Our Promise To You
It is our goal at National Source AV to exceed expectations in all areas of customer service and that includes the RMA/repair process. While we understand returns are never fun and can happen for a number of reasons we do what we can around here to make Pro AV Distribution Simple! Please read below for details.
Q: How claim a warranty repair issue?
A: Contact customer service at 1-888-476-9923. Please make sure to have the following information handy when requesting a return merchandise authorization (RMA): Original Sales Invoice Number Product Model Serial Number (if accessible). Please make sure to have the following information handy when requesting an RMA:
Original Sales Invoice Number
Serial Number (if accessible)
Our process is to confirm, with the manufacture, that your product is in fact defective. When deemed defective National Source Av Inc. may immediatly replace your product- ETA 5-10 business days, request the manufacturer to ship a new product-ETA 5-10 business days, or coordinate repair/service.
All electronics (excluding special order items) will be subject to a 25% re-stocking fee. In the event that a product has been opened or used a 35% re-stocking fee will be assessed. All electronics will be inspected and tested upon return and credit will be applied in most cases within 48 hours once an item has been received by National Source AV. The customer assumes responsibility for any damage or
missing items on all opened products. Customer assumes the responsibilty for all shipping charges back to National Source AV. National Source AV holds the right to refuse any RMA.
Damaged On Arrival (DOA) Product
Q: What is a DOA product?
A: DOA product or “damaged on arrival” is any electronic device that will simply not power up or may not be per-forming to the manufacturer’s specification. (example: input or output not responding) In the event you are experiencing a DOA issue please contact Customer Service immediately to arrange troubleshooting the device and or coordinate its return. All products that are found to be defective due to the fault of the manufacturer will be subject to a full refund or replacement after the Manufacturer
Factory Installed Lamps/Lenses
Lamps that are original to the projector from the factory are subject to the manufacturer’s warranty where applicable. You may contact a returns specialist to verify the warranty information if you are experiencing an issue.
An advanced replacement may be coordinated with your sales representative in the event you need to change your order for any reason after it has been received. (A fee may apply).
All products are covered under their respective manu-factuer’s warranty, any defective products that fall within the warranty period will require an RMA # from the manufacturer. RETURNS FOR SHIPPING DAMAGE Q: What do I do if my product was damaged in transit? A: Items that have been damaged in transit can be re-turned or refused upon delivery. If damage is discovered after an item has been received please contact your sales representative or customer service to request an RMA.
Q: What is concealed damage?
A: Concealed damage is any damage that has occurred during shipping that cannot be detected at the time of delivery. In most cases the outside of the box does not appear to be compromised when in fact the items inside are damaged. Concealed damage can only be claimed if a product has been received and signed for. All concealed damage must be reported to National Source AV within 24 hours of receiving the product. Concealed Damage reported after this time frame will not be refunded.