QuWave Company Policies

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Satisfaction Guarantee:

All of our products are sold with an unconditional 30 day money back guarantee. When you receive your product, you have 30 days from the day you receive it, 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.

WE ARE NOT RESPONSIBLE FOR RESELLER GUARANTEES: We will only refund your purchase if it was made from us directly. If you purchased the item from a reseller, then you need to contact the reseller and return the products to him and make sure he gives you a refund.

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. If you received a free gift, it must also be returned. Please email us for an RMA number. Then please send the returned product with your name, address, and the reason for returning inside the package. Please be aware that we do not provide return labels and we do not pay for the return postage. Please send the package with delivery confirmation to:

QuWave LLC
Returns Dept. RMA#xxxx
PO Box 439
Ledgewood, NJ 07852
USA
818-478-9283

All items returned must be complete and not be damaged in any way from abuse, neglect, improper use or care, etc. If you return the product damaged and not in resellable condition, or without all accessories, we will charge you a restocking fee of a minimum 10% of the cost of the product. You are responsible for sending the product back to us, and you have to make your own label and pay the shipping costs to return the product. Once we receive the returned product, and inspect it for damages, we will issue you the refund via the same method* that you used to make the payment when you placed your order (*except if you made payment with a Bank Wire Transfer, Bitcoin, or Money Order, in which case we will make your refund by sending a company check in US$ - NO EXCEPTIONS).

If you purchased a bundled package, or if you purchased a custom mix of products with a shopping cart discount, you will need to return all the items you received in the discounted purchase in order to receive a refund. We do not allow keeping of partial products of a package and doing a partial return - NO EXCEPTIONS!!!. If you are interested in some of the products you received in a package, you will need to return the entire purchse and then re-order any products you wanted to keep.

Please note that depending on the banks, it takes up to 5-15 business days to process your refund and have it appear back 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 check on the transaction. You need to provide an email address so we can send a confirmation of the refund.

WE ARE NOT RESPONSIBLE FOR RESELLER RETURNS: We will only accept returns if the purchase was made from us directly. If you purchased the item from a reseller, then you need to contact your vendor and return the products to him and make sure he gives you a refund.

Shipping:

Order processing typically takes 1-3 business days after we receive your order until it is shipped. Please note that we are not set-up for same-day shipping, however, if a customer has an immediate need, please let us know and we will do our best to get the order shipped sooner. WE DO NOT OFFER SAME DAY OR 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 normally always ship via USPS. All packages are shipped via Priority Air Mail, with a tracking number and signature confirmation. Packages are sent requiring a signature upon delivery, this is for your safety so the package does not get lost. The 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 gets updated only a couple of times per day.

If you pay with PayPal, we are obligated to, and we will always ship to your PayPal address, no matter what you specify on the online order form. If you want to ship to a different address, then 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, and there is nothing we can do about the package except to check the online tracking information with the carrier.

Please note that if you are returning a product for any reason (such as for refund or repair), you will have to make your own shipping label and pay the shipping costs to return the product.

Shipping Charges:

We charge a flat shipping 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

Please note that if you are returning a product for any reason (such as for refund or repair), you will have to make your own return shipping label and pay the shipping costs to return the product.

International Shipping

Please be aware that international shipments take additional time to go through customs, and Canada is also 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.

Please 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 taxes 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 anyone can do to speed-up your shipment.

If you refuse to pickup 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 back 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. So PLEASE DO NOT REFUSE DELIVERY OF AN INTERNATIONAL SHIPMENT!!!!!.

We are not responsible for reshipping orders that are refused at customs. If customs refuses a package, sends it back to us, and we receive it back from them, 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 the secure online chat.

We accept payments with any Debit/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. You do not need a Paypal account to make a credit card payment through Paypal (note that you can still use the Paypal payment with any credit card 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 to prevent fraud). You need to fill out the billing address exactly as it is 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 your 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 you need to give them a call to find out why (or try a different card).

If you pay with PayPal, we are obligated to, and we will always ship to your PayPal address, no matter what you specify on the online order. If you want to ship to a different address, then 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 in the shopping cart, it is not our fault, the rejected transaction comes from your credit card company. So, if you try to make a purchase and pay with a credit card that gets rejected, YOU NEED TO CONTACT YOUR CREDIT CARD COMPANY to find out why the transaction was rejected, and tell your bank to allow the transaction to take place, and confirm the proper address 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 to make sure the check clears before we 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, you need to call your bank and tell them to allow international payments.

Please note that QuWave always processes payments and refunds in US $. The conversion rates vary daily with different banks, plus banks add a 5-10% international processing fee. Please contact your bank to get the exact conversion rate to estimate the exact amount you will be charged.

For international shipments, if you do not want to use a credit card, you can also 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 never do 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 then refunding your payment if it has already been accepted.

Discounts:

Occasionally, we offer discounts for some of our products. This is given as a discount code which you enter into the shopping cart. Please be aware that these discount codes can only be used on individual units, and not on the bundled packages. If you place an order for a bundled package and use a discount code, your order will be cancelled.

Damaged Products:

If you receive a damaged product, please contact us immediately for a replacement.

Warranty

All our products carry a full 1 year warranty. This covers parts and labor and the cost of shipping the products back to you. If you have a defective product please contact us immediately. You will need to return the defective product at your expense.

We also offer an after-warranty flat rate service.

This also covers return shipping of the unit back to you if you are located within the USA. (International customers must pay an additional shipping charge, please contact us before returning the unit for service.).

You are responsible for sending the product back to us at your expense so we can service it.

WE ARE NOT RESPONSIBLE FOR RESELLER WARRANTIES: We will only service your purchase if it was made from us directly. If you purchased the item from a reseller, then you need to contact your vendor and return the products to him for service.

Extended Warranty

The normal warranty on QuWave products is one year from the time you receive your product. The optional extended 5 year warranty, simply extends the normal one year warranty to five years. Warranty covers all parts and workmanship. We will either repair the defective product, or send a new refurbished product at their discretion.

Warranty does not cover problems due to user abuse, damage, water damage, or miss-handling of the products. Customer will have to ship the defective product back to the manufacturer at his own expense.

This extended warranty needs to be purchased at the same time you purchase the product. The cost of the Extended Warranty varies depending on the cost of products purchased. For pricing please see the online store.

Battery Replacement

Some of our products use an internal rechargeable battery (the Personal line of products). This battery is NOT user replaceable and is similar to a battery used in your cell phone. Just like your ipod or a cell phone, the battery will start being less efficient after about three years of operation at which time the unit will need to be recharged more often. So, instead of charging once per week, you might need to charge it twice a week.

We offer an after-warranty flat rate battery replacement service for $39 for personal models. This covers the installation of a new battery with a full one year warranty. This also covers return shipping of the unit back to you if you are located within the USA. (International customers must pay an additional shipping charge, please contact us before returning the unit for service.).

You are responsible for sending the product back to us at your expense so we can service it.

Submission of product ideas

QuWave does not solicit or accept any product ideas or intellectual property from customers, employees, other individuals, or companies. We ask that you do not send us any ideas or proposals. Under no circumstances will the company accept proposals, or offer any type of compensation or sign any confidentiality agreements whatsoever.

If someone submits any kind of proposals or ideas, it is with the understanding that it is being freely submitted into the public domain, and the company may do with it anything it wishes, including using it for any purpose, or posting it publically on the internet.

The bottom line is, PLEASE DO NOT SEND US ANYTHING !!!