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Home > Returns and Cancellations

Returns and Cancellations



Return Procedures

Authorized returns will be accepted at the discretion of General Graphic. Customers have 48 hours to notify us after receiving a damaged or non-working item. Undamaged merchandise must have been purchased within the previous 30 days and be returned in a resalable condition. Opened or partially used merchandise will not be accepted for return credit.

All returns MUST receive a Return Merchandise Authorization (RMA) number from Customer Service (number is valid for 7 days). Boxes without an RMA on the shipping label will not be accepted.

Products cannot be accepted if their original boxes are marked, damaged, written upon, or stickers or labels of any type placed upon them.

Products must be in original packaging (include a copy of the invoice) and be returned freight pre-paid (insured) to General Graphic. After inspection and acceptance, credit returns may be subject to a restocking fee. All freight expenses incurred are to be paid by the customer. No credit will be issued on freight, handling charges, or special fees.

No returns on custom or special orders, and close-out items. All accepted product that is not within General Graphic's policies will be returned to the customer, freight collect, or held for a customer issued call tag. General Graphic will not be responsible for unclaimed product left over 45 days.

Due to circumstances beyond our control, we cannot accept returns of electrical equipment.

If you have any questions, please call customer service at +1 (801) 927-3038 or email customerservice@generalgraphic.com.

Packaging Guidelines

See Packaging Guidelines for additional information on how to package returns.

Damage Claims

Claims are filed by, and are the responsibility of, the shipper.

  • It is the receiver's responsibility to note any damage or possible damage on the bill of lading before accepting delivery.
  • It is the receiver's responsibility to contact the shipper within 48 hours to report damage.
  • The receiver must hold the package until carrier picks up and/or inspects the damaged product. Do not throw away original packaging.
  • A replacement order cannot be shipped until a claim has been filed with the carrier. In the event that the order was shipped via truck and the bill of lading was signed for free and cleared by the customer, a replacement order will not be shipped until the claim has been finalized. If a replacement order is needed before that time a credit card will be needed to ship the replacement order out. Once the claim has been resolved, and pending the results, a credit will be issued to the original invoice.

Failure to do any of the above may invalidate the claim.

Refunds / Exchanges

All refunds and exchanges are at the discretion of General Graphic. We will facilitate and assign the responsibilities for each party on returns and exchanges. If the customer has no responsibilities, then a full refund or exchange can be made. If both the customer and General Graphic share responsibilities, then the refund / exchange will be apportioned accordingly. Customers are responsible for any costs incurred by General Graphic to fulfill your order (i.e. shipping, labor, etc.). The company is responsible to deliver the correct item in a working condition to the customer.

Please note that it may take four to five business days for your return to reach our warehouse. Once it is received and inspected by our staff (typically within 72 hours of receipt), we will process your refund and apply a credit to your credit card, or other method of payment within seven days. Please note that depending on your credit card company, it may take an additional two to 10 business days after your credit is applied for it to post to your account.

Insurance

We inspect all returns. It is your responsibility to return products undamaged, except what's noted or reported to us. We highly recommend that you insure packages that are returned to us.

Past Due Accounts

The customer specifically agrees to pay all reasonable attorney's fees and court costs in the event legal action is taken to collect on the account. The customer further agrees to pay an additional amount representing fifty percent (50%) of the principal balance if the account is referred to a collection agency or attorney for collection. This additional amount is in recognition of the costs associated with said collection action processing.

Order Cancellations

We will make every effort to cancel orders when requested. You will be responsible for any costs incurred up to the point where your order can be cancelled. These costs may include shipping, restocking and other fees. There are no cancellations of custom or special orders.

Customers who arbitrarily initiate a credit card chargeback against General Graphic will receive a chargeback fee in the amount of $25. This fee is to cover costs of the customer's chargeback actions. It will be invoiced to the customer along with any applicable restocking or legal fees. The customer will have 30 days to pay General Graphic the charge back fee.

Restock Fee

After inspection and acceptance, credit returns will be subject to a minimum $25.00 restocking fee or 20% of the product(s) cost, whichever is greater.

 
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