Vulkano Product Return Policy
Monsoon offers a 30-day money-back guarantee for new Vulkano products and 14-day for Refurbished Vulkano as described herein. You may return merchandise purchased from Monsoon for any reason for a full refund within 30 or 14 days of receipt of your shipment. For details about how to return your Vulkano or other merchandise within 30 or 14 days, please call 1-650-292-3625. However, if you fail to return your Vulkano received as part of your Vulkano package within 15 days of your cancellation date, you will be charged the full retail value of the Vulkano Product, including applicable taxes.
Returned Vulkano's must include all original components, literature, warranties and packaging in the same saleable condition in which it was received. Refunds for returns will cover product amount and any sales taxes charged. Refunds will not be made for any shipping and handling charges. Returns not meeting these requirements may be subject to a restocking fee equaling 15% of the retail value of the Vulkano (not including taxes). Damaged merchandise, cosmetically or otherwise, is subject to an increased restocking fee on a case-by-case basis. If an order has shipped, it is the purchaser's responsibility to accept the shipment and return the order per our return policy. Orders that are refused at the designated shipping address may incur a 15% restocking fee.
Before a product can be returned, you must obtain a Return Merchandise Authorization (RMA). Please call our Customer Support Center at 1-650-292-3625 to obtain an RMA. Monsoon Multimedia Inc. will refuse any product received without an RMA. Product must be packaged appropriately and shipped using a trackable shipping method.
Monsoon Multimedia Inc. is not responsible for items lost, stolen or damaged in transit. Items that are sent in envelopes and unsuitable shipping containers will be refused and returned at your expense.
Where to Send the RMA
Please send your RMA to the following address:
Monsoon Multimedia, Inc.
1730 S. Amphlett Blvd. Ste. 101
San Mateo, CA 94402
Instructions for Returning RMAs:
- Clearly mark the RMA number on the outside of the shipping box. Products returned without any RMA number referenced on the outside of the shipping box will be refused by our receiving department.
- Include a copy of your proof of purchase, such as your sales invoice or sales order, with the returned Product.
- Include a written description of the reason for return for each returned Product.
- Be sure to pack the Product in an appropriate container so that it will not be damaged in transit. MONSOON MULTIMEDIA is not responsible if the returned Product is lost, stolen or damaged during shipping
- You must use a trackable shipping method (e.g., UPS, Federal Express)
Customs, Duties, and Taxes:
Orders that are shipped to countries outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information
Standard Limited Warranty Policy
What is Covered and For How Long?
MONSOON MULTIMEDIA, INC ., a Delaware corporation (MONSOON MULTIMEDIA), warrants to the original purchaser ("Purchaser") that the Vulkano PRODUCT ("Product") is free from defects in material and workmanship under normal use and service for the period of one (1) year commencing upon the date of purchase.
What is Not Covered?
This Limited Warranty is conditioned upon proper use of Product by Purchaser. This Limited Warranty does not cover: (a) defects or damage resulting from accident, misuse, abuse, neglect, unusual physical, electrical or electromechanical stress, or modification of any part of Product, including the antenna or cosmetic damage; (b) equipment that has the serial number removed or made illegible; (c) any plastic surfaces or other externally exposed parts that are scratched or damaged due to normal use or any other reason; (d) malfunctions resulting from the use of Product in conjunction with accessories, products, or ancillary/peripheral equipment not furnished or approved by MONSOON MULTIMEDIA; (e) defects or damage from improper testing, operation, maintenance, installation, or adjustment; or (f) installation, maintenance, and service of Product other than by an authorized Monsoon technician.
What are MONSOON MULTIMEDIA'S Obligations?
During the applicable warranty period, MONSOON MULTIMEDIA will, at its sole option, either (a) repair the Product at no charge to the Purchaser, or (b) replace the Product or any defective component part of Product, or (c) refund the purchase price of the Product.
MONSOON MULTIMEDIA may, at its sole option, use rebuilt, reconditioned, or new parts or components when repairing any Product or replace Product with a rebuilt, reconditioned or new Product. The repaired or replaced Product will be warranted for a period equal to the remainder of the original Standard Limited Warranty on the original Product or for 90 days, whichever is longer. All replaced parts, components, boards and equipment shall become the property of MONSOON MULTIMEDIA. If MONSOON MULTIMEDIA determines, in its sole and reasonable discretion, that any Product is not covered by this Limited Warranty, Purchaser must pay all parts, shipping, and labor charges for the repair or return of such Product.
What the Users Say
"I would like to thank you very much for the wonderful support provided to my myself here in USA and my brother in Brazil. Thanks to the amazing knowledge of your support team I am able to watch and control all my channels in Brazil as I dreamed. The professionalism of your technician was something that we cannot find anywhere. I can say now that I am 95% happy with my Vulkano and to reach the 100% I am just waiting for the release of the new software. Thank you again and I am very happy with my Vulkano."
"I bought Vulkano because it was the highest tech unit on the market."