Returns and Refunds Policy for EmbroideryConnect (Commercial Edition)

Thank you for purchasing Wilcom’s EmbroideryConnect WiFi Device (Commercial Edition). We hope you are pleased with your purchase. However, if you need to return the device due to defects, the following policy outlines the procedures for requesting a replacement device.

A limited warranty is included within the EmbroideryConnect packaging. In the event of any conflict with the details found below, all warranty details stated on that printed document supersedes those stated below.

Wilcom does not warrant against normal wear and tear, nor damage caused by accident or abuse.
 

1. Faulty Device Returns Warranty Coverage

  • Period: The EmbroideryConnect device comes with a Limited Warranty covering defects in workmanship and materials for a period of two (2) years from the original purchase date.
  • Proof of Purchase: You must provide proof of purchase for warranty validation.
  • Change of mind: This warranty does not include ‘Change of mind’.

Process

  • Initiating a Request: To report a faulty device, please submit a ticket via our support center at Wilcom Support.
  • Assessment by Support: Our Support team will attempt to resolve any issues remotely. You may be required to provide limited remote access to your computer in order for our trained team to assist you.
  • If the Device is Deemed Faulty: Wilcom’s Operations Department will provide you with a pre-paid returns shipping label for returning BOTH the EmbroideryConnect device along with the included red Wilcom USB cable. (Please return in the original packaging along with the quick start guide if possible).
  • Return Materials Authorization (RMA): Wilcom's Operations Department will provide an RMA, which you must print and include with the returned device.
  • Replacement / Credit: Upon receipt of the faulty device and inspection in our warehouse, we will either ship out a replacement device or provide you with a credit to be used at wilcom.com. This will be communicated and agreed upon completion of the remote assessment with our support team.

    In the event that the returned device looks to have been tampered with or structurally damaged, it will first need to be sent to Wilcom International in Australia for a full assessment before a replacement is sent or a credit applied.

Returned Product Requirements

  • What to return? Both the EmbroideryConnect WiFi Device and supplied red Wilcom USB cable
  • Condition: Upon receipt of the EmbroideryConnect WiFi Device to the US warehouse, it will be assessed for external damage and reported back to Wilcom International. The return will then be forwarded to head office in Australia for a full analysis.
  • Packaging: It is the customer’s responsibility to package the items safely for return to the US warehouse.

2. Additional Legal Rights

For Australia

  • Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

For Other Countries

  • In the event of a conflict between our policy and national laws or commissions, the national laws will prevail.

3. Contact Information

For any questions or further information about our returns and refunds policy, please contact us via email at warranty@wilcom.com.
 

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