RMA Policy

RMA requests will be accepted for products that meet the following conditions. Failure to meet the criteria listed in the corresponding policy may result in denial of return, additional fees, and/or delayed processing time.

RMA requests will only be honored for products purchased from store.level1techs.com or radiologykvm.com. Customer must have a valid invoice and a valid order # associated with them.

1.1) DOA (Damaged or Dead on Arrival)

If your product does not function on arrival or has suffered cosmetic damage during transport, please fill out a ticket in our system.

https://wkf.ms/3IaBv1O

A DOA claim requires all requested information in order to be considered for an RMA. DOA claims must be made within 7 days of the product’s delivery to the provided shipping address, as shown via the carrier’s tracking.  

With the information provided, L1 Techs will determine your eligibility for an RMA. L1 Techs will provide instructions to return the products if an RMA is approved. Approved RMAs must be received within 30 days of the RMA date. After the condition is validated, the customer will be eligible for the following based on the condition of the product purchased.

1.1.a) New Products, B-Stock (Open-Box, Factory Repaired)

DOA claims may be resolved by issuing a replacement product (facilitated by L1Techs) that adequately matches or exceeds the DOA product’s capabilities. Alternatively, the customer may request the issuance of store credit or a refund to the original payment method equal to the purchase price plus the original shipping expense.

1.1.b) Used, Discontinued, Patreon Exclusive Deals

DOA claims may be resolved by issuance of store credit or a refund to the original payment method equal to the purchase price plus the original shipping expense.

If you are unsatisfied with your product for any reason, you may initiate an RMA within 30 calendar days of product delivery. Please submit a ticket in our system:

https://wkf.ms/3IaBv1O

A 30-Day Satisfaction claim requires all requested information in order to be considered.

The 30 calendar day policy period initiates with the product’s delivery to the provided shipping address, as shown via the carrier’s tracking.

Product Eligibility:

With the information provided, L1 Techs will determine your eligibility for an RMA. RMA’d items must be in like-new, fully functional condition and in the original undamaged packaging to be eligible for a full merchandise refund. Items returned in any condition other than like-new, missing parts (including cables, power blocks, manuals, etc), or not in the original packaging (including internal padding, bags, etc), may be subjected to a restocking fee. Restocking fees will be determined on a case-by-case basis depending on the amount of damage and missing packaging components.

L1 Techs will provide instructions to return the products if an RMA is approved. Approved RMAs must be received within 30 days of the RMA issuance date. After the return product is validated, the customer will be eligible for the following, based on the condition of the product purchased:

1.2.a) New Products, B-Stock (Open-Box, Factory Repaired)

30-Day Satisfaction claims may be resolved by the issuance of store credit or a refund to the original payment method equal to the purchase price plus original shipping expense.

1.2.b) Used, Discontinued, Patreon Exclusive Deals

The 30-Day satisfaction does not apply to these products, and RMAs will not be issued for products in these conditions.

If your eligible product ceases normal operation within 31 to 365 calendar days of product delivery, you may request an RMA by submitting a ticket in our system:

https://wkf.ms/3IaBv1O

An RMA claim requires all requested information in order to be considered.

The 31 to 365 calendar day policy period initiates with the product’s delivery to the provided shipping address, as shown via the carrier’s tracking.

This policy covers defects in workmanship and materials in products subjected to normal use. 

L1 Techs will provide instructions to return the product if an RMA is approved. Approved RMAs must be received within 30 days of the RMA issuance date. After the return product is validated, the customer will be eligible for the following based on the condition of the product purchased:

1.3.a) New Products, B-Stock, and Open-Box

L1 Techs will determine whether to resolve the claim with repair or replacement of the product.  Claim resolution will be facilitated by L1Techs. 

1.3.b) Used, Discontinued, Patreon Exclusive Deals

These products are not eligible for a 1-year warranty, and RMAs will not be issued for products in these conditions.

SSP shipping costs will not be provided by L1Techs, and a percentage processing fee will be applied depending on the age of the product.

1.4.a) SSP Processing Fees:

● 1-2 Years - 15%

● 2-3 Years - 20%

Year 3-5, You may choose between receiving store credit toward a new purchase OR the corresponding repair fee below:

● 3-4 Years - 30%

● 4-5 Years - 40%

Services for the eligible products in your claim’s order# include:

1.4.b) New, B-Stock, and Open-Box (Current Model)

Products that were purchased as new or b-stock, and are still our current model as of the initial purchase, will be replaced or repaired at L1Tech’s discretion, depending on the issue.

1.4.c) New, B-Stock, and Open-Box (Discontinued during 5-Year Period)

Products that were purchased as new or b-stock, and have been discontinued since the initial purchase, the most upgraded configuration of the product will be sent as a replacement product. Repair is not an option.

To initiate a return or exchange, please follow the steps below: 

• Please submit a ticket to us via our form: https://wkf.ms/3EfVJWb

• Provide the following information:

• Original order#

• Product model and serial#

• Reason for return or exchange

• Photographs or video proof of the product failure, and/or failure to meet expectations.

• Await email notice of RMA acceptance or denial, RMA number, and return instructions while troubleshooting with any technical support representative.

Important: Do not return any merchandise without obtaining an RMA number. Unauthorized returns may be refused or returned to sender.

1.6.a) Shipping Instructions

• L1T will provide a shipping label for continental US customers ONLY unless stated in the corresponding policy.

• All items must be securely packaged to prevent damage during transit.

• The provided RMA number must be clearly written on the outside of the shipping box.

• Returns must be sent to the address provided.

• Certain orders and policies may be eligible for a shipping label provided by L1Techs.

• We recommend using a trackable and insured shipping method for any packages for which we have not supplied a shipping label.

The L1 Store and Radiology KVMs are not responsible for lost or damaged packages in transit.

1.6.b) Inspection and Product Processing

Upon receipt of the returned item(s), we will inspect and verify the condition and reported issues. Once your return is received and inspected, we will send an email to notify you that we have received your item. We will also notify you of the approval or rejection of your refund at this time.

A repair or depreciation fee will be imposed on any refundable amount if the no-questions-asked return policy window has elapsed and there is any notable or irreversible damage to the product. The amount withheld will be at our discretion, depending on the severity of the damage and how long the return window has elapsed.

If you are approved, then we will issue a refund of the value of the unit back to you. Confirmation of this will be sent via email; return payment processing may take 3-5 business days.

The following items and circumstances are not covered under any L1Techs RMA policy:

• Products damaged due to accident, misuse, or neglect.

• Products returned without an RMA number.

• Products with missing serial numbers or altered product labels.

• Products that have signs of internal tampering or a warranty sticker displacement.

To the maximum extent permitted by law, L1Techs shall not be liable for any incidental, indirect, or consequential damages arising from the use or inability to use the product.