How do I return a product or specific components to Infotainment and process a refund?
Overview of the Return and RMA Process
Returning a product or component purchased from Infotainment involves sending the item to the specified return address, ensuring proper packaging and attachment of required details, understanding applicable fees, and processing timelines for refunds depending on your payment method. Returns for refund are only acceptable during the 30 days of receiving the package, as that is the refund warranty policy. Returns for exchanges are eligible for up to 90 days as per standard warranty, unless an extended warranty was added to the order.
If your return package was either damaged or not delivered back to Infotainment, the replacement process cannot begin. Verify the package's status with the shipping carrier and provide all relevant tracking details to Infotainment's support team, including evidence from the carrier for further assistance.
Customers must also contact customer support to obtain a Return Merchandise Authorization (RMA) number, from our Customer Support Manager which will be emailed upon approval. This number is essential for processing your return efficiently. Once the RMA is approved, the email may also include a prepaid return shipping label. Attach this label to your package for a smooth return process. Returns eligible for shipping labels must be due to technical issues with installation, or damaged or incorrect parts. If that criteria is not met, a return label will not be issued. Unfortunately we are unable to provide return shipping labels for international orders.
Prepaid labels for returns are primarily issued for repairs or specific types of exchanges. Customers sending items for repair purposes through the repair portal will receive shipping labels electronically via email after placing their repair request. Additionally, for exchanges, these labels are generated and sent along with the approved Return Merchandise Authorization (RMA) by a customer support representative.
Refunds for returned items are typically processed within 3-5 business days once received at the return facility. For order cancellations, refunds are generally processed and issued within 24 hours of order cancellation. However, depending on your bank or payment provider, the funds may take 24–72 hours to appear in your account. Navvy, the chatbot cannot issue RMA's to customers.
For warranty exchanges, once the returned item is received, Infotainment will create a replacement order based on the selected option specified during the RMA process.
Additionally, certain components may not require returns if they can be used in conjunction with other equipment, such as through a splitter or connector, for enhanced functionality. Consultation with customer support is recommended to explore such scenarios.
Steps to Return Your Product
1. Return Shipping Address
Send your return to the following address: If you have received a prepaid shipping label via email, ensure it is securely attached to your package before sending.
To retrieve a prepaid shipping label, check the email you provided during the repair or return process. Repair shipping labels will usually be sent automatically if eligible (Continental USA only). Return labels for refunds and exchanges will be sent by our support representatives. If you do not see it in your inbox, ensure to check your spam or junk folder before contacting support.
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2. Preparing Your Item
For general returns: Ensure the product is securely packaged to prevent damage during transit.
For component-specific returns under an RMA (e.g., a 12-inch display screen): - Detach the component from the vehicle. For the 12-inch display screen, detach it from the instrument panel. - The screen is secured with screws (typically, nine screws behind the screen). Safely remove and pack it before shipping.- If you receive a prepaid shipping label, attach it to the package after securely packing the item.
Refund and Restocking Fee Details
Warranty Window: Refunds are only applicable to orders that are within the 30 days refund period, which begins when the package has been delivered.
Restocking Fee: A 15% restocking fee applies unless there are proven technical issues with the returned product by service department when received.
Processing Refunds: - Debit Cards: Refunds are typically processed within 3-5 business days after the return is processed. - Credit Cards: Refunds will appear during your upcoming billing cycle, depending on your card provider.
Order Cancellations: Refunds are typically issued within 24 hours after cancellation and may take 24–72 hours to reflect in your bank account depending on the institution.- Missing Components: Refund deductions may also occur if required components or items are missing from the return package. Make sure all original components, manuals, and accessories are included when returning an item to avoid deduction fees.
The 15% restocking fee is specifically applicable when purchases are made without prior advice or approval from customer support.To address deductions, review the return policy provided at the time of purchase, confirm all components were returned, and contact support for clarity and assistance.
Refunds are issued only after the returned items have been received and inspected by our facility. This process typically takes 3-5 business days from the time your return is delivered to the facility.
After the returned package is delivered to Infotainment, the receiving team will check the package into the system. Once completed, the replacement or exchange process will proceed based on the selected method during return setup.
Understanding and Resolving Refund Deductions
Refund deductions occur due to factors like restocking fees or missing components. To resolve such deductions:
Review the return policy to understand the fees or conditions.
Confirm whether all required components were included in your return.
Reach out to customer support for clarification and resolution on the deductions.
Additional Notes
Ensure you comply with the specific return instructions mentioned in your RMA documentation.
For more details or updates on your return, contact Infotainment customer support.
When expecting a prepaid shipping label, regularly check your inbox as well as spam or junk folders to ensure you do not miss any correspondence.
Additionally, ensure to obtain an RMA number from customer support before initiating the return shipment.
To return a product while purchasing another, initiate a return for the incorrect item and receive a refund once it has been processed. During this period, you can independently order the desired product as a separate transaction through a representative.
Related Topics
Understanding restocking fees
Tracking refunds and payment processing timelines
Installing or detaching Ram truck retrofit components- Understanding and resolving refund deductions
How to retrieve a prepaid shipping label for repairs or exchanges via the portal or RMA documentation from support
How to Obtain an RMA Number for Returns
Configuring Hardware Components for Enhanced Functionality- Proper use of provided shipping labels for returns and repairs
Replacement timelines for items returned for exchanges