Our return policy, warranties and general questions.
Our policy, it's a good one. So don't worry, we'll work it out with you!
Return Policy: We know how important it is online for you to have a simple return policy. So we make every effort to ensure your total satisfaction as our valued customer. We're a family run business and we care about your customer satisfaction. You're also protected under varying rules from our merchant account provider as well Federal, State and local requirements. In conjunction with your manufacturer's warranty, every product comes with our customer satisfaction promise. With today's high quality manufacturing processes, it's unlikely for there to be any problems with your item. However, if there's a problem with product quality, materials, workmanship, there's shipping damage or you simply changed your mind and need assistance, our policy is provided here.
Contact us immediately for warranty instructions. All HDTVs have at least a 1 year warranty and most projectors have a 2 year warranty. Extended warranties can be made with the manufacturer so long as it's within the original warranty period or sooner, contact them. The manufacturer's warranty superseeds our warranty, this means we'll start with their warranty first because it's benifitial for you to use the manufacturer's warranty and customer service program first. Each manufacturer has their own programs so be sure to read and follow their directions. What this means for you is a factory service representative will be able to service and repair your product on-site or through a local service facility sooner than returning it to us for a replacement or a refund. Some brands require the item to be returned rather than on-site service. Some of the policies are based on the size of the item. Please contact Scott Hammons at scott-hammons@msn.com or call 303-366-9165 to have your questions answered.
Let's keep it simple OK!
There's four situations where a return, refund or warranty repair is needed;
- The product is defective or missing items.
- The product was damaged during shipping, there's obvious evidence on the shipping carton that damage has occured.
- You changed your mind about the purchase, buyers remorse.
- You never received the item.
The item is defective, it's rare but it can happen.
Factory warranties vary from brand to brand. Depending on your brand determines if your TV is simply returned for replacement, refunded or repaired locally, so contact us immediately for assistance. The manufacturer's warranty superceeds our warranty, meaning we have to start there first. Contact us and we'll asist you in working with the manufacturer to make sure your TV is repaired or replaced so long as it's within the stated coverage and time limits. Often your TV can be repaired on-site. Within 5 calender days of receiving your product, carefully open the shipping carton (you may need the same carton for a return) and follow the manufacturer's installation and operation instructions. Fully test the item. Mail, go online or call to register your TV. Keep your receipt. If it's obvious there's a problem use the enclosed manufacturer's service contact information to determine if it's a problem they can assist you with, it may be a set-up or user error.
Contact us for assistance. If it's determined there's a defect then at our discression we will either use the manufacturer's warranty service for on-site repair or you will be issued a Return Merchandise Authorization (RMA) number from FlatScreenSales.com. This RMA# is valid for 10 calender days, the item must be shipped within 10 calender days of RMA# issued. Your request must indicate reason for the return, or nature of defects. We will provide you the shipping instructions.
Please wait for our instructions before returning, each manufacturer has different policies. Defective merchandise including original freight and handling fee will be credited upon receipt of merchandise. Most TV’s/Monitors 30” or larger and projection products require in-field service repairs under manufacturer’s warranty. Some HDTV brands are not eligible for return due to their size and require on-site service. Please contact the appropriate manufacturer for troubleshooting repair service.
You will be provided the shipping instructions from us. You will need to pre-pay for the refundable return shipping and use the original shipping carton. Upon receipt all items will be 100% inspected and tested. Upon receipt of the item and determination that the item was not abused or damaged by the customer we will credit your account for your pre-paid shipping within 72 hours. We will accept defective returns for an exchange of the same brand and model number only if available. We will pay for the shipping of the replacement item sent to you. We will ship the replacement item to you within 1-5 business days with corresponding freight tracking numbers and status by email. In the event an exact brand and model number replacement item is not available you will receive full credit for the original invoice within 72 hours of receipt. Or you may order a different product of higher or lesser value from us with adjustment of product price to your account.
All returns must include the following:
- Original packaging (manufacturer's box, Styrofoam, plastic bags, etc.) Use wide shipping tape.
- Original intact UPC barcode. Do not cut out the UPC code (for rebates) until you have examined and tested the product to your satisfaction. Removal of the UPC code voids any possibility of return regardless of RMA or credit request status.
- Valid Return Merchandise Authorization (RMA) from us.
- Original packing slip. Do not mail or dispose of the packing slip (for rebates) until you have examined and tested the product to your satisfaction.
- The return must be complete and include all accessories (transformers, antennas, remote controls, batteries, software disks, etc.)
- Manufacturer documentation (manuals, warranty cards, registration information, etc.)
- The RMA number must not be written on the original manufacturer's packaging or box. Please write the RMA number on the label used to return the item or the brown shipping box. Items received with any writing on the original manufacturer's packaging or box will be refused and returned to you at your cost and without credit approval.
Carrier Loss, Damage/Pilferage
Carefully inspect the exterior of shipping carton for obvious signs of damage. Refuse the shipment (if possible) so that it is returned to us for freight claim processing. Items damaged during shipment are the responsibility of the carrier. For partially damaged shipments or concealed damage, note damage on receipt and accept as the item may not have been damaged. If damaged item is accepted via UPS/Fed Ex Ground or freight service, contact the carrier and FlatScreenSales.com for freight claim immediately or NLT 5 calender days if possible; if via truck/LTL, the receiver is responsible to place the claim with the carrier immediately or within 5 calendar days of receipt. Damage claims are the responsibility of the signee. The shipping cartons, packing and content should be retained in the same condition as received. Claims for lost shipment, or damage/pilferage must be reported to FlatScreenSales.com within 5 calender days of delivery date. Original boxes, enclosed documentation and packing materials should be saved.
