Terms of Service
Satisfaction Guarantee:
All of our products are sold with an unconditional 30 day money back guarantee. You have 30 days from the day you receive your product to try it out and evaluate it. If you do not like it for any reason, you can return it for a full refund, no questions asked.
Please note that the 30 day return policy is firm, and we will not issue refunds after the 30 day period under any circumstances.
Returns:
If you are not satisfied with your purchase for any reason, you may return it within 30 days for a full refund. Please email us for an RMA number. Then send the returned product with your name, address, and the reason for returning inside the package. We do not provide return labels and we do not pay for the return postage. Send the package with delivery confirmation to:
QuWave LLC
Box 439
Ledgewood, NJ 07852
USA
818-478-9283
All items returned must be complete and not damaged in any way due to abuse, neglect, improper use or care, etc. You are responsible for sending the product(s) back to us. You must make your own label and pay the shipping costs to return the product. Once we receive the returned product(s) and inspect for damages, we will issue you a refund via the same method that you used to make the payment when you placed your order. If you made payment with a bank wire transfer, we will refund you by sending a company check – no exceptions.
Items that are returned in a damaged condition or with missing parts or accessories will not be fully refunded. You will receive a partial refund for such items.
Depending on your bank’s policies, it can take up to 5-15 business days to process your refund and have it appear on your credit card. If you do not see the refund on your credit card within 3-4 weeks after we receive your return, please contact us immediately so we can look into it. You must provide an email address so we can send a confirmation of the refund.
WE ARE NOT RESPONSIBLE FOR RESELLER RETURNS: We will refund your purchase only if it was sold by us directly. If you purchased the item from a reseller, you must contact the reseller and return the products to that vendor, who is responsible for any refund.
Shipping:
Order processing typically takes 1-3 business days from the time we receive your order until it is shipped. Please note that we do not do same-day shipping in most cases. However, if a customer has an immediate need and informs us of this, we will do our best to ship the order sooner. We do not offer express shipping.
Products are usually in stock, but if for some reason a product is out of stock, we will contact you via email or telephone, and then you will have the option of either cancelling your order or waiting until the product is in stock.
We ship via USPS Priority Air Mail, with a tracking number and signature confirmation. For your security, packages require a signature upon delivery.
Tracking information will be emailed to you automatically when the shipment is made. You can check tracking information while your shipment is in transit by logging into USPS.com and entering your tracking number. Please note that USPS tracking information is not real-time and is only updated a couple of times per day.
If you pay with PayPal, we are obligated to ship to your address on file with PayPal, no matter what you specify on the online order form. If you want to ship to a different address, you need to change your shipping address in your PayPal account No exceptions!
Please understand that once we ship a package, it is out of our hands and in the hands of the carrier. At that point there is nothing we can do about the package except to check the online tracking information provided by the carrier.
Shipping Charges:
We charge a flat shipping and handling fee per each order you place. This covers up to 5 items – larger packages may incur additional shipping charges. The shipping charges are as follows:
Anywhere within the US, including Hawaii and Alaska: $10 per shipment.
Canada: $19 per shipment
International: $39 per shipment
International Shipping:
International shipments require additional time to go through customs. Canada is considered an international destination. International shipping can take up to 15 business days (and longer during holidays). We find that USPS tracking information for international shipments is updated sporadically.
Be aware that in most countries you will be required to pay a customs duty tax and an additional VAT tax. This can range anywhere from 5% to 50% of the value of the package and on your country’s tax rates. If you are concerned about this, please contact your local post office to find out how much tax you will need to pay before you place an order with us.
Recipient is responsible for any and all duties or taxes incurred by customs agencies. We will not accept returns from customers for unexpected customs/import fess. All items entering a foreign country are subject to customs inspection and the assessment of duties and taxes in accordance with that country’s national laws. If duties and taxes are assessed on an item shipped, they are collected from the recipient, not the shipper. We are not responsible for customs import duties/fees incurred by the customer. We are also not able to provide an estimate of the cost of potential duties that may be assessed to a particular package.
International shipments are subject to possible opening of and inspection of goods by customs officials in the country of delivery. We are not responsible for orders that are held up, damaged by, or refused entrance by customs. There is a great variation in the time it takes to go through customs and your package can get delayed by anywhere from two days to three weeks, so please be patient and understand that once we ship a package, it is out of our hands and there is nothing we can do to speed up your shipment.
