Returns

EKWB Returns policy

EKWB products that are purchased directly from EKWB shop may be returned by Customer in accordance with EKWB "Return Policy":

  1. Products returned for credit due to customer remorse or incorrect purchase decision must be received within 30 days of invoice date in unaltered and undamaged state. Only packaging can be opened, product must not have any traces of use. Customer will be charged  up to 15% restocking fee if processing costs occur during  reprocessing at EKWB.
  2. EKWB will not demand a restocking fee for returned products that are defective. A qualified EKWB technician will test each returned product for defects and issue appropriate action as agreed with customer via RMA process.
  3. Warranty is void if a product has been tampered with in a way in which it was not designed for or described in user manual. Misuse, modification, handling damage (i.e. dropping) will void warranty. Returned items must be in »like new« condition. Returns will not be accepted without an authorized RMA number, which is valid for 14 days after being issued.
  4. When the RMA request is opened, it is mandatory for a customer, to send good quality photos or video, where the damage or faulty function is clearly visible/audiable.

EK Cooling Solutions, LLC. ("Company") warrants to the original purchaser that the new desktop computer systems sold by Company ("Product") shall be free of any defect in material or workmanship for a period of two years for labor and one year for parts from the date of the original invoice from Company. Company shall have the sole discretion in determining whether Product is covered under the warranty for labor and/or warranty for parts. Should the Product(s) supplied by Company prove defective by reason of improper workmanship or material as reasonably determined by Company, Company agrees, at its option, to either repair or replace the Product free of charge, excluding any shipping or handling charges. Parts may not be the same but will be equivalent parts. Company reserves the right to change this limited warranty without any further notice.

Company shall not be responsible for any software or data installed on the Product originally supplied by Company. This warranty does not cover software, external devices, accessories or other parts added to a Company system after the system is shipped from Company, or accessories or parts that are not installed in the Company factory. Any part that is repaired or replaced under this warranty will, itself, be warranted only for the remainder of the warranty period of the original product being repaired or replaced.

Disclaimer of Warranties - Except as set forth herein,

Company disclaims all warranties including implied warranties to the extent permitted by law (to the extent they may not be disclaimed, Company limits the duration of such implied warranties to the duration of this Limited Warranty); Company disclaims any and all warranties and representations other than those explicitly specified in this contract; any warranties, if separately provided in writing, are extended only to the Buyer whose name is shown on this invoice/contract. Warranties do not cover product damaged by external causes, including accident, abuse, misuse, improper installation, problems with electrical power, acts of third parties, Products that are altered or repaired by anyone not authorized by Company, usage not in accordance with instructions accompanying the Product(s), or failure to perform required preventive maintenance, including but not limited to backups, problems caused by use of software, parts and components not supplied by Company, weather conditions, lightning, fire, water, or any acts of nature or God; Company shall not be obligated to provide any warranty service or obligations unless customer has paid its invoices in full under this or any other Company invoice.

This Limited Warranty contains the sole express warranty made by the Company in connection with the product. BY PURCHASING OR ACCEPTING THE PRODUCT, THE BUYER ACKNOWLEDGES THAT THE LIMITATION OF LIABILITY IS PART OF THE TERMS OF SALE, CONSTITUTES A BINDING AGREEMENT, AND MAY BE ENFORCED AGAINST YOU BY COMPANY. Any warranties, if separately provided in writing, are extended only to the Buyer whose name is shown on Company's invoice and/or contract. All products are covered by manufacturer's warranty, if applicable, and Company shall not be responsible for any such warranty services or claims, except as set forth herein. Company shall not be obligated to provide any warranty service or obligations unless Buyer has paid its purchases in full under this or any other Company invoice. Under no circumstances shall Company be liable for any loss, cost, expense, inconvenience or damage exceeding the purchase price of the computer.

To Request Warranty - You must call within the applicable warranty period. Call Company at (210) 447 7159. Have your order number and serial number available. Our technical support staff will assist you in diagnosing the problem over the phone. If the problem will not be possible to resolve over the phone, we will decide on the best course of action for your best satisfaction. When your warranty will be approved and verified, Company will issue a RMA number (Return Merchandise Authorization), which is valid for twenty-one (21) days.

 Please note:

  • Any Product returned to Company that does not have a valid RMA number visible on the outside of the package will be refused.
  • Product that is not found to be defective will be returned to the sender with COD shipping, freight charges collect on delivery.
  • Please ship the product back with shipping charges prepaid, and we highly recommend that you insure the shipment or accept the risk of loss or damage during shipment. Company will ship the repaired or replacement products to you freight free of charge the address in the U.S. Shipments to other locations outside U.S. are currently not possible.

