Refund policy

Return & Refund Policy

Product: At Scenestek, we are committed to our customers’ satisfaction. If the product did not meet your expectations or was defective, you can refer to the following policies to request for a refund, exchange or repairment in terms of your situation.

Accessories: If you’re unsatisfied with any of the accessories, we can get it replaced or issue you a full refund anytime you need. And the new replacements will be shipped

Important Note: Normally the orders that are under processing, being on hold or have been shipped out (you have received the tracking number or your order status is completed) cannot be cancelled. If you have to refuse delivery after the package is dispatched from Scenestek due to force majeure, you are subject to the following return and refund policies and must pay for the original shipping charges, which will be deducted from your refund.

Return Policy for Products Purchased from Scenestek

    a) For Unwanted Products

If the Scenestek product that you purchased directly from Scenestek does not meet your satisfaction or does not apply to your installation application, but was not defective, we call such product as “unwanted product”.

You may return the unwanted product (Product for Refund) to Scenestek for a full refund or replacement within 30 days of the delivery date unless otherwise specified in the products’ listing on our website, on the receipt or packing slip. You are responsible for the shipping fees. Beyond the end of those 30 days, refund and exchanges for unwanted product are not available.

 Important: For an unwanted Scenestek Certified Refurbished Product, a full refund is not available. You can only exchange refurbished product for refurbished product, not new device.

To avoid any delay or denial of processing your refund request, please verify that your Product for Refund satisfies all of our following inspection criteria (the “Inspection Criteria”).

The Product for Refund must be:

  1. In the original manufacturers packaging, and shipped securely;

  2. Complete with all the accessories, documentations, and standard certification labels originally, including, but is not limited to, UL listing, capacity, brand name, UPC code;

  3. Free of any permanent alterations including, but not limited to paint, altered connection inputs, severed wires or cables, or indication of removed screws/fasteners or seals;

  4. Free from damages of any type, including, but not limited to dents, scratches, cracks, abuse, defacement or damages resulting from power surges;

  5. Labeled with a security seal, which is intact and not tampered with.

For your own benefit, we recommend that you use a traceable carrier that can provide you with the delivery confirmation to ship your Product for Refund back to the location instructed in the RMA authorization. Scenestek shall not be responsible for any loss or damage to the Product for Refund caused in transit.

The Product for Refund will be thoroughly inspected by Scenestek when received and a decision will be made whether the Inspection Criteria are met. If your Product for Refund fails to satisfy the Inspection Criteria (the “Non-conforming Product for Refund”) and has been shipped to Scenestek, your Non-conforming Product for Refund will be rejected or subject to a restocking fee of up to 15% at Scenestek’s sole discretion. The inspection may take up to 5 business days from the time your Product for Refund is received.

If the Non-conforming Product for Refund is rejected by Scenestek, you will be billed with the cost and fees of shipping the Non-conforming Product for Refund from Scenestek back to you.

    b) For Non-Manmade Defective Products

If the product is defective (non-manmade) when you receive it, within 30 days of delivery, you can return to Scenestek and get a full refund or replacement. Scenestek are responsible for all shipping fees.

Beyond the 30 days but within 1-year warranty, a full refund is not available, but replacement or repair is acceptable. You are responsible for the return-to-Scenestek shipping fees and Scenestek will bear the freight of new replacements or repaired units.

Important: For a non-manmade defective Scenestek Certified Refurbished Product, a full refund is not available. Within the 1-year warranty, you can only exchange refurbished product for refurbished product, not new device.

    c) For Manmade Defective Products

If the product is manmade defective, refund is not available. Within Warranty, replacement or repair is acceptable, but you are responsible for any of the service charge, shipping cost and other fees.

 Important: For a manmade defective Scenestek Certified Refurbished Product, replacement or repair is acceptable, but you have to bear any fees due to that.

    d) How to Return

    Step 1: Send the Email to support@scenestek.com and Fill out the RMA (Return Merchandise Authorization) request.

    Step 2: obtain an RMA number.

    Step 3: Pack the items and ship them.

Important Note: Please pack the item(s) very well with the original box and all the original accessories included such as power adapters, brackets, cables, manuals. The RMA number must be on your return-shipping label and in the box. Then ship the product in original packaging to the address we provided. We will process your refund and automatically apply a credit to the credit card associated to your original order. Please allow 7-15 business days for credit to clear.

    e) Shipping in Return Process

For your own benefit, we recommend that you use a traceable carrier that can provide you with delivery confirmation to ship your Returned Product back to the location instructed in the RMA authorization. Scenestek shall not be responsible for any loss or damage to the Returned Product caused in transit.

If the returned product is tested and found to be non-defective or not covered by the Scenestek’s limited warranty by the certified Scenestek RMA technicians, you should be responsible for arranging shipment of the returned product from Scenestek to your location.

In the event that a replacement product is needed immediately, a cross-shipment option is available if the original purchase date is within 6 months of the cross-shipment request. Scenestek will ONLY provide free ground cross shipment to the continental USA destination. Any cross shipment to areas outside the continental USA will be charged additional shipping cost and other fees.

Requesting this option implies that your returned product has the defective part and you will ship it back to Scenestek within 25 calendar days of the authorization of the cross shipment.

If the returned product is verified not covered by Scenestek’s limited warranty by the certified Scenestek RMA technicians, you should be responsible for arranging shipment of the returned product from Scenestek to your location.