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umnitza
Mar 28, 2009, 02:10 PM
We received an order and shipped the order immediately.
The customer claimed there was an issue with the product on this car. Since each product is tested prior to shipment, we asked to have him send it back for warranty replacement/repair.
The customer has chosen to request a refund instead of a warranty return. A refund is subject to our standard restocking fee of 20% if all the parts are in perfect condition upon return. Electrical parts are not usually allowed to be returned after installation, but this requirement was waived because the customer's claim was that the product was in perfect condition.
Upon receipt, and while the customer was on the phone, we opened the box and carefully unwrapped each item. We received 3 items that did not appear to be damaged or even installed, however, 1 item (the HID bulb) was broken on arrival. This was due to improper return packaging.
The original purchase was for $75, the bulb cost is $25 for replacement, and the product refund would be 80% of the $50 remaining cost of the components - which is $40.
We cannot refund for broken return products. The customer used UPS and can receive a full insurance credit of up to $100 of the insured value of the kit. We are providing the customer with a photo of the broken bulb so that he may file a claim.
If UPS picks up the whole package, the customer will need to complete the claim process with UPS and Umnitza will not proceed with the refund, if UPS can allow partial claim, Umnitza will proceed with restocking fee refund.
In these photos, you can clearly see that 1 bulb was improperly packaged and was broken upon arrival:
http://www.umnitza.com/albums/claims...thballasts.jpg
http://www.umnitza.com/albums/claims...nH11return.jpg
The customer included the bulbs incorrectly into the protective shields by simply sliding them in but not security the bases.
We wish for this customer a speedy recovery from UPS and will assist with the claim as necessary.
The customer claimed there was an issue with the product on this car. Since each product is tested prior to shipment, we asked to have him send it back for warranty replacement/repair.
The customer has chosen to request a refund instead of a warranty return. A refund is subject to our standard restocking fee of 20% if all the parts are in perfect condition upon return. Electrical parts are not usually allowed to be returned after installation, but this requirement was waived because the customer's claim was that the product was in perfect condition.
Upon receipt, and while the customer was on the phone, we opened the box and carefully unwrapped each item. We received 3 items that did not appear to be damaged or even installed, however, 1 item (the HID bulb) was broken on arrival. This was due to improper return packaging.
The original purchase was for $75, the bulb cost is $25 for replacement, and the product refund would be 80% of the $50 remaining cost of the components - which is $40.
We cannot refund for broken return products. The customer used UPS and can receive a full insurance credit of up to $100 of the insured value of the kit. We are providing the customer with a photo of the broken bulb so that he may file a claim.
If UPS picks up the whole package, the customer will need to complete the claim process with UPS and Umnitza will not proceed with the refund, if UPS can allow partial claim, Umnitza will proceed with restocking fee refund.
In these photos, you can clearly see that 1 bulb was improperly packaged and was broken upon arrival:
http://www.umnitza.com/albums/claims...thballasts.jpg
http://www.umnitza.com/albums/claims...nH11return.jpg
The customer included the bulbs incorrectly into the protective shields by simply sliding them in but not security the bases.
We wish for this customer a speedy recovery from UPS and will assist with the claim as necessary.