Carriers may require an on-site inspection before the product can be claimed. If needed, we will assist you in resolving carrier loss or damaged items yet damages incurred by the carrier are the responsibility of the carrier and normally are resolved quickly. FlatScreenSales.com policy does not cover any physical damage that your product may incur in transit.
Merchandise received damaged via common carrier, LTL, and Fed Ex must be reported within 5 business days from date received.
Carrier websites;
Non-defective Returns:
You have 90 days from invoice/ship date for the return of non-defective merchandise. Non-defective merchandise will be credited at original invoice price less freight and handling charges and a restocking fee of 20% for all orders. All non-defective returns are for refund only. All products are 100% inspected and tested. If product is found to be abused, missing components or not authorized for return, each unit will be subject to a $25.00 inspection and administration fee. If product is found to be missing accessories, the refund amount will be deducted for missing items with the current cost price accordingly. An email invoice will be sent to you with explanation of charges. Refused drop shipments will be credited less a 20% restocking fee, freight and handling charges.
A Return Merchandise Authorization number (RMA#) must be requested from FlatScreenSales.com before shipping the return. We will provide you the shipping information. You must ensure that merchandise is returned to receive proper credit. Freight on merchandise being returned is to be prepaid. Merchandise must to be returned in original manufacturer box with enclosed documentation and all parts. However no returns or credit requests are accepted after 90 days of invoice/ship date. Credit will be issued to your account within 72 hours upon receipt of merchandise. Mis-shipments, mis-billings, and shortages:
- Shortages, mis-shipments and mis-billings must be reported to FlatScreenSales.com within 10 calender days of delivery date. Original boxes, enclosed documentation, components and packing materials should be saved.
- Mis-shipments are credited in full upon notification. Any incorrect product shipments will be temporarily invoiced for inventory purposes until the item is returned and credited. This credit will offset the invoice amount.
- Replacement product will be processed by us as a new order with a new order number.
- If orders are duplicated or excess merchandise is shipped, you must contact us within 10 calender days and request an RMA#. You must refused if possible the excess merchandise and have it returned, before credit will be given. We will pay the shipping.
- If it is proven that FlatScreenSales.com has made the error, a RMA# will be provided for you to return the product to us, freight free. When the merchandise is returned, full credit will be given. All products are 100% inspected and tested. If product is found to be abused, missing components or not authorized for return, each unit will be subject to a $25.00 inspection and administration fee. If product is found to be missing accessories, account will be charged back with the current cost price accordingly. An email will be sent to you with explanation of charges. Only approved product may be returned.
Manufacturer details below:. PANASONIC Please see www.panasonic.com or call 800-211-pana PHILIPS
Please see www.consumer.philips.com or call 800-531-0039 or for Plasma products 800-464-1264
PIONEER PLASMA
Please see www.pioneerelectronics.com or call 800-pioneer
SHARP Please see www.sharpelectronics.com or call 800-be sharp JVC Authorized service center repair only (800-537-5722). Panasonic CE Authorized customer service center for repair only. (800-222-4213) For In-Home or Carry-In Service in the United States, call 1-888-VIEW-PTV(1-88-843-9788)
Samsung
Samsung will only accept product returns due to the inability of Samsung to service the product on a timely basis. You must call Samsung for all returns at 1-800-SAM-SUNG.
Toshiba
Authorized customer service center. (800-631-3811)
General questions:
- How long does it take for an item to ship? 1-5 business days, you will receive a tracking status message from the carrier with tracking number by email. We ship UPS, FedEx, USPS, and Freight.
- How can I get an extended warranty? Contact the manufacturer for extended service plans.
- Do you ship to PO, APO and FPO addresses? At this time, we do not ship to PO Boxes, APO and FPO addresses. These type of addresses are set up by the United States Postal Service for personal and military use. Our suppliers ship products using UPS, Fedex, DHL and other private carriers that do not ship to PO Boxes, APO and FPO addresses.
- Do you ship internationally? At this time we only ship within the United States.
- Why don't I have to pay sales tax. Currently the law only requires the collection of sales tax from online sales from within the same state as the seller. Unless your product is being shipped to Colorado it's tax free.
- Protection of personal and credit card information. We don't store your credit card information. This information is processed and stored during checkout by the independent online merchant e-OnlineData Inc. Authorize.net billing service using their Secure Socket Layer (SSL) gateway encrytion. We will never share or sell any of your information to another party. We assure you that your information is protected.
- Do I need shipping insurance? No, during shipment your TV is protected by the carrier, they are fully responsible for transporting your item.
FlatScreenSales.com disclaims any and all "implied warranties." FlatScreenSales.com is not responsible for direct, special, incindental or consequential damages resulting from any breach of warranty or condition or any other legal theory. Some states do not allow the exclusion or limitation of incidental or consequential damages or exclusions or limitations on the duration of implied warranties or conditions, so the above limitations or exclusions may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.
| 
Shopping Cart
About Us
