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Return Policy

Return Policy (other than DOA and Warranty Replacement)

In only limited situations will returns be allowed. Returns must be approved in advance by the Director of Operations, along with Product Manager's involvement. The attached Return Material Authorization (RMA) request form must be completed in full and sent to the following email address RMA@crossoverdistribution.com. A RMA number will be issued upon verification of the information contained in the RMA form. All returns must have a valid RMA number written clearly on the outside of the box. Products received without a valid RMA number will be refused and returned to sender.

All returns are subject to inspection prior to credit being issued. They must be received in new/resalable condition and in its original packaging. All goods authorized for return will be subject to a minimum 20% restocking charge. Further deductions may be made if the product returned is in a depreciated or damaged state.

Customer is responsible for all shipping charges incurred to ship the product to Crossover Distribution.com.

The RMA number is valid for 15 days from date of issue. The product must be received by the warehouse within these 15 days or the shipment may be refused.

Order Cancellation

Cancellations are accepted before the order has been sent. However, if an order has been shipped out it may be subject to a 20% restocking charge as outlined in the return policy. If the order has not been shipped out and you are a customer with "established credit" we can place the order on hold until such time as you determine why requirements may have changed. If the order has not been shipped and you are NOT a customer with "established credit" you have paid by credit card, than you are subject to a 3% cancellation charge equalling the merchant charges established by the major credit card companies.

DOA (dead on arrival) and Warranty Replacement

DOA is product that shows symptoms of hardware failure preventing operability upon first use. If you suspect you have a product showing signs of DOA please contact Crossover within the first 14 days from original invoice date to arrange for an "advance replacement".

Warranty replacement policies vary depending on the manufacturer. Crossover passes on to its customers the same warranty service offered by the manufacturers with whom Crossover has a direct relationship with. If Crossover does not have a direct relationship with the manufacturer product purchased than we will honour the warranty service provided by that particular manufacturer as it relates to the product purchased.

Warranty Policy - Trango Broadband Products

All Trango Broadband products are covered by a 12-month return to supplier warranty.

General Repair Procedure:

  • All defective merchandise may be returned for repair provided an RMA number has been issued by Crossover
  • Crossover will cover no freight costs incurred in returning products to us.
  • Before an RMA number is issued, you must communicate with Crossover staff to diagnose the problem before action will be taken. Technical phone support is available to accredited personnel in order to resolve significant radio issues that cannot be completed on the bench. Extensive phone or dial-up remote network support or on-site support is chargeable at $120.00 per hour plus GST and travel costs.
  • NO RMA returns will be accepted without prior authorization.
  • A completed RMA Form must accompany all returns. An RMA number must be written clearly on outside of the package.
  • If returns are received with the RMA procedures not complete, there may be a delay in the processing of the product(s).
  • Proper packaging / shipping of RMA's is the responsibility of the customer.
  • Crossover provides a 14 Day DOA replacement service provided the faulty goods are returned complete and in their original packaging.
  • Products returned faulty to Crossover will be returned to Trango (USA) for either Warranty Repair or General Repair.
  • Crossover incurrs a RMA Fee to Trango to cover Non Warranty or "No Fault Found" issues. This fee will be re-charged to the customer upon return of the goods if it is deemed by Trango to be Non Warranty or "No Fault Found".
  • Out-of-warranty repairs will be performed for a minimum charge of $225 CDN test and repair fee. Additional charges may be imposed for extensive repairs. All shipping charges will be the responsibility of the customer. The repaired unit will have a 90-day warranty from date of return.
  • Charges are exclusive of GST and any incurred freight costs.
  • Repair time via Trango Broadband is typically 4-6 weeks. This will vary according to the freight method used to the USA.

Warranty Policy - Spotwave Products

All Spotwave products are covered by a 12-month return to supplier warranty from the date of shipment.

During the warranty period, Spotwave will repair or replace, at Spotwave sole option, without charge to the Customer, any defective component of the system, provided that the system is returned promptly upon discovery of the defect and during the warranty period.

To obtain service, Systems must be returned in the original packaging or packaging adequate for shipping, accompanied by Customer's sales receipt or comparable substitute proof of sale showing the date of purchase and the serial number of the System. A valid RMA is required prior to any return. Spotwave may, at Spotwave's sole option, use rebuilt, reconditioned, or new parts or components when repairing any System or replace a System with a rebuilt, reconditioned or new System. Repaired Systems will be warranted for a period equal to the remainder of the original warranty Period for the original System or for 90 days, whichever is longer. All replaced parts, components, boards or equipment shall become the property of Spotwave. If Spotwave determines that any System is not covered by this warranty, the Customer must pay the costs for all parts, shipping, and labor charges for the repair or return of such System.

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