Welcome to LAVA's webstore!

LAVA Computer MFG Inc., 2 Vulcan St, Toronto, ON M9W 1L2, Canada


Shipping & Returns



SHIPPING

Prices shown in the LAVA online store do not include shipping costs. For orders (up to 10 items) the following rates apply:

Ground Shipping (summer shipping 10 to 14 days)


$17.50 USD

Express Shipping (1-2 business days)

$40.00 USD

For orders of more than 10 items, please contact LAVA:

Toll-free: 1-800-241-LAVA (5282)
Tel: (416) 674-5942
Fax: (416) 674-8262
E-mail: sales@lavalink.com


RETURNS

You may return your new, unopened items in original condition sold and fulfilled by the LAVA Online Store within 30 days of delivery for a full refund. The return item must include your invoice [either original or photocopy].

We will pay the return shipping costs only if the return is a result of our error [you received an incorrect item, for example]. For defective items, please see our LAVA Lifetime Warranty.

How and When Refunds Are Processed

We will notify you via e-mail of your refund once we have received and processed the returned item. We will issue a refund in the same form of payment originally used for the purchase within 3 to 5 business days of our receiving your return. If after reading this information, you have questions regarding your return, please contact a LAVA representative at 1-800-241-LAVA [5282] or 416-674-5942 [outside Canada and the continental USA]. You can also email sales@lavalink.com.

If a product does not operate as warranted, LAVA will, at its option and expense, either [1] Repair the defective product or part; or [2] Replace the defective item with an equivalent product or part. All products that are replaced become the property of LAVA. Replacement products may be new or reconditioned.To obtain warranty service, the customer must follow the RMA Procedure as outlined below. Return shipping charges are the sole responsibility of the customer. When goods are received and verified in Toronto, Ontario at the LAVA warehouse, the item will be replaced and returned to you. Please allow 4-6 weeks for turnaround time.

RMA Procedure

LAVA hopes you are completely satisfied with your purchase. In the unlikely event that you wish to return a part believed to be defective, please follow the procedure below to ensure prompt and accurate service of your return.

1. All LAVA products returned to LAVA Computer MFG must be assigned an RMA number. LAVA Computer MFG reserves the right not to repair or replace any defective LAVA product that is returned to LAVA without an RMA number.

2. RMA numbers are issued by the LAVA RMA Department.

3. In order to be issued an RMA number, a Tech Support Representative must be consulted first to confirm all defects. The customer shall provide, by phone, e-mail or fax, to LAVA, his or her contact information, product details, including the hardware version, and firmware version of the LAVA product, as applicable, along with the date of purchase of said LAVA product. Descriptions of the defect must be clear and as accurate as possible to expedite processing. LAVA reserves the right not to issue an RMA number to a customer who provides to LAVA vague descriptions of the defect, such as **failed** or **not working**.

4. If an RMA number is issued, the customer will receive the RMA number from LAVA Computer MFG via e-mail, fax, or telephone.

5. LAVA products that are being returned to LAVA Computer MFG must be properly packed and sent to LAVA with the assigned RMA number clearly written on the outside of the package and/or shipping manifest. Once an RMA number is issued, the defective product must be shipped back to LAVA prepaid, insured, and wrapped in the original or similar shipping package.

6. When returning LAVA product with an assigned RMA number, ensure all of the following items are included in your package:* The defective LAVA product;* Power adapter, if provided with the LAVA product;* Cables, if provided with the LAVA Product; and* RMA form. Other than those items listed above, LAVA shall not be responsible to return to the customer any additional items sent to LAVA.

7. The customer has thirty [30] days from the date of the issuance of the RMA number to send to LAVA the defective product. After such thirty [30] day period, the RMA number will be cancelled. Any returned LAVA product received after such thirty [30] day period or any new RMA number issued for the same LAVA product will be subject to a processing fee per returned LAVA product of $9.95 CDN plus applicable taxes. Unless otherwise noted, all LAVA product assigned an RMA number should be sent to:


LAVA Computer MFG
Attn: RMA Department
2 Vulcan Street
Toronto, Ontario M9W 1L2
Canada
Tel: [416] 674-5942

8. The customer is responsible for shipping costs associated with returning materials to LAVA. The customer must also insure the shipment or accept the risk that the package may be lost or damaged in transit. LAVA will be responsible for shipping costs to return any repaired or replaced LAVA product. Standard ground shipping will be used by LAVA to ship items to the customer.

9. Additionally, the RMA number must be clearly marked on the outside of the shipping package. Any product returned without an RMA number shall be rejected and sent back to the Customer. Additionally, LAVA reserves the right to have the Customer bear the cost of sending back such products. A service charge may or may not be levied to the Customer by LAVA. To find out if a service charge is levied, read the RMA Form that is faxed back to you, or ask your LAVA representative at the time of RMA request.Write clearly on return package and customs form that this shipment is: CANADIAN GOODS BEING RETURNED FOR WARRANTY REPAIR.

Additional Terms

1. LAVA may refuse any package received that: [i] does not have shipping prepaid; [ii] contains items that were not assigned an RMA number or that are not accompanied by proper documentation such as RMA form; or [iii] does not have the RMA number clearly marked on the outside of the package or on the shipping manifest. LAVA is not responsible for returning any of the aforementioned packages.

2. LAVA reserves the right to update the RMA Policy as required. If LAVA decides to amend the RMA Policy, LAVA will post the amended RMA Policy on its Online store and Tech Support web sites. Posting of amended RMA Policy shall constitute notice. All amended RMA Policies shall be effective immediately upon such notice.

Please contact LAVA RMA Department with your questions:

Toll Free: 1-800-241-LAVA [5282]
Tel: 416-674-5942
Fax: 416-674-8262
Email: tech@lavalink.com

LAVA COMPUTER MFG. RMA PROCEDURES CHECKLIST:

A. Call or email the RMA Department for help with troubleshooting during installation and or performance.

B. If LAVA Technical Support confirms the product is defective, please call or email your Sales Representative or the RMA Department and request the geographically appropriate RMA form [Domestic, USA, or International].

C. Fill out the RMA form with all the required information.

D. Fax the RMA form to [416] 674-8262.

E. Within 48 hours, you will receive the form faxed back to you with the RMA # assigned.

F. Package the product as described above, include the RMA form with the packing slip, mark clearly on the box GOODS BEING RETURNED FOR WARRANTY REPAIR.

G. If you have not received the replacement product within 4 weeks, you may call the RMA Department and follow up on its status.

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