- What if there is a problem with my order?
- “No Hassle” Return Policy
- How to Make a Return
- Non-returnable Items
What if there is a problem with my order?
As unlikely as that may seem, if there is a problem with your order, call your personal Transcell Sales Engineer immediately. Your Sales Engineer is your “friend on the inside” who’s going to take care of you no matter what. We have no set policy other than doing whatever it takes to make you happy and fix the problem ASAP.
What if I receive a defective product?
In rare cases it’s possible that a product has a manufacturing defect. If you believe you’ve received a defective product, the first thing you should do is contact our support team. You can call us at (800) 503-9180, and speak with a Tech Support specialist, or you can complete our online support request form and we’ll respond quickly with an RA (return authorization) number. If we determine the unit failed under warranty within 30 days of purchase we will cover shipping costs within the U.S. to replace the unit for you.
“No Hassle” Return Policy:
We want you to be completely happy with your purchase from Transcell. If you are not satisfied with any product, you may return it for a refund of the purchase price, an in-house credit, or exchange for another product within a fair amount of time from the shipping date (30 days or so). If your purchase was eligible for Free Shipping, the shipping cost will be deducted from your credit or refund.
Returns must be in the complete and original packaging with all accessories and complete documentation (Owner’s Manual, warranty card, quick start guides etc.), show no signs of wear or use and include a Return Authorization number or be subject to a restocking fee. Products like software, parts and items which are not normally stocked (“Special Orders”, discontinued products, close-outs, used products, etc.) are not returnable.
How To Make A Return:
Since we are all about personal contact and personal service, it all begins and ends with Transcell Sales Engineers. Call your Sales Engineer to arrange for an RA number (Return Authorization) that you should write on the shipping label. We’ll take it from there.
While we maintain the most liberal return policy in the industry, there are certain items that cannot be returned for very specific reasons. These items include:
Over-size or over-weight items