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Customers have the right to return product if
the shipment arrives defective, if the shipment arrives damaged or if the
shipment is improperly filled. In addition, if
any product is to be returned to a Contractor for failure of performance, the
Contractor will, at the Commonwealth’s discretion, refund all amounts paid
to the Contractor for such product or replace the product, and the following
shall apply:
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Within
twenty (20) days of written notification by the using Authorized User, the
Contractor will make arrangements for the return of the product.
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All
shipping and insurance costs will be borne by the Contractor.
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Contractor
will be liable for damages to the product, unless caused by fault or
negligence of the Agency that occur during the return process.
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If
the product is returned to the Contractor for any other reason, then the
Agency will be responsible for all costs associated with the preparation
of the product for shipping, and for shipping costs to the Contractor’s
nearest service location.
Properly filled orders that are unopened, in
good condition, completely sealed, and not opened may be returned within 21
days of receipt of the product. A restocking fee may be assessed and
the customers will be responsible for all shipping and insurance costs.
The Contractor may waive the restocking fee on a case-by-case basis.
For all product returns, the customers must
first obtain a return merchandise authorization (RMA) number from the
Contractor prior to the return of the product.
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