Dead On Arrival / Damaged Goods:

• If your product is Dead On Arrival (DOA), you must inform Optical Resources within 3 business days of receipt of the product to qualify for an Advanced Replacement. In certain circumstances, a Vendor Qualification may be necessary for Advanced Replacement. DOA's reported more than 3 business days after the receipt date will be accepted back at the vendors discretion. 

• DOA is defined as a product that is inoperable upon first installation. Products that fail after being in use for any period of time are defined as defective and must be handled under our warranty repair policy. 

• If the manufacturer finds the product not to be defective or is missing components, Optical Resources will either pass along all fees incurred to repair the unit or return the unit to you.  A $45.00 fee will apply to all returns that are found not to be defective. 

• If your product is damaged in shipping, you must report the problem to Optical Resources within 3 business days of receipt so that we can schedule a carrier inspection. It is the customer's responsibility to keep all original packaging for inspection by the carrier/insurance company.  If merchandise arrives damaged, it is best to REFUSE it back to the carrier attempting delivery. If you accept the package, make sure it is noted on the carrier's delivery record in order for Optical Resources to file a claim. If you do not notify Optical Resources of all damaged goods within the first 3 business days of arrival, our normal return policy will override any claim of damage, and will fall under all current manufacturer restrictions. 

Order Errors:

• If you feel that you have been Miss-shipped product you must report the error to Optical Resources within 3 business days of the invoice date. Miss-ships reported after 3 business days will be accepted back at the vendor's discretion. 

Order Cancellations:

• All order cancellations must be reported within 5 business days of the original purchase, and when returned, must be in pristine condition and including all components, original packaging, manuals, software, cables, etc.  Cancelled orders must be returned directly to Optical Resources within 14 business days from the invoice date at Optical Resources' discretion for: credit, replacement, exchange or repair.  Optical Resources does not offer order cancellations on special order items such as autoloading duplicators, Mega DVD/CD duplicators or equipment that costs over $3,500.  All Customer Cancellations are subject to a 25% restock fee if the product has been used or, when returned, does not include all components, original packaging, manuals, software, cables, etc.. All customer cancelled order returns will be denied if reported after 5 business days of invoice date or without an RMA number. 

Software Return Policy:

• Optical Resources will not accept returns of opened software. 

Warranty Repairs:

• All requests for repairs must meet product specific criterion. Product still covered by the manufacturer warranty will have no material or labor cost associated with the repair.  The customer is responsible for all shipping costs associated with returning a product to Optical Resources and the cost of shipping the repaired product back to the customer. Customers with Out of Warranty repairs will be charged for any materials and labor necessary to return the product to proper working order.  If you are uncertain of the status of your product warranty, contact your Optical Resource's Account Manager. 

• There are tremendous benefits to purchasing service and warranty contracts outside the manufacturer's standard warranties. If you would like information on these services please contact your Account Manager. 
   
• Physical damage to a product will void all warranty.

RMA Request Instructions: 

In the event a client orders the wrong product and wishes to return it, the client must notify Optical Resources within 3 business days and return the item to Optical Resources within 10 days of the purchase date.  No item may be returned without a Return Merchandise Authorization number.  To get an RMA number call (800) 732-0211.  A copy of the RMA return form is available online.  Optical Resources withholds the right to charge up to a 25% restocking fee to cover the cost of damaged or missing shipping materials or unusual product usage, as it deems necessary. Optical Resources will not issue RMAs for custom-configured solutions such as autoloading duplicators, jukeboxes, Mega DVD/CD duplicators, etc., special ordered items, end-of-life or discontinued products or products costing over $3,500.  Problems with items such as those just described will be handled through out Tech Support Department which will work with the customer until the issue is resolved.  All Distributors restocking fees will apply back to the customer. It is the customers responsibility to fully insure returned items.  If the customer fails to insure the return shipment, they accept the risk of loss or damage during shipment. Damaged, unauthorized ( no RMA number ) or incomplete returns will be refused.  The customer is responsible for all shipping costs associated with returning a product to Optical Resources and the cost of shipping a new or repaired product back to the customer.
 

You are now ready to fill out an RMA request form. Please provide as much information as possible. The more information you provide, the quicker you will get a response. It is our goal to respond to you with a resolution within 24 hours.

RMA Request Instructions: 

Please use the online RMA Request Form to request a Return Material Authorization. Or call the Optical Resources Support Manager (SM) at 800-732-0211. If you decide to call the SM, please have the following information available to make the request more accurate: 

• Your Company Name. 
• The Reason for the Return. 
• Optical Resources Invoice or Order Number. 
• Optical Resources Part Number. 
• Serial Number, (if applicable). 

RMA Return Instructions:

Before sending back the product to Optical Resources, please do the following: 

• Place product in manufacturer's box then put that box inside an alternative-shipping container to protect the product. You are responsible for any damages that occur during shipment back to Optical Resources so be sure to insure the package. 
• All returns must be sent back freight prepaid. 
• Please write the RMA number on the shipping label, and not directly on the shipping container. 
• Optical Resources will only accept returns with a RMA number associated with it.