If you refuse to pick up your package at your post office or refuse to pay the customs/VAT taxes, the post office will return the package at their convenience using the slowest delivery method, and they might charge us an additional fee for sending the package back to us. In this case, we will only issue you a refund once we receive the returned package. We will then issue you a refund, but we will subtract our shipping fee and any returned shipping fees charged by the post office. It is in your best interest to not refuse delivery of an international shipment.
We are not responsible for re-shipping orders that are refused at customs. If customs refuses a package, sends it back to us, and we receive it, we can issue you a refund for the order. In the event the package is not returned to us by customs or is lost in transit from them to us, we cannot issue you a refund. We are not responsible for paying for the package to be returned to us or for reimbursing the customer for that cost.
If an international shipment is returned, we are not responsible for reimbursing the customer for any customs fees, duties, or taxes – we can only make a refund of the payment the customer has made to QuWave directly.
Payments:
Before we can ship your order, we need to receive your full payment for the products and shipping charges. You may enter your order online into our shopping cart (preferable), or you may place an order by mail, fax, or on the telephone (anytime 24/7), or via secure online chat.
We accept payments with any debit or credit card that has the Visa or Mastercard logo, Discover card, and via PayPal. Please note that we do not accept American Express cards or gift cards. When you check out in the shopping cart, you can choose either direct payment or payment via Paypal (note that you can still use Paypal for payment even if you do not have a Paypal account).
When you pay with a credit card, the shipping address must be same as your billing address (this is a fraud prevention measure). You must fill out the billing address exactly as it appears on your credit card statement (this is especially true for international purchases). Our system will reject any order where the order address does not match the credit card address. If your credit card was rejected during processing, and the address was correct, then it was rejected by your credit card company, and it is your responsibility to call them to find out why (or try a different card).
If you pay with PayPal, we are obligated to and will always ship to your PayPal address, no matter what address you specify on the online order. If you want to ship to a different address, you need to change your shipping address in your PayPal account, no exceptions.
Sometimes (especially with international payments), your bank will reject the transaction if the card has not been authorized for online purchases, or if the card has not been authorized for international purchases.
If your card gets rejected during checkout, it is not our fault. Any rejected transaction comes from your credit card company. If you try to make a purchase your credit card is rejected, you need to contact your credit card company to find out why the transaction was rejected, tell your bank to allow the transaction to take place, and confirm the proper address is on file with your credit card company.
You may also pay for your order by sending a money order (in US $), or a personal/business check (must be drawn on a US bank in US $). Please be aware that with checks there is a 5 day waiting period for the check to clear before we process your order and ship your package. For international orders, you can send a Bank Check or an International Money Order in US Dollars.
For international purchases, if you have not used your credit card to make international purchases before, sometimes your credit card will not be authorized because your bank will not allow an international transaction. There is nothing we can do on our side. In this case you need to call your bank and tell them to allow international payments.
For international shipments, if you do not want to use a credit card, you can pay with a bank wire transfer. Please note that you will have to pay a wire transfer fee to your bank to send the money, so paying with a credit card is always a better option. If you would like to pay with a wire transfer, please send in your order via email (including your address), and we will reply with a Proforma Invoice with all the required information. Note that if you make a payment via a wire transfer, and then return the products for a refund, the refund will be made with our company check, as we do not issue refunds via a wire transfer, no exceptions.
We do not accept CODs or Western Union payments.
Our right to not accept your order or cancel your purchase:
We reserve the right to refuse any order for whatever reason or for no reason. We also reserve the right to cancel any purchase (an order already accepted by us) for any reason without being liable for any damage or costs other than refunding your payment if it has already been accepted.
Discounts:
Occasionally, we offer discounts for some of our products. This is given in the form of a discount code which you enter into the shopping cart while ordering. These discount codes can only be used to purchase specific products. Discount codes applied to non-applicable items will not be discounted.
Damaged Products:
If you receive a damaged product, please contact us immediately for a replacement.
Warranty:
All of our products carry a full one (1) year warranty. The warranty period begins on the day you receive your product. This covers parts, labor, and the cost of shipping the product(s) back to you. If you receive a defective product please contact us immediately. You will need to return the defective product at your expense.
This warranty covers return shipping of the unit back to you if you are located within the USA. (International customers must pay an additional shipping charge so please contact us before returning the unit for service).
You are responsible for sending the product back to us at your own expense so we can service it.
We also offer an extended five year warranty for an additional fee (varies per product). You may purchase this extended warranty during the checkout process or within thirty days of your order.
The five year extended warranty is not added to the included one year warranty. When you purchase the extended warranty, the warranty period for your product(s) is lengthened from one year to a total of five years.