CUSTOMER SERVICE You ordered the wrong product If you submitted an order for the wrong product you can return it and pay a restocking fee as long as you follow the return process and return the product in the same condition as when you received it. All software products must be returned unopened and undamaged. You are responsible for freight charges on this type of return. We order products specifically for your order and must ourselves request return authorization to return products received against a cancelled order. We urge you to take advantage of the shopping cart functionality on our website and only create orders when you have fully decided that this is your intention. We sent you the wrong product If we shipped the wrong product to you (materially different from the product you ordered), we will authorize its return and compensate you for all the associated costs, except those that you can recover by returning and re-exporting the product to us. We may offer you the alternative of accepting a credit towards your account. To return the product, you must follow the return process and return the product in the same condition as when you received it. To take advantage of the credit, e-mail us your acceptance. In this case only, if you return a wrong product and order a replacement product from us, we will ship it to you and absorb all the transportation and clearance costs, except your country's duties, tariffs and taxes. Product DOA (Dead on arrival) and Product Failure We exchange products or credit your account in the case you receive a defective product and request a return within seven (7) days of receipt. Returns of defective products are subject to the return policies of the corresponding manufacturer or vendor. Most manufacturers have authorized service centers in different countries. We will inform you if they direct us to take the product for repair or exchange within your country. We will provide you with the alternatives that are available to you for the product in question. Scanner Overseas of Puerto Rico, Inc. will pay freight on the return. The manufacturer establishes product warranty policies, not Scanner Overseas of Puerto Rico, Inc.. We try to assist you by providing efficient return logistics and absorbing freight cost in some cases; however, only the manufacturer can make the decision on whether or not to accept a return for credit or replacement, have it repaired in the US, within your country or neighboring country. If a manufacturer or vendor refuses to credit a return, we will inform you of your alternatives and rights. Demonstration Product At it’s discretion, Scanner Overseas of Puerto Rico, Inc. may offer a product for demonstration purposes at no charge. With customer’s consent, Scanner Overseas of Puerto Rico, Inc. will ship a demonstration product at the customer’s expense. After (2) two weeks of use at the customer’s site, the customer agrees to request a return authorization from Scanner Overseas of Puerto Rico, Inc. in order for Scanner Overseas of Puerto Rico, Inc. to properly arrange for pick up and delivery of the product. Scanner Overseas of Puerto Rico, Inc. will authorize its return and Scanner Overseas of Puerto Rico, Inc. will pay return freight charges. If you do not return a demonstration product when it is supposed to be returned, the vendor may force us to keep it, which would result in an automatic sale to you. You may lose the opportunity to return it at all and the warranty terms on demonstration products may be different from those of regular new products. Under-shipment If you did not receive the entire order that we invoiced, we will investigate quickly and if necessary, credit the missing products and/or re-ship the missing products at our expense. Lost Shipment If you did not receive the shipment, we will investigate quickly and if necessary, re-ship the products ordered and recall the errant shipment. Over-shipments If you received more than you ordered, either return or keep the product at a discounted price. If you choose to return, follow the return procedure and we will authorize the return and pay for all associated costs. Incomplete Product If a product in your shipment is missing a part (cable/connector/manual), fill out the customer service form. We will investigate quickly, and make every effort to supply the missing component as soon as possible. Received Open Product Before you sign the receipt make sure you write a notice of damage on the delivery receipt. Otherwise, you are agreeing that the shipment was delivered in good working condition. In the case of a claim for concealed damage which is not discovered at the time of delivery, you must notify us as promptly as possible after the discovery of the damage, and in any event not later than five (5) days after the date of delivery.