RMA (Return Merchandise Authorization) Return Policy

Overview

This article details SMS policies regarding the return of equipment.

Types of RMA's and Procedures

At SMS, we strive to provide the best customer experience. We understand that sometimes, you may need to return a product for various reasons. This article outlines the guidelines and procedures for returning merchandise to ensure a smooth and efficient process. Please read the below details carefully before initiating a return.
 

30-day money back guarantee

Any customer who wishes to return merchandise within the initial 30 days of purchase is eligible for a refund, no questions asked. 

• Product must be in the same condition as received, with no damage
• Customers must contact success@storetraffic.com to request the RMA
• Exception & exclusions : 
  • Customers purchasing counter(s) for a short-term event cannot leverage the 30-day money guarantee
  • Customers purchasing 10 units or more at a time cannot leverage the 30-day money guarantee
  • Guarantee applies to physical products, remote services & software subscriptions ; onsite services are NOT covered and remain billable

90-day upgrade 

Customers can choose to switch from PEARL to 3D within their initial 90 days of purchase, just having to pay the difference between the two devices:

• Customers must contact success@storetraffic.com to request this upgrade

2-year warranty 

PEARLs and 3D Cameras come with a 2-year warranty, from the date of purchase:

• Please connect with our support team via chat from T.M.A.S. software or https://help.storetraffic.com or via email for them to evaluate this replacement request
• Exceptions : improper use, accidental damage and lost equipment are NOT covered under the 2-year warranty

Return Process

Once the RMA request has been approved:

• The customer will receive an email confirming the return along with instructions from the Customer Success team
• A UPS return label will be automatically sent from UPS by email to the RMA requester (make sure to check your junk/spam folder)
• The customer will have 30 days to return the equipment from the day the return label has been sent
• Once the equipment has been received at SMS HQ (and deemed OK in the case of a 30-day money back), a credit will be issued
• Exceptions : Tech support team can issue an RMA with NO return needed for broken equipment; in this case, it can be disposed of in the appropriate recycling bin

Following up with your RMA

UPS Return label:
In the event you are not able to find your UPS return label, please check your inbox AND your junk/spam folder(s) and the one of the RMA request initiator.

If you are still failing to find it, please contact administration@storetraffic.com to request a status update. Provided an escalation is needed, you can then email Success@storetraffic.com.

RMA Unit:
If you have not received your RMA unit, please contact administration@storetraffic.com to request a status update. 

Further Details

Please read our terms and conditions provided you want to learn more.