RETURN REQUEST INSTRUCTIONS
Please read ALL of the following Terms and Conditions regarding return requests before taking action.
To achieve customer satisfaction, we employ a full time customer service department, provide rapid email and phone support, and offer a 30-Day NO-HASSLE Money-Back Guarantee! We follow the basic rules listed below when honoring our guarantee:
- The item mut be covered by our Red Planet Guarantee (This is explained within the auction.)
- Returns arriving within 7 days of original delivery allow a customer to choose to receive a replacement order shipped at no charge, or a full refund of the entire purchase price.
- Returns arriving within 30 days of purchase allow a customer to choose to receive a replacement order shipped at no charge, or a refund of the purchase price, less shipping and handling charges.
- Customers must contact Red Planet for all return requests. Packages MUST have an authorized, active RMA number to qualify, or else package may be refused.
- All returns must be repackaged as originally shipped including all accessories/manuals/software.
- Customer will obtain shipping and pay for all return shipping costs. Return shipping is not refundable - UNLESS customer chooses our Second Order process.
- Please include the original packing slip with the return so that we may identify your return.
- Please include any correspondence such as emails, or a note explaining the problem and your desired solution.
- Due to extreme shipping costs and transit times, International orders are NOT covered by our Red Planet Guarantee.
How to apply for a Return Authorization (RMA) number:
Please double check that your order is defective or contains errors. Most orders returned to us test fine! If you need assistance with your item, we may be able to help. Please contact us before initiating a return. Please note that we may only be able to answer the most basic questions, and cannot offer intensive technical support.
Before contacting us, please gather all of your order details:
- A Valid E-Mail address - RMA information will be e-mailed to you
- eBay / Amazon / Other item number - Found on the shipping invoice
- eBay Sales Record Number - Found on the shipping invoice
- Payment Date - Found on the shipping invoice
- Delivery Date - Can be found via the carriers website with the tracking number
- Shipping Carrier - Found on the shipping label on the box
- Tracking Number - Found on the shipping label on the box
Contact us by phone 512-642-6810 or by email sales@redplanettrading.com. You will receive a reply from Red Planet Trading within 24-48 business hours, excluding weekends and holidays.
SECOND ORDERS: It is the responsibility of the customer to obtain and pay for return shipping of the order back to Red Planet Trading. Return shipping costs are not refundable. However many customers prefer a solution that is much faster than the normal return ritual and would cover all shipping costs. This is why we suggest customers place a second order. Please contact us for information on this process.
MAKING IT RIGHT: We will work with you to determine the best solution for your situation. We believe we go much farther than the average online retailer to provide the best customer service possible. Therefore, in order to continue such efforts we ask a few things before we can service your order:
1) End any eBay, PayPal, or other transaction dispute that customer may have initiated.
2) Agree to our formal eBay request to mutually cancel transaction.
3) Leave us a 5 Star rating and positive feedback for prompt handling of your customer service needs.