Return and Repairs | Eikon
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Return and Repairs

Return policy

We only accept unopened and unused products within 30 days of the original invoice date. Once your Return Merchandise Authorization number (RMA#) is received we will issue a full refund to your original payment method.

IMPORTANT: You are responsible for return shipping costs unless the return is a result of an error on our part, in which case, we will cover the cost of shipping.

How to return a product:

Step 1 

Obtain a Return Merchandise Authorization number (RMA#), a packing slip and a return label online or by calling our Customer Service Team at 1.800.427.8198

IMPORTANT: We cannot accept packages that do not have the Eikon RMA Number on it.

Step 2

Print the packing slip and return label.

Step 3

Securely package your product with the packing slip inside and with the return label on the outside of the box.

IMPORTANT: Do NOT ship the package in the manufacturer's box, please package the product in a shipping box.

Step 4

Ship the package to Eikon via a method that can be tracked, to help mitigate any unforeseen shipping issues.

IMPORTANT: We are NOT responsible for lost packages. 

How do I return a damaged package or product?

If you refused the damaged package:

If you refused the package at the point of delivery, it will be returned to us with no hassle to you. ​We’ll send you a replacement order once the damaged item(s) have arrived back at our warehouse.

If you accepted the package upon delivery:

  • Check the contents for damaged items and contact our Customer Service team within two business days.
  • Take pictures of the damage - we’ll need them to work with the carrier
  • Tell us what got damaged and what needs to be replaced.
  • Please keep the damaged products until we have reviewed the items with you.

Once we’ve reviewed the items, we’ll replace any products that were received damaged. No problem.

How to get an RMA#

To obtain an RMA# online, please log in to your Eikon account and follow the Return steps below or call us at 1.800.427.8198 for assistance.

Step 1

Click on the account icon in the top right corner of your screen and select ORDERS.

Step 2

Click the Order# of the item you would like to return and then Click the Request Return button.

  • Please include as much detail as possible when explaining the reason for returning each item.
  • Please include images where possible to support the reason for your return.

Step 3

Click Submit to send the Return request to our Customer Service team. You will receive a request number via email upon submission.

IMPORTANT: this is NOT your RMA#

Step 4

Our Customer Service team will review your request and if they do not have any follow-up questions they will contact you by email within one to two business days with an RMA#, packing slip, and a return label.

IMPORTANT: Please do NOT ship your item to Eikon prior to receiving an RMA# approval. Please keep your RMA# as reference.

Refund policy

To qualify for a full refund, items must be returned unopened, unused and in the original packaging.

  • We will refund you the cost of the product ONLY.
  • Refunds do NOT include shipping charges or COD fees.
  • We DO NOT charge a restocking fee.

When sending the item to us, we recommend using a shipping method that provides tracking information while it is in transit. Please remember that all returns shipped to Eikon are your responsibility until we receive them.

Non-Eikon branded items returned after the 30 day limit that are covered by a manufacturer's warranty will need to be sent directly to the manufacturer. Our Customer Service team will work with you to contact the vendor.

Repairs process

Our in-house production team can troubleshoot and repair most Eikon branded products and we are an authorized warranty and repair shop for Panenka A3 and A4 thermal copiers.

If you have an item in need of repair, please complete the RMA steps above or call our Customer Service Team at 1.800.427.8198 for support.

Warranty repairs

Items requiring repair under the manufacturer's warranty can be sent to us using the same RMA steps shown above. It is your responsibility to ensure the item that is being returned is packaged securely to ensure it arrives at Eikon safely.

How long will my warranty repair take?

In-house repairs typically take one business day to diagnose and two business days to repair. Once the item is repaired it will be shipped back to you at no charge.

Non-warranty repairs

Items requiring repair that are no longer under the manufacturer's warranty can be sent to Eikon using the same RMA steps shown above. It is your responsibility to ensure the item that is being returned is packaged securely to ensure it arrives at Eikon safely.

How long will my non-warranty repair take?

After we receive the item, it typically takes one day to diagnose the issue and prepare a quote for the cost of the repair. All repairs and return shipping costs must be paid for prior to the repair work being started. All repairs are completed within two business days of receiving payment. Repaired items are shipped back to the customer upon completion of the repair.

Out of box failures

Equipment that fails within the first 30 days of being received will be replaced. Follow the RMA steps above and you will be provided with a prepaid return shipping label so you can ship the faulty product back to us at our expense.

IMPORTANT: Out of box failures must be reported within 30 days of purchase.