RMA Policy

Please submit RMA request to BlueStar Customer Service

September 2022

BlueStar Return Policy

Bluestar strives to provide our customers with excellent RMA service. This document provides a comprehensive description of the merchandise return policy. Please contact your Sales Account manager or BlueStar Europe Distribution BV if you have any additional requests or questions.

SUBJECT: Return Request Policy / Authorization.

The Bluestar return policy allows all customers to request an RMA number for equipment return within 30 days of shipment from BlueStar Office.

Once the RMA return has been authorized (RMA number issued), the goods must be received by BlueStar within 30 days of the RMA issue date for all customers.

Note: A restocking fee of 15% (with a minimum of €20,-) may be applied. The restocking fee applies when a customer decides to return a product because they made an error in ordering or do not want the merchandise.

PRODUCTS BLUESTAR WILL NOT ACCEPT FOR RETURN:

• Products that have been used.
• Products sold for Test or Demo purposes.
• Spare parts, consumables, and thermal print head products.
• Software licenses or service contracts.
• Products defined by BlueStar and/or manufacturer as Non-Cancellable / Non-Returnable.
• Original Box or packaging is missing, damaged, or original box is defaced with writing or markings
• Product incomplete (missing accessories, manuals, other components)
• Products not purchased from BlueStar.
• Products purchased over 30 days.
• Products without authorized RMA.
• RMA’s issued over 30 days.
• Special Orders, custom configurations, discontinued, obsolete or personalized products.
• Serial numbers don’t match the referenced invoice . Custom media of any type.  
• Devices with pre-installed Software Licenses that has been activated and/or configured. Product shipped with other than factory default settings (includes configuration changes per reseller request).

REQUEST OF RMA:

• Request an RMA number referencing the original purchase information (Refer to Request for RMA).
• After receiving the approval by order confirmation please prepare the shipment for BlueStar.
• Please package RMA in an outer or shell box. Please do not write RMA Number on original packaging.
• Include the RMA number on the packing or address slip. Enclose a copy of the Return Merchandise Authorization (RMA) Notification on the outside box and include the Commercial Invoice if/from non-EU country.
• Multiple RMAs can be returned in the same box. Please enclose a copy of each Return Merchandise Authorization (RMA) Notification or International Return Customs Commercial Invoice with the merchandise as applicable.
• Only items with a valid RMA number should be returned. Any product returned outside of the authorized time frame or without proper documentation will be refused.
• Buyer is responsible for covering all costs of shipping the goods to Bluestar.

CUSTOMER RESPONSIBILITIES:

• Allow BlueStar (if needed) to evaluate and discuss the request internally for 24 hours. Allow BlueStar to analyze the products before the official approval with Return Merchandise Authorization (RMA) confirmation.
• Allow Bluestar (if needed) to evaluate and discuss the issue with the vendor for 48 hours.
• Ensure the products (item-number) are described correctly on the RMA application form.
• Ensure the products on the RMA application form are in original manufacturer’s packaging
• If any product is damaged, missing accessories or has packaging issues, ensure this is clearly mentioned in the RMA Application Form.

FREIGHT CHARGES FOR CUSTOMER RETURNS

The customer pays freight back in all situations except for BlueStar error, product out of box failure, and any items covered under warranty. BlueStar reserves the right to determine the appropriate shipping method for the replacement goods.