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.

Additionally, returns for dissatisfaction are covered under the 30-day refund policy, and unused rentals can also be canceled and refunded if they are not needed or used.

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.

Unexpected RMA emails may occur when a return process is initiated for items that were replaced. These emails typically include a return shipping label to facilitate the return process.

Customers returning products due to dissatisfaction are responsible for paying the return shipping fees.

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.

Additionally, repair/replacement emails may notify customers about the status of their devices, such as indicating that a replacement unit has been issued or that the device is in the repair queue.

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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.

If you receive an unexpected RMA-related email, verify its authenticity by contacting customer support and ensure it was intended for you.

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.

What should I do if I receive an unexpected RMA or repair-related email?

Unexpected emails related to RMAs (Return Merchandise Authorizations) or repair/replacement processes can sometimes cause confusion. This section explains the purpose of these emails and provides guidance on what steps to take next.

Overview of RMA and Repair/Replacement Emails

RMA Emails: These emails are sent when a return process is initiated, often for items that need to be sent back after being replaced. They typically include a return shipping label to facilitate the return process.
Repair/Replacement Emails: These are automated messages used to notify customers about the status of their devices. They may indicate that a replacement unit has been issued or that the device is in the repair queue.

Common Customer Concerns

Why did I receive an RMA email when I didn’t order anything else?
- The RMA email is likely related to a return process for items that were replaced. It is not indicative of a new order but rather a request to return the old items using the provided shipping label.
Why does the email say I received a replacement unit when my device is in for repair?
- The email is a generic notification used for both replacement and repair services. It does not necessarily mean a replacement unit has been sent. Instead, it indicates that your device is in the service queue and will be returned to you after the repair is completed.

Steps to Take Upon Receiving Such Emails

For RMA Emails:
- Locate the return shipping label included with the email.
- Package the item(s) to be returned securely.
- Use the shipping label to send the item(s) back as instructed.
For Repair/Replacement Emails:
- Confirm that your device is in the repair process.
- Monitor your email inbox (including spam/junk folders) for a shipping confirmation with tracking details once the repair is complete.

FAQs for Additional Clarifications

What if I didn’t initiate a return or repair?
- Contact customer support to verify the email and ensure it was intended for you.
What should I do if I lose the return shipping label?
- Reach out to customer support to request a new label.
How long does the repair process take?
- Repair times can vary. Check your email for updates or contact support for an estimated timeline.