This Order Issue, Warranty and Non-Defective Product Return Policy (“Return Policy”) applies when:
1. products are included on Philips’ shipping documents, but are not received by the Purchaser,
2. products are received by the Purchaser from Philips, but were not ordered,
3. products are received by the Purchaser with visible damage (collectively 1), 2) and 3) are hereinafter referred to as “Discrepancies”),
4. products become defective during their stated warranty period, and
5. Purchaser wishes to return non-defective, unopened products.
(a) Reporting. All Discrepancies must be reported to Philips RS North America LLC’s (“Philips”) Customer Service Department (“Customer Service”) by calling (800) 345-6443 within thirty (30) days of receipt of the shipment.
(b) Return Authorization. If requested to do so, Philips will authorize via a Returned Goods Authorization (RA) Form:
i. credit to a Purchaser for products for which Philips has invoiced Purchaser but were omitted from shipment.
ii. the return of products for the following Discrepancies:
a. products that Philips has shipped in error, and
b. products that Purchaser received with visible damage, but only if such products are reported as damaged at the time authorization for such product return is requested.
iii. the return of products if they become defective pursuant to Philips’ written limited warranty, provided such product return is requested within the term of the stated warranty period, subject to the limitations of Section (d) below.
iv. the return of non-defective products in their unopened, original and unmodified package, subject to the limitations of Sections (c) and (d) below.
(c) Exceptions. Unless the requested credit or return falls under Sections (b) i, ii or iii above, Philips will not authorize a credit for or accept return of:
i. custom-ordered product (i.e. if not listed on Philips’ published price list and/or if shipped to Purchaser with modified custom packaging),
ii. products delivered more than thirty (30) days from the date of request for return,
iii. discontinued product (not listed on currently published price list or formally discontinued), or
iv. any product that is not in its original, unopened, and unmodified package (i.e. no writings, stickers, or other markings may be added to the product package by any party other than Philips).
(d) Prohibited Returns. Due to health and safety concerns, Philips, at its sole discretion, will not authorize or accept any return of products that are infested with insects, rodents, other pests, etc.
(e) Return of Non-Defective Component Parts. Notwithstanding anything stated above, Philips shall accept the return of non-defective product component parts that are opened if ALL of the following conditions precedent are satisfied:
i. Purchaser purchased the specific component part to remedy and/or repair a specific issue or problem with an existing Philips product owned by Purchaser,
ii. The component part did not remedy and/or repair the specific issue or problem,
iii. Purchaser, within thirty (30) days of receipt of the shipment of the component part, requested Philips to accept return, and
iv. Purchaser, simultaneously with the request for return, ordered a new component part to attempt to remedy and/or repair the unresolved specific issue or problem, or ordered a new product to replace the existing Philips product owned by Purchaser that Purchaser was attempting to fix.
(f) Requesting Return. To receive a RA Form please contact Customer Service at (800) 345-6443. Purchaser must furnish its Philips order number when requesting an RA Form. The RA Form will contain a Returned Goods Authorization Number (“RA Number”) which must appear on all boxes of products being returned to Philips. Credit memos cannot be processed without a Philips RA number.
(g) Return Shipping Costs. For all products returned under Sections (b) ii and iii above, if requested by Purchaser, Philips shall provide a prepaid shipping label or make other shipping arrangements at Philips’ cost for the purposes of returning such products to Philips. For all products returned under Section (b) iv above, Purchaser shall be responsible at their sole expense for all costs associated with shipping and returning the products to Philips.
(h) Credits, remedies, and charges:
i. For Discrepancies under Section (b) i, Philips will issue full credit for products for which Philips has invoiced Purchaser but were omitted from shipment.
ii. For Discrepancies under Section (b) ii, Philips will issue full credit for products it shipped in error or that Purchaser received with visible damage.
iii. For Warranty Fulfillment under Section (b) iii, for those products that Philips, in its sole discretion, elects to repair or facilitate other applicable remedy pursuant to the terms of the product warranty, upon receipt of the defective product Philips will repair the defective product or facilitate other applicable remedies. For those products that Philips, in its sole discretion, elects to replace pursuant to the terms of the applicable product warranty, Philips will ship out a replacement product upon Philips’ receipt of notice of such warranty claim by the Purchaser. If Purchaser fails to return the defective product that is the subject of the warranty claim within sixty (60) days of submitting their warranty claim to Philips, then Philips shall invoice Purchaser for the replacement product following lapse of the sixty (60) day period for Purchaser’s return of defective product.
iv. For returns under Section (b) iv, Philips will issue full credit for the product’s purchase price, less a restocking charge equal to 10% of such purchase price on all products returned.
v. All products must be returned to Philips in accordance with this Return Policy, and any additional instructions provided by Philips, for Purchaser to be eligible for any credit under this Return Policy.
vi. No credit will be issued on unauthorized returns.
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