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Customer Service
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Customer Service >
Credit & Returns
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How does credit work? How is it applied? Is there store Credit?
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The credit applied is always charged back to your credit card. We do not have store credit. We keep all accounts balanced. In the case of the initial order being paid by check or money order, we will issue a check for the refund amount. If we can help you in a timely manner, we will apply any due credit to another order. However, we were unaware of your intentions or the situation, there is nothing we can do if the credit has already been issued back.
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How long before the credit is processed and I see it?
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It takes us approximately two business days to process a credit back to your credit card and 2-3 business days for it to appear on your statement. After ChiefValue.com issues the credit, the rest of the process is out of our ability to speed up. At this point merchant services and your Bank determine how long before the credit posts in your account. This is normally 2-3 business days.
This is the exact process in reverse order as when any merchant charges your card. The customer will think there is an immediate withdrawal of the funds, but it is really only an authorized hold. Once merchant services and the merchants bank has processed the charge then the funds will appear in the merchants account. Again, the same time frame applies to the merchant.
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What about restocking fees? How much? When? Why?
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There is a restocking fee of 15% on all returns for refund, unless waived by our Customer Support Agent. ChiefValue is not responsible for manufacturer defects. We are not manufacturers. We are willing to replace a defective item. If a refund is requested instead of a replacement we will charge a 15% restocking fee. Why? Claiming "defective" is the easy way out of a restocking fee just because you don't want the item. If it's defective we will replace it (RMA type repair).
ChiefValue.com will not allow returns and then re-orders in attempts to make a profit on price fluctuations.
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Who pays for shipping on a defective item?
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ChiefValue is not responsible for manufacturer defects. We are not manufacturers. Since we are not the manufacturer we split the shipping cost with the customer. The customer pays for shipping to ChiefValue.com and ChiefValue.com pays for the shipping back to you.
Similar to a walk-in store, Wal-Mart will not send a driver or courier to your house to pick up a defective item you bought in their store. They will not reimburse you for your time and gas money spent to drive back to the store either. However, ChiefValue.com will use every good measure we have to ensure that you will be able to get the item replaced promptly with as little hassle as possible.
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Must I have a RMA# in order to return a product to ChiefValue.com?
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Yes. You must obtain a Return Merchandise Authorization ("RMA") number within our Return or Warranty policy period. ChiefValue.com will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 15 days within which ChiefValue.com must receive return products. RMA numbers will not be extended or reissued. Customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.
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Can I exchange my RMA item for a different item?
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No. We do not exchange RMA items for different items. We replace an item only with the exact same item type. If the warranty period for a refund has not been exceeded, an RMA request for refund can be placed online and then the new item can be purchased (also online) and the RMA item will be refunded when received. View this as an exchange
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RMA refund: You want to return the item for refund. You will be charged 15% restocking fee and shipping is not refundable. (within 30 days of original invoice date, except processors, which is only 7 days).
If RMA type Refund is not enabled to select then that invoice is beyond 30 days and a Refund cannot be selected.
RMA repair: You want to send an item back for replacement within 30 days of original invoice date (Items older than 90 days maybe replaced with repaired items.)
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Return Policy
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You must obtain a Return Merchandise Authorization ("RMA") number within the guarantee return period for the product. Please go to the Purchase Agreement page for more information on guaranteed return period and for the product return procedure.
Please read our policy, before filling out an online RMA request form:
• RMA Repair will be replacement for new, factory sealed item and shipping is not refundable.
• RMA can only be generated within 30 days of invoice date. Please contact the manufacturer to repair/exchange a defective item after 30 days.
• RMA Refund will be charged 15% restocking fee and shipping is not refundable.
• Retail Products
Retail merchandise is warranted by Chiefvalue.com for 30-days. Additional warranty coverage is offered exclusively by the individual product manufacturer. Chiefvalue.com will only warrant retail products beyond 30-days under precarious circumstances. If you encounter one of the following instances please contact us and we will honor the warranty advertised on our website at your time of purchase:
The manufacturer will not service end-users or does not have an RMA procedure.
The Manufacturer is overseas or does not have contact information.
• OEM Products
OEM merchandise is covered under our Standard Warranty (30-day refund, repair/replace) coverage unless otherwise indicated.
• RMA Refund and RMA Repair can not be combined into one RMA request. You must request and obtain two different RMA numbers.
• Physical damage and/or physical modifications will void the warranty and return policy for all products. This includes, but is not limited to, items that have been burnt, chipped, cracked, bent, or are missing items. Any declined returned items will be shipped back at the customer's expense.
• The following statements are exceptions to the above RMA policies:
1. Refurbished items can only generate an RMA repair/refund within 15 days of the invoice date.
2. Retail and OEM CPUs have a refund guarantee for 7 days replacement. All refurbished CPUs have a 7 day refund guarantee and 15 days replacement.
3. All softwares, opened DVD-R/RAM/RW media, opened ink and cartridges are not returnable.
4. All Monitors, Notebooks, PDAs, Printers, Scanners, GPS Devices, Home theatres and Digital Cameras are serviced by the manufacturers directly. Please contact the manufacturer for service.
5. Monitors are only replaced with 8 or more dead pixels. ChiefValue does not service or repair monitors.
6. Contact the manufacturer for repairs/service/replacements for Televisions, LCDs, LCDTVs, and Plasmas, 26" inches and larger.
7. RMA replacements are for the exact same item only.
• Please allow processing time of 2-3 business days, after we receive your RMA item. Replacement items will not be sent out until we receive your RMA item(s) and process the RMA. Refunds will not be credited until we receive your RMA item(s) and process the RMA.
• RMA number will be voided after 15 days. You have to send us your returning item within this period.
• All original equipment, components, manuals, cables, documents, packaging must be returned with your item in order for ChiefValue.com to process your RMA. Missing items will incur further charges or less of a refund. In most cases, items sent in for RMA repair will be replaced with another full item set with accessories. Please return all accessories.
• All returned items MUST have a RMA number. ALWAYS clearly mark the RMA number on the outside of your shipping box. If you send multiple RMAs in one box, mark each RMA inside individually and clearly mark ALL RMA numbers on the outside of the shipping box.
• CPUs can only be refunded within 7 days of the invoice date, and must be posted marked within 7 days, no exceptions.
• All softwares, opened DVD-R/RAM/RW media, opened ink and cartridges are not returnable.
• All Monitors, Notebooks, PDAs, Printers, Scanners, GPS Devices, Home theatres and Digital Cameras are serviced by the manufacturers directly. Please contact the manufacturer for service.
• Return shipping cost (The cost you pay to send an item back to ChiefValue.com ) is like or comparable your cost to drive to any store for returning an item, which is not reimbursable. Thus, ChiefValue.com does not reimburse any customer return shipping cost.
• For all other questions, please contact our customer service agent at 1-888-611-4165 (8:30AM-5:30PM PST) or by email at service@chiefvalue.com.
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