Return Merchandise Authorization (RMA) 

1)     Customer is defined as the person or entity that purchased any product from SecureIShop.

2)     Customer must contact the SecureIShop Customer Support Center (CSC) via website or email at support at secureishop dot com (use the @ and a period with no spaces) and describe if the problem is related to hardware, software and/or alert notifications.

3)     An authorized SecureIShop Customer Service Representative shall determine if the problem can be fixed by one of the following methods:

a)     Replace an item

b)     Fix the software

c)     Fix the alert notification

4)     RMA shipments received by SecureIShop must have the RMA number clearly visible on outside of the package and include a packing or it may be refused, unopened and returned, and additionally will void the warranty.

5)     Our standard policy for returnable products (hereinafter mentioned as RMA Returns) is for repair/replacement only.

6)     The RMA Returns must be the SecureIShop product specified on the RMA form. Otherwise the RMA will be void, the product will be returned with the freight cost charged to Customer, then any existing warranty will be void.

7)     Upon receipt of RMA Returns, SecureIShop will verify with Customer the RMA products received are those as specified on the RMA form.

8)     Returns that do not include all of the required returned components may be returned to the Customer or charged on a per item basis. The Customer assumes responsibility for product or component until receipt at SecureIShop. Therefore, Customer is suggested to ship via an insurable carrier.

9)     During the warranty period, SecureIShop will provide replacements for all components found to be defective due to materials or workmanship. All returns will be processed after they arrive in our warehouse and will be fully inspected before an exchange is issued. Upon inspection, if SecureIShop determines that the damage is due to “Failed Inspection,” then SecureIShop reserves the right to return the product or component without repair or replacement and the warranty will be void. Failed Inspection shall mean the damage was caused by misuse, abuse, improper installation, cellular infrastructure outages, host system electrical and operational problems, accidents, vandalism, theft, fire, satellite communication failures, or other causes not attributable to SecureIShop.

a)     SecureIShop will promptly notify Customer of any Failed Inspection status.

10) If, upon Customer receipt, the returned package is found to be damaged or tampered with, the Customer must immediately notify the carrier and also notify SecureIShop within 24 hours. SecureIShop will then file a freight damage claim with the carrier involved. Failure to file freight damage report within the allotted timelines will void any further repairs and void the warranty.

11) Under normal operation, RMA Returns will be repaired/replaced in accordance with published policies. 

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