Returns Policy
If you do need to return a defective item please email us at: returns@djvmerchandise.com and we will get back to you within 24-48 hours with instructions on how to return your order.
New Returns:
We will gladly accept any new returned item provided it is in sellable condition. New returns must be returned in their original box or packaging, and must not be shelf worn, deteriorated, torn or otherwise not saleable in its condition or appearance.
There will be no restocking fee if the return is within 90 days from date of purchase.
There will be a 15% restocking fee for returns after 90 days from date of purchase and within one year from date of purchase.
Items more than one year from date of purchase are not returnable.
Special orders are not returnable for credit.
Broken or Warranty Claim Returns:
WE will honor all broken or warranty claim products in accordance with the manufacturers warranties and policies.
WE will not be responsible for items returned as broken or warranty claim that are refused by the manufacturer due to abuse.
WE can only issue a credit for broken or warranty claim items if the manufacturer determines the item to be a valid claim.
Repair under Warranty Returns:
WE will assist our customers with their warranty repairs, provided that the item was purchased from DJV Merchandise by sending you to our choice of warranty/repair centers.
If the item is within warranty, as determined by the manufacturer, then the item will be repaired at no cost and will be returned to the customer at no cost.
If the manufacturer denies warranty repair and the customer wants the item returned, the customer will be responsible for the diagnostic/estimate fees from the repair center, as well as the cost of shipping the item from DJV Merchandise to the customer. Be advised that the item will likely be returned disassembled.
Out of Warranty but Repairable Returns:
WE will be happy to help our customers with their repairs by sending them to our choice of warranty/repairs centers. The item will be repaired without obtaining customer authorization provided that the repair charge is less than 50% of the price of new item and under $100.00. Repairs over 50% of the price of a new item or over $100 will require customer approval prior to repairs being performed.
If an estimate is denied by the customer and the customer wants the item returned, the customer will be responsible for all charges from the repair center (diagnostic/estimate fees, shipping, and other charges) as well as the cost of shipping from DJV Merchandise to the customer. Be advised that the item will likely be returned disassembled.
Returns Preparation Guidelines:
In order to better serve you and to facilitate speedy, accurate returns processing we ask that you prepare your returns by adhering to the following guidelines:
A Return Authorization number (RA) must accompany all returns. Please contact sales or a customer service representative for this number.
Prepare an itemized list of all items being returned (part number, quantity), and indicate the reason for return, i.e. new, broken/defective, etc. Please be sure to designate which items intended for Warranty Repair or Out of Warranty Repair.
Record the RA # provided uson the itemized list of all items being returned.
PLEASE SEPARATE NEW AND BROKEN/DEFECTIVE CLAIM ITEMS EITHER IN A SEPARATE BAG OR BOX.
Freight Claims:
Freight claims for lost or damaged freight must be filed with the carrier and clearly noted on Bills of Lading when receiving shipments. THIS IS NECESSARY FOR YOUR PROTECTION. Although the responsibility is with the carrier, please notify us immediately so that we may be of some assistance.
Undisclosed Shortages:
In cases where you have received the proper amount of cartons from the carrier but discover errors or shortages in unpacking, notify us immediately. Claims must be made within 5 days.
