The customer is responsible for all ship-back expenses to GMB and should insure the shipment for its full replacement value. Once GMB has received any returned goods with the RGA Number clearly displayed on the box and ensures there has been no damage or tampering, we will issue the replacement or refund. If GMB discovers that a product has been returned for reasons that are untrue or accepted under false pretences, GMB will charge customer the full value of any replacement products sent and return the original non-defective product immediately to the customer.

Any products sold by GMB where the original product packaging has been opened and damaged (but the product uninstalled & undamaged) may be returned to GMB within 10 business days of purchase for a partial refund (20% restocking fee will apply) or replacement if the original product is non-defective. Please email GM Biometrics Ltd via the contacts page explaining your reasons for return/replacement, for a Return Goods Authorization (RGA) Number and returns address. This number needs to be clearly displayed on the shipping box or the package will be returned to you. If a customer informs GMB that the original packaging was undisturbed or undamaged to avoid the 20% restocking fee, and, upon examination GMB discovers that damage had occurred, GMB reserves the right to charge customer the 20% restocking fee.

Special Orders are sold on a NON-RETURN basis. Any non-defective Special Ordered products cannot be returned for any reason.

Any products sold by GMB that have been installed may not be returned for any reason unless the product is defective.

DEFECTIVE PRODUCT:
Defective product status will be determined by GMB and or the product manufacturer only. If you believe your installed product is defective in any way, please contact us via email explaining the problem and a member of GMB will try to solve the situation. In most cases this resolves the issue. The majority of faulty claim are due to a lack of customer familiarity with biometric technology, not the technology itself. It really is extremely reliable.

However should the problem not be resolved by email/phone, and the installed product is still in its Warranty Period, we will issue you an RGA Number to return the defective product for a replacement or repair. This number needs to be clearly displayed on the shipping box or the package will be returned to you. The customer is responsible for all ship-back expenses to GMB and should insure the shipment for its full replacement value. This will be refunded should the product deem to be faulty. Once GMB has received any Returned Goods with the RGA Number clearly displayed on the box and ensures there has been no damage or tampering, we will issue the replacement or repaired unit.

If a customer cannot wait for their product to be returned and a replacement product to be sent, we will gladly ship a replacement product sooner. However since it is our policy not to retain Customer Credit Card information, we require the customer to purchase a new product and a full refund will be given once the faulty item has been received and inspected.

If a defective product has been replaced by GMB, and the replacement product fails to perform satisfactorily, the customer may request a full refund for in house credit (NOT CASH REFUND) within 10 business days of installing the replacement product. Customer must still receive an RGA Number from GMB and must be clearly displayed on the shipping box. We will issue the refund for in house credit within 5 business days of receiving the product.

In the first 30 days, if a defective product claim is falsified by a customer and the product is indeed non-defective as determined by GMB, then the rules for non-defective products will apply. See above. If the product is over 30 days old, and the same scenario applies above - falsified claim, rejected warranty claim - customer will be charged full replacement value.

We will not accept any product return for any reason without a GMB-issued RGA Number. Any damage caused by users - intentional or accidental - voids the Warranty and any Customer Claim to replacement or refund without paying a full replacement charge. .