Returns Policy and Instructions:
Contact Customer Service
Returns And Exchange Policies
Returns And Exchange Instructions
Order Discrepancies/Missing Products
Price Changes
Damaged Product
Late Deliveries
Manufacturer Contact Information.
Contact Customer Service
NEATO Customer Service
250 Dodge Ave
East Haven, CT 06512
800-984-9800 (8:30 a.m. to 6:00 p.m. est – Monday – Friday)
service@neato.com
Returns And Exchange Policies
New, unopened products* can be returned for a full refund of the product purchase price within 30 days from the invoice date. Shipping and handling (from us to you and from you back to us) will not be refunded unless the return is a result of an error by NEATO (we shipped you the wrong product or the product is defective).
Any defective** or damaged product must be brought to our attention within 48 hours of your receipt of the product. This applies to products that are damaged in shipment and products that are found to be defective during use.
We will do our best to process your return within 24 to 48 business hours of receipt. Credits may take up to 2 business weeks to post to your credit card (this is at the discretion of your credit card provider – not NEATO).
NOTE: If the product returned is not as described at the time an RMA is issued (e.g. not new and unopened), NEATO reserves the right to apply a minimum 20% restocking fee to the return.
CLICK HERE for detailed instructions for processing a return.
* Does not apply to products in the Duplicators and Printers category (duplicators, printers, event recorders, autoloaders, overwrappers, towers).
** Defective claims for the following products must be addressed directly to the manufacturer of that product. Contact information for manufacturers is listed below.
- Media (CDR, DVD-R, DVD+R, BLU-RAY, MINI, LIGHTSCRIBE)
- Duplication Equipment
Returns And Exchange Instructions
Prior to contacting us, make sure you have read our policies for returns and exchanges here.
Step 1: Obtain Return Authorization Number
Call 800-984-9800, Ext. 2 or email service@neato.com within 30 days of the date of purchase for a Return Merchandise Authorization (RMA) number. Have your invoice number, account number or packing slip number available. If you are emailing us, please include the item number and quantity of the product you want to return, and the reason for the return. If you return product without an RMA #, your shipment will be refused and returned to you at your expense.
Step 2: Package and Ship Properly
To ensure that the item(s) you are returning reach us without damage or loss, make sure to properly package or box your products and ship via a carrier providing a tracking number. For quicker turnaround, boldly mark your RMA # on the outside shipping label of the package along with your return address.
Order Discrepancies/Missing Products
Customers must notify NEATO of any order discrepancy within 48 hours of the delivery date. i.e., an item is received that is not listed on the packing slip or original order). If the order discrepancy is NEATO’s error, we will provide you with the correct merchandise and a pre-paid return slip will be provided for the incorrect merchandise.
Price Changes
If we lower our prices within 7 days of your purchase, we will credit you the difference between your original purchase price and the new price of the product.
Damaged Product
If you receive a product damaged in shipment, you must notify NEATO within 48 hours of the delivery date. NEATO will investigate the claim and notify the freight company of the damage. Please retain all packaging in the event that NEATO or the freight company needs to inspect the packaging. These investigations may take several days; refunds will most likely be in the form of merchandise replacement.
Late Deliveries
Delivery times quoted for ground delivery are approximate and not guaranteed. NEATO is not responsible if ground deliveries take longer than quoted at the time of order.
If a package is shipped by overnight or 2-day service and is not delivered in a timely fashion, you are entitled to a refund of the shipping charges paid – subject to the terms and conditions of the freight company used.
NEATO ships Monday through Friday except on public holidays. Orders received Monday through Friday before 3pm (e.s.t) usually ship the same day. Orders received on weekends and after 3pm (e.s.t.) M-F usually ship the next business day. NEATO reserves the rights to limit purchases and shipments of goods at any time. *Transit time is estimated – not guaranteed.
List of Manufacturers for Defective Claims
Discgear
800-388-7597
http://support.discgear.com/home
Hewlett Packard
800-474-6836
http://welcome.hp.com/country/us/en/contact_us.html
Imation
800-351-8186
http://www.imation.com/en-us/Support/Product-Support/
Ion Audio
401-658-3743
http://www.ionaudio.com/customer-care-us-support
Kodak
800-235-6325
http://www.kodak.com/eknec/PageQuerier.jhtml?pq-path=687&pq-locale=en_US
MAXELL
800-377-5887
http://www.maxell-usa.com/index.aspx?id=-3;0;0;0&a=contact
Memorex
877-474-8548
http://www.memorex.com/en-us/Support/
Merax
626-912-8886
http://www.merax.com/contactus.html
MicroBoards
800-646-8881
Numark
401-658-3131
http://www.numark.com/contact/index.php
Odyssey
877-563-9773
http://www.odysseygear.com/odyssey_contact.php
Primera
763-475-6676
Raptor innovations
888-463-8754
http://www.raptorinnovations.com/index.cfm?pagepath=About/Contact_Us&id=9090
Recordex USA, LLC.
478-237-5501 or email service@recordexusa.com
www.recordexusa.com
Rimage
800-445-8288
SmarrCopy
http://www.smarrcopy.com/warranty.html#coverages
http://www.smarrcopy.com/contact.html
Sony
239-768-7547
http://esupport.sony.com/US/perl/contact-relation.pl?
Sustainable Group (Rebinder)
206-432-8020
http://www.rebinder.com/contact
TDK
877-363-6673
http://www.tdkperformance.com/en-us/Support/Contact-Support/
Taiyo Yuden (JVC)
800-252-5722
http://support.jvc.com/consumer/support/index.jsp
Teac
323-726-0303
http://www.teac.com/support/contact/
Verbatim
800-538-8589
http://www.verbatim.com/contact.cfm
XLNT Idea
Monday through Friday at 1.800.479.1689 between the hours of 9:00am and 6:00pm PST
http://www.xlntidea.com/ViewPage.aspx?ContentCode=Support
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