. We encourage customers who have purchased original product from IEI distributors to return the product to those distributors for replacement. Replacements will be subject to specific requirements, approvals and authorization, as outlined in the Warranty and Returns Return Material Authorization (RMA ) Policy included herein.

If a customer elects to process their Return Material Authorization through IEI customers who purchased product from IEI distributors will be required to provide us with a company or personal credit card to secure the return of the original product. The original product must be returned to IEI within 15 business days or less. If at 15 days IEI has not received the original product, IEI will charge the customer’s credit card the cost of the replacement product at IEI’s published suggested dealer pricing. Customers that are unable to provide a credit card will be required to go to the distributor where they originally bought the product and return it for a replacement from the distributor.

All advanced replacements will be shipped UPS Blue (2 days) against an issued purchase order. If after 15 days IEI has not received the product from the customer, IEI will bill the customer’s account for the replacement product against the issued purchase order. If a request for overnight (Red) is made by the customer, they will incur the additional cost over UPS Blue of $35.00 per product shipment. Customers who purchase product from IEI distributors will be required to supply a credit card for this charge.

In our attempt to facilitate the return process, IEI will supply packaging material, prepaid postage return shipping labels and instructions for the return of the original product.

If for any reason the returned unit is not found defective, out of Factory warranty or damaged by the customer, they will be billed for the advanced replacement unit.

Before any advance replacements are issued, only appropriate IEI personnel will be able to authorize the shipment of replacement products.

3.0 Stock Rotation/Adjustment Policy

It is our joint responsibility to ensure that distributor-stocked products are sold within a reasonable amount of time. Inventory checks should be performed to ensure that products are being sold as planned. It is the distributor’s responsibility to contact IEI when products are not being sold as planned.

No merchandise will be accepted for return by IEI without prior authorization in the form of a Return Authorization Number (RMA#) an authorized RMA# can be obtained by contacting IEI Customer Service at (800) 343-9502. Stock rotation returns require authorization from IEI Sales Management. Unauthorized returns and/or returns exceeding 30 days from issue date of the RMA# will be refused and placed in the hands of the carrier at the cost of the shipper.

Only Distributor-stocked products that are less than 9 months old can be rotated into factory stock. These products MUST be in their original packaging, not have been opened, and be complete with all original components and documentation. IEI will impose a 30% restock fee and/or require an off-setting new order for equipment valued equal to or greater than the value of the return. Under no circumstances will IEI accept return of special order products, including numbered cards.

4.0 Repair Policy

A product is out of warranty if it does not fall within the appropriate warranty coverage period, is damaged by customer, or is damaged by an act of God.

A purchase order for $75.00 is required before IEI issues any out-of-warranty RMA number to a customer.

Section 4.1 Evaluations (For products out-of-warranty with unknown status.) –

Evaluations will be performed at a cost to the customer of $75 per product to be evaluated. Evaluations will include a detailed report of failures (if any) when returned to customer.

Section 4.2 Repairs

Repairs will be performed at the customer’s request. Cost of the repair will include the Evaluation Fee, Material Costs, and Shipping Costs back to the customer. (Pricing available upon request). Units left in-house pending repair and/or purchase order authorization for 5 business days or more will be shipped back to the customer at their expense.

All items repaired are covered by a 1-year warranty, with proof of service in themform of an IEI invoice. If an item fails within this 1-year period, repairs will be performed at no cost to the customer.

IEI reserves the right to repair or replace at our discretion. If a repair cannot be done or replacement cannot be found, as may be the case with obsolete product, reasonable efforts will be made to find a suitable equivalent.

** Normal turn around time for processing repair units is 10 business days.