 

Procedures for obtaining Warranty Service including Returns & Refunds

No returns will be accepted without first securing an RMA number (Return Merchandise Authorization number) provided by Company. To receive return or exchange buyer must submit evidence of:

  1. purchase date,
  2. Company invoice number,
  3. description of goods including serial and model numbers,
  4. the reason for return, exchange, or refund, and
  5. RMA number.

Company may at its own discretion accept or deny Buyer's claim for return, exchange, or damages. If accepted and if the goods have not been used and are in a resalable condition, Company shall provide a refund within 30 days on a new desktop computers; returns after the 31st day will be subject to a fifteen percent (15%) restocking fee. No refund, credit, or exchange is allowed after 45 days from the date of the invoice on all desktop computer systems, and part purchases. Opened software, any vouchers, custom modified products or parts are not eligible for a refund and may not be returned. (Any software that contains a printed software license may not be returned if the seal or sticker on the software media packaging is broken, downloaded, and/or activated.)

All products returned must include all original packaging, materials, manuals, and copy of an invoice. All products returned must be securely packed and delivered to Company in an undamaged condition. All shipping and handling charges are not subject to refund. The company may reject or refuse returned merchandise if conditions set forth herein are not followed.

Shipping The Product - Ship the Product(s) back to Company in their original or equivalent packaging. Clearly, mark the RMA number on the outside of the carton. All returns for exchange or refund must be complete with all components, manuals, cables, warranty cards, and static bags, just as originally packed. If the Company received the product differently, you will be charged for the missing parts. PLEASE NOTE: You are responsible for your data and software. The company will not, and is not required advise or remind you of any backup or other procedures. The company is not responsible for any lost data or software in your Product.

Shipping Charges for Returns


EKWB provides shipping to the sender only. Unless otherwise noted, shipping on products and returns is nonrefundable, and returning a product comes at the expense of the customer.

Damaged Items during delivery: All shipping packages are fully insured. If you receive a damaged package, you must notify us immediately by e-mail. Sending back damaged merchandise voids the shipping insurance and no credit will be given. Damaged packages must be held for seven days with original packaging for courier’s company inspection. Once resolved we will send you new products at courier expense. 

Customers will be responsible for return shipping charges on merchandise. The customer is responsible for shipping the product back. This is analogous to paying for gas to drive a product back to a store you bought from to return it. Please ship using a carrier that provides a tracking number and proof of delivery. We recommend GLS, DHL, TNT, UPS or FedEx. EKWB will not be responsible for items lost by the carrier. Valid proof of delivery must include the receipt signature of an authorized EKWB employee. 

EK Colling Solutions LLC. advises that you ship the computer back in the original box and packing materials. If you don’t have them available any more, please call your courier for specifications how to ship a package through their service. Please ship the products back via couriers such as UPS, FedEx or any other shipping company that uses tracking technology.

Shipping via U.S. Postal service has no way of tracking of the package in the event that package never arrives at the Company.

YOUR RMA NUMBER MUST BE CLEARLY MARKED ON THE OUTSIDE OF THE BOX OR PACKAGE. TAPE A NOTE TO THE SIDE OF YOUR COMPUTER, INSIDE THE BOX OR PACKAGE. THIS NOTE SHOULD INCLUDED YOUR: FULL NAME, ADDRESS, RMA NUMBER, PHONENUMBER AND RMA REASON(S) DESCRIPTION.

Shipping back full systems, the box should be able to handle a weight of 40~50 lbs.

There should be a minimum of 3” of space on ALL sides of the computer.

The 3” space shall be fitted with BLOCK FOAM material. Make sure the material will absorb an impact if dropped.

We do not recommend foam popcorn/peanuts, newspaper, pieces of cardboard, blankets etc. These materials tend to shift in the box and allow the computer to move and make contact with the sides of the box.

Use heavy-duty packing tape to seal the package. Using other tapes, such as masking tape - the driver will not accept the package.

When you ship your EK Fluid Gaming product in for repair or credit, Company is not liable or responsible for freight damage. It is recommended that you insure the package in the event that your product is received freight damaged, you may be able to file a claim with your shipper.

If your computer is damaged due to improper shipping, you must instruct Company to repair or return your computer within 30 days. Computer left beyond 30 days will be subject to a storage fee of $10 per day. However, in no event will storage of your computer exceed 12 months. Any item left beyond 12 months shall be discarded at Companies’ sole discretion.

Any package received damaged will be kept in the receiving department and the Technical Support and Customer Service Supervisors will be contacted in order to contact you regarding the damage. You will then be advised to file a claim with the shipping company.

ALL DAMAGE WILL DELAY THE RETURN OF YOUR COMPUTER

For any questions regarding this limited warranty, please e-mail to us at: [email protected]