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Return Guidelines
All returns must have prior approval from our customer service department. To obtain an RMA number you may call our customer service department directly at 800-536-5222 or by using our Online RMA form. Please have the following information available:
  • Invoice / Order Number
  • Customer Account Number
  • Manufacturer Part Number
  • Serial Number
  • Reason for Return (Include any helpful information such as: error code message, symptoms, etc.)

Once approved, we will assign you an RMA number. This number is valid for 30 days, so please return the merchandise promptly. Please review the shipping guidelines before you return the merchandise.

Return Guidelines
Merchandise returns are typically an emotional situation. NewWave will make every reasonable effort to accommodate your return requests and attempt to “ease the pain”, however, as in any business certain guidelines must apply. End-of-life or non-standard merchandise are not eligible for product returns. Defective products returned incomplete or not returned in the original packaging will be assessed a charge for missing items. Be sure to include all accessories, cables, software and manuals. Items quoted as non-cancelable, non-returnable are only eligible for return if the product is defective.

Returns within 30 days:
Merchandise, which has been returned, unopened and “as new” in its original packaging within 30 days from the initial invoice date will receive 100% account credit minus shipping charges. Once product is returned to NewWave and it has been determined the outer seal has been broken; you will be subject to our opened equipment policy.

Returns 31 days and beyond:
Equipment returned beyond 30 days and within 60 days from the initial invoice date, which has been unopened and “as new” in its original packaging will be subject to a 5% restocking fee. Return requests of new and unused merchandise beyond 60 days from the invoice date will be reviewed on an individual basis with effort being made to accommodate your request. NewWave shall retain sole discretion in approving a return authorization. If approved, an appropriate restocking fee will be determined, based upon, but not limited to, the manufacturer policies, warranty guidelines and prevailing manufacturers pricing policies.

Opened Merchandise:
Once merchandise has been opened it is considered "used equipment" and therefore cannot be resold by NewWave as new. Complicating this issue, each circumstance is unique and therefore must be reviewed on an individual basis. If NewWave approves the return request, a re-stocking fee will be based upon the financial burden NewWave incurs in repositioning the inventory. Costs incurred are warranty restrictions, manufacturers repackaging, testing, certification fees and all other financial costs related to inventory write-down. ("new to used" or "new to refurbished")

DOA / Defective Returns
Defective returns are Products purchased from NewWave that are inoperable or do not function in accordance with the specifications published by the manufacturer and are covered by the manufacturers published warranty. Products that are inoperable upon initial use are usually eligible for return within 30 days from receipt date. We will make every reasonable effort to exchange, repair or credit defective products. When contacting us to return a DOA product, please provide us with contact information of the person you spoke with at the manufacture who determined the product is DOA. There may be isolated situations where certain manufactures limit the return time frame after purchase or would prefer to handle the DOA directly with you. Defective products returned incomplete or not returned in the original packaging will be assessed a charge for missing items. Be sure to include all accessories, cables, software and manuals.

Shipping Guidelines
  • Use the original manufacturers’ boxes and packaging
  • Put RMA number on the shipping label
  • Do not write address or RMA number on the box- use the label
  • Be sure to include all accessories, cables, software and manuals
  • Remember- RMA numbers are only valid for 30 days
  • Returned merchandise is the responsibility of the customer- Please ship insured
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