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Journyx Return Policy

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Please follow the return procedures provided in this document to return hardware.

We strongly request that you certify all shipments and obtain a tracking number, as Journyx is not responsible for shipments prior to arrival and acceptance at our offices.

Damaged on Arrival Product Handling

Products that arrive in packaging that is visibly damaged should be refused by the recipient and accepted back by the carrier attempting to make the delivery. If a product that has visible damage is accepted, the recipient and the carrier must document the visible damage in order for a damage claim to be filed; filing is the responsibility of the recipient. Journyx must be notified within 2 business days of customer receipt of a visibly damaged product, and the product must be saved and kept in the original condition in which it was received. In order to receive a replacement product, the recipient must send to Journyx the following, postmarked within 5 business days of receipt of the product: a copy of the damage notification document from the carrier and the signature of the receiver. Follow the return procedures provided in this document.

Defective on Arrival Product Returns

The recipient bears sole responsibility to notify Journyx within 5 days of receipt of any product that they receive that is defective on arrival (e.g., the product has no power). Journyx requires that all defective on arrival products be returned directly for replacement. Defective on arrival products must be unused and returned in the product’s original state. Follow the return procedures provided below.

Return Procedures

  • Contact a Journyx customer service representative to obtain a Return Merchandise Authorization (RMA) Number by sending an email to [email protected]. The email should contain a description of the hardware’s issue, as well as the faulty hardware’s serial number.
  • The support technician assigned to the RMA will provide a Return of Merchandise (RMA) Shipping Manifest document. Complete the document, selecting all hardware being sent to Journyx, as well as the quantity of each component. Send the completed document to the support technician, either through the RMA ticket specific to this issue or in the box with the returned hardware. No refunds, replacements, or repairs will be issued without the Return of Merchandise (RMA) Shipping Manifest document.
  • The product must be returned within 10 days of receiving the Return Merchandise Authorization (RMA). Include the RMA Number with the returned product. Clearly label the carton with the RMA Number on the Outside. No refunds or replacements will be issued without an RMA number.
  • All product returns to Journyx must be accompanied by proof or purchase, such as the original purchase receipt, invoice, copy of order or an emailed version of these confirmations.
  • Products must be secured properly for shipping and packed appropriately. When shipping include all accessories, cables, CDs, or manuals. If you have any questions on packing procedures, please contact customer service for guidelines. We will invoice you for accessories missing from returned items.
  • Return hardware products purchased from Journyx to the following address:

Journyx Returns
2223 Westfield Street
West Springfield, MA 01089
Attn: [RMA Reference #]

  • Once the hardware has been received and tested, the support technician will provide a Return of Merchandise (RMA) Intake Form, listing all hardware received and the testing results for each. Sign, date, and return this document to the support technician for verification that all items have been received. Within 14 days of its delivery (via email) to the customer, either the signed Return of Merchandise (RMA) Intake Form or customer’s request for additional time to respond must be returned to the assigned technician. If the RMA Intake Form is not signed and returned within the allotted time, the hardware will be returned to the customer at the customer’s expense. Journyx is not responsible for any missing hardware components, etc. if the Return of Merchandise (RMA) Intake Form is not signed by the customer and returned to the support technician. Journyx reserves the right to limit the number of extensions we grant to the 14-day form return period.
  • Repair or replacement proposals must be approved or disapproved within 21 days of its delivery (via email) to the customer and/or all order forms for repair or replacement components must be submitted to the account manager within 21 days of receiving the Return Merchandise Authorization (RMA) Hardware Repair/Replacement Form. If not approved or disapproved, or if an Order Form is not submitted, within the allotted time, the hardware will be returned to the customer as is, at the customer’s expense, and the ticket will be closed.

Defective or Damaged in Production Product Returns

The recipient bears sole responsibility to notify Journyx of any product that is defective or damaged in production (e.g., the product has no power). Journyx requires that all defective or damaged products be returned directly for repair or replacement. Follow the return procedures provided below.

Return Procedures

  • Contact a Journyx customer service representative to obtain a Return Merchandise Authorization (RMA) Number by sending an email to [email protected]. The email should contain a description of the hardware’s issue, as well as the faulty hardware’s serial number.
  • The support technician assigned to the RMA will provide a Return of Merchandise (RMA) Shipping Manifest document. Complete the document, selecting all hardware being sent to Journyx, as well as the quantity of each component. Send the completed document to the support technician, either through the RMA ticket specific to this issue or in the box with the returned hardware. No refunds, replacements, or repairs will be issued without the Return of Merchandise (RMA) Shipping Manifest document.
  • The product must be returned within 10 days of receiving the Return Merchandise Authorization (RMA). Include the RMA Number with the returned product. Clearly label the carton with the RMA Number on the Outside. No refunds, replacements, or repairs will be issued without an RMA number.
  • Products must be secured properly for shipping and packed appropriately. When shipping, only include items that were requested by the support technician. If you have any questions on packing procedures, please contact customer service for guidelines.
  • Return hardware products purchased from Journyx to the following address:

Journyx Returns
2223 Westfield Street
West Springfield, MA 01089
Attn: [RMA Reference #]

  • Once the hardware has been received and tested, the support technician will provide a Return of Merchandise (RMA) Intake Form, listing all hardware received and the testing results for each. Sign, date, and return this document to the support technician for verification that all items have been received. The Return of Merchandise (RMA) Intake Form must be signed and returned to the assigned technician within 14 days* of its delivery (via email) to the customer. If not signed and returned within the allotted time, the hardware will be returned to the customer. Journyx is not responsible for any missing hardware components, etc. if the Return of Merchandise (RMA) Intake Form is not signed by the customer and returned to the support technician.
  • Repair or replacement proposals must be approved or disapproved within 21 days* of its delivery (via email) to the customer and/or all order forms for repair or replacement components must be submitted to the account manager within 21 days of receiving the Return Merchandise Authorization (RMA) Hardware Repair/Replacement Form. If not approved or disapproved, or if an Order Form is not submitted, within the allotted time, the hardware will be returned to the customer as is, at the customer’s expense, and the ticket will be closed.

Returned Product Acceptance Policy

All returned product that does not meet the following criteria will not be accepted for refund and will be returned to you:

  • No refunds or exchanges will be issued on products that are not directly purchased from Journyx
  • Defective on arrival products must be returned unused with all accessories in its original box.
  • All products returned to Journyx for replacement must have been purchased directly from Journyx, and must be accompanied by a Return Merchandise Authorization (RMA) Number (see “Return Procedures,” above) and proof of purchase, and, for hardware found defective on arrival, be in the original packaging, including all materials pertaining to the product, such as the cables, manuals, power cords, power supplies, software, etc.
  • All standard and extended warranties will be voided on products with visible markings, such as pen ink, Velcro, magic marker, paint, oils and grease, glue, tape, etc.
  • All standard and extended warranties will be voided on products with physical damage, such as scratches, cracks, chips, tears, dents, compressions, etc.
  • All products must have a Return Merchandise Number (RMA). After issuance of a valid RMA Number the product must be returned within 10 days or the product will be refused.