Return Policy

Returns for repair, warranty claims, credit or any other reason will be refused without first obtaining a RETURN MATERIAL AUTHORIZATION (RMA) number. An RMA number can be obtained for qualified product through the Peerless-AV^® Customer Care Team at 800-865-2112 or 630-375-5100 between the hours of 7 AM to 6 PM CST (Monday through Friday), or email us at info@neptunetv.com, provided all necessary information is available at the time of the request.

The customer is responsible for all shipping costs back to Peerless-AV. Product must be sufficiently packaged per the return instructions to protect the shipment from freight damage. Shipment must also be adequately insured. Should damage occur with the shipment, it is the responsibility of the customer to file any freight claims.

No freight collect shipments will be accepted.

Upon receipt and inspection, Peerless-AV reserves the right to accept or reject the return. If the returned product is rejected, it is the customer’s responsibility to pay for return shipping costs. Product will be considered abandoned after 30 days and will be discarded and/or destroyed if customer does not make return arrangements.

Any returned product which is opened, installed, modified, altered, or in any way physically damaged or unlike new may be rejected and will not qualify for any type of return credit.

Defective product covered under warranty will be repaired, replaced with product in like condition or credited, at Peerless-AV’s discretion, at no additional charge. Return freight to customer will be paid by Peerless-AV.

Freight damage claims must be submitted to the carrier immediately and Peerless-AV must be notified within five business days of receipt, along with a copy of the bill of lading noting damage, photos, and description of damage.

Any product that is damaged with packaging intact (concealed freight damage) must be reported to Peerless-AV immediately (within 24 hours) upon delivery. All packaging must be retained for inspection, along with any requested photos for consideration. Final claim decisions will be made on a case-by-case basis at the sole discretion of Peerless-AV.

Any confirmed mis-shipment (under/over) must be reported to Peerless-AV upon receipt. Peerless-AV will review, investigate, and confirm to rectify any mis-shipment either by corrective shipments or credit and rebilling.

Any shipment refused by the customer is subject to a 25% restock charge plus freight charges.

The above restocking chart defines the minimum restocking charge that will be applied for product accepted for return by Peerless-AV. It does not include any additional charges that may be necessary for repackaging and/or remanufacturing to resalable condition.

Obsoleted, revised, or specially produced (such as custom designed or special ordered) product, will not be accepted for return.

Any stock balance returns that were shipped freight prepaid by Peerless-AV are subject to a reduction of such freight from the return credit.

Peerless-AV acknowledges human errors occur. If a customer orders the wrong product(s), they may be returned with a reduced restocking charge of 10% if ALL of the following conditions are met:

-The incorrectly ordered product(s) are returned within 30 days of shipment.

-The product must be received in the original, like new packaging and in brand new condition.

-The customer must place an offsetting order equal to or greater than the requested return.

-The customer must pay the return freight costs and any associated freight costs previously paid by Peerless-AV.

If all of these conditions are met, the customer will receive the reduced 10% restocking charge.

For any additional questions, please contact our Customer Care Team at 800-865-2112 or 630-375-5100, between the hours of 7 AM to 6 PM CST (Monday through Friday), or email us at info@neptunetv.com.