How Our Guarantee Works For You
TXcess Surplus Money-Back Guarantee and Refund Policy
TXcess Surplus offers a 100% money-back refund or an RMA replacement, without any restocking fee, to support customers who have received a defective or damaged product.
Customers must inform TXcess Surplus of any defects or shipping damage within 10 days from the invoice date so that we may investigate and resolve the situation accordingly.
All products may be returned within 30 days from the original invoice date for a refund. A Return Merchandise Authorization Number (RMA#) is required for all returns.
TXcess Surplus will confirm that the product has a valid RMA number, and upon verification of the product's serial number, the customer will be issued a refund.
Restocking Fees: Unless the product is defective, damaged, or a direct result of a TXcess Surplus error, we do not pay for return shipping. TXcess Surplus may charge a restocking fee for RMA Exchanges of up to 15% of the purchase price paid, plus any applicable sales tax.
How To Return A Product
Before returning a product, you must first contact TXcess Surplus Customer Service and obtain a Return Merchandise Authorization (RMA) number before the end of the applicable return period. TXcess Surplus will not accept returns without a RMA number.
Once issued, RMA numbers are valid for 15 days. TXcess Surplus must receive the returned products within this timeframe. RMA numbers will not be extended or reissued.
To obtain an Return Merchandise Authorization ("RMA") number... call our Customer Service Department at 1-512-671-6677, Monday - Friday, 9 AM - 5 PM (Central Standard Time).
We will not accept returns without prior authorization and an RMA number.
Note: You must ship the product to TXcess Surplus within 7 days of the date that TXcess Surplus issues the Return Merchandise Authorization as follows:
- Get a RMA number from TXcess Surplus Customer Service.
- Ship all of the products you want to return to TXcess Surplus, at your expense, unless the products were defective, damaged, or a direct result of a TXcess Surplus error. You should also insure the shipment or accept the risk of loss or damage for the return RMA shipment.
- Return the products in their original packaging, if possible, along with any media, documentation, and any other items that were included in your original shipment.
- Write your RMA number on the shipping label of the box containing your returned product.
TXcess Surplus Return Address:
Attn: RMA # (Put Your RMA Number Here)
598 Greenhill Drive, Suite A
Round Rock, Texas 78665
TXcess Surplus keeps serial numbers on all products and must validate the returning items serial number before we can issue any refund or send a replacement product.
Occasionally, a customer may inadvertently return an item that was not purchased at TXcess Surplus. In such a case, the item in question will be
returned to the customer with a request to send the correct item.
Upon receipt of your return and serial number validation, TXcess Surplus will issue a credit or a refund of the purchase price paid, less any applicable restocking fees subject to this policy.
TXcess Surplus Exchange Policy
We do not exchange RMA items for different items. That's why we suggest you confirm that the product you order is compatible with your system... before you place an order. We will only replace an RMA item with an identical item of the same make and model.
There is a restocking fee of up to 15% on all exchanges, unless it was a TXcess Surplus error. The reason we have to charge a restocking fee for exchanges,
is not to profit from them, but to recover part of our inital expenses... including handling, additional shipping charges, and payment processing fees.
If the return policy period for a refund has not yet expired, you can request an RMA Refund (subject to a restocking fee), then order a new item, and we'll refund your
original purchase after we receive the RMA returned product. If an exchanged item is returned within thirty days of invoice, you pay for the exchange item and shipping charges on a new invoice.
We will credit your account for your RMA returned item, minus the restocking fee, as soon as we receive the RMA item and validate the serial number. All monies will be refunded the same way you originally paid.
Note: Cross shipping of exchanged items is not available.
TXcess Surplus will pay the return shipping costs for defective merchandise shipped via UPS or United States Postal Service (USPS) for US customers only. We will send you a pre-paid return shipping label after you receive your RMA number.
TXcess Surplus does not pay return shipping costs for freight shipments. We also do not pay return shipping costs for any International orders (parcel or freight).
If your product is damaged during shipping, call TXcess Surplus Customer Service for complete details. We will arrange for a product pickup by the original carrier and will give you a 100% refund or replace your product if we have any more in stock.
If you have any questions about our money-back guarantee or product return procedure, please contact our Customer Service Department... before you buy. You can e-mail us or call our Customer Service Department at 512-671-6677, Monday - Friday, 9 AM - 5 PM (Central Standard Time).