RMA (Return Merchandise Authorization) Return Policy

Overview

This article details SMS policies regarding the Return Merchandise Authorization (RMA)

RMA for 30-day money back guarantee

• Product must be in the same condition as received, with no damage 
• Customers must contact success@storetraffic.com to request for RMA within 30 days of purchase.
• Exception & exclusions 
  • Customers purchasing counter(s) for a short-term event
  • Customers purchasing 10 units or more at a time
  • Onsite services that are already performed by our 3rd party installer will remain billable

RMA for defective product

PEARL and 3D Camera come with a 2-year warranty, from the date of purchase.

• Please connect with our support team for replacement request evaluation
  • via chat icon in T.M.A.S. software 
  • via chat icon https://help.storetraffic.com 
  • Email: techsupport@storetraffic.com 
     
• 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 and confirmed:

• An email containing a UPS return label with instructions will be automatically sent directly from UPS to the RMA requester (please ensure to check your junk/spam folder)
• The customer will have 30 days to return the equipment from the date that the return label has been sent
• Upon receipt of the equipment at SMS HQ (Our team will examine the product for damages to determine if it meets the criteria for the 30-day money-back guarantee.), a credit will be issued within 3-4 business days. 
   

Terms for returning defective product/s:

• An invoice will be issued upon shipment of a replacement unit.
  • No payment is required upfront, the invoice must be settled within 30 days and will be credited upon receipt of the defective product.
• Payment of the invoice is mandatory if the defective product is not returned within 60 days of the invoice date or if it shows clear signs of physical damage upon return.
• If the defective product is returned after 60 days, a 25% deduction will be applied to the total invoice amount, with the remaining balance credited.
• This deduction increases to 50% after 6 months, and returns are not accepted after 1 year.

Q&A

Q: Not able to find your UPS return label?
A: Please check your inbox and junk/spam folder.
   
Q: Where can I get a status update for the return?
A: Contact administration@storetraffic.com

Q: I would like to upgrade my hardware and want to return the current hardware,
A: Please contact success@storetraffic.com 
 

Q: Where can I read more about what the warranty covers?
A: Please see the following articles
PEARL - How to Check for Warranty Status
Pearl People Counter: Ensure Proper Use for Warranty and Accuracy

Further information: terms and conditions