We want you to be completely satisfied with your purchase. If you find that you need to return an item, please review the complete details of our return policy below to determine if any special return conditions apply.
Computers, monitors, printers, projectors, camcorders, cameras, and other electronic devices may be returned within 14 days from the original purchase or invoice date and may be subject to a 15% restocking fee. Retail packaged items that have been opened may not be returned unless defective. All returns must be processed through an On The Go PC, LLC representative and issued a Returns Materials Authorization (RMA) number. Please note only product returned with a RMA number will be accepted back by On The Go PC, LLC. If the Customer ships product(s) to us without a RMA number, it will be returned to the Customer at the Customer's expense. To obtain a RMA number, call or email our Customer Service Department. Once you receive a RMA number, it is valid for 14 days from date of issue. The RMA number will permanently expire after 14 days of issuance. Therefore, On The Go PC, LLC must receive all return product(s) within 14 days of issuance of the RMA number. Labor, installation services, and shipping charges are non-refundable. Authorized Returned goods must be in the original packing materials and boxes, along with all manuals, UPC code, cables, cords, diskettes and other accessories originally shipped with the product(s). Failure to do so may result in the refusal of the product(s). Refunds will be made in the form of original payment.
If the product(s) purchased from On The Go PC, LLC does not function to manufacturer specifications or a defect exists, On The Go PC, LLC must be notified within 14 days from the invoice date. On The Go PC, LLC or responsible product manufacturer shall respond by repairing or replace the defective hardware. Customer's sole and exclusive remedy hereunder shall be limited to repair or replacement. All Dead on Arrival (DOA) or defective product must be accompanied by a Manufacturer Case Number. Product(s) found not to be Dead on Arrival (DOA) or defective will be subject to return at the Customer’s expense. Customer is responsible for insuring all product(s) returned pursuant to this paragraph. On The Go PC, LLC is not responsible for any lost incurred to any product(s) in return transit to On The Go PC, LLC.
Any product(s) that is returned for any other reason than it being Dead on Arrival (DOA) will result in a 15% Re-Stocking Fee, valued as 15% of the full amount of the original invoice. Customer is responsible for all return shipping costs pursuant to this paragraph, including insurance. On The Go PC, LLC is not responsible for any loss incurred for any product(s) in return transit to On The Go PC, LLC.
If a credit is being issued, Credit will be issued within seven (7) working days after On The Go PC, LLC receives the product(s) and verifies that it meets return specifications. Because credit card refunds can take 5-10 days or more to process by credit card companies, the Customer will receive the credit more than seven (7) working days after the product(s) is received by On The Go PC, LLC.
All returns must be received by On The Go PC, LLC before a replacement will be sent out. No cross-shipping is allowed.
On The Go PC, LLC will not accept RMA return shipment on Freight Collect or C.O.D. basis. Opened software is not returnable and/or refundable.
If the product you purchased from On The Go PC, LLC does not function according to the manufacturer’s specifications upon delivery, you may receive a prompt replacement subject to the conditions below:
- Authorized returns of notebooks and peripherals must be shipped or delivered by On The Go PC, LLC within 14 days of purchase.
- Used, Refurbished and special order items are returnable only for exchange, replacement or upgrade. Shipping and Insurance charges are not refundable.
- Defective items are returnable for same or alternate model replacement.
In order to receive full credit, your purchase must be returned with shipping pre-paid. All items must be in original condition, in original packaging and with all warranty cards, manuals and accessories. Any discrepancies could result in a delay or partial forfeiture of your credit. RMAs are valid for 14 days from the date of issuance. The RMA number must appear on your return packaging label or clearly on outside of box. Returns will not be accepted without an RMA. All RMA replacement products will ship to customer via Economy Service.
Warranty Terms and Conditions for New Products
The product manufacturer is responsible for all warranty repairs on products covered under the Manufacturer’s warranty. The manufacturer’s warranty period commences on the date of initial purchase as stated on the Invoice. Contact the manufacturer directly for information regarding eligibility and specific Terms and Conditions.
Warranty Terms and Conditions for Pre-owned, Recertified, Refurbished, Used Products
The 30, 60, 90 Day, 6 month refurbished and pre-owned warranty commences on the date of initial purchase as stated on the Invoice. Warranty coverage is extended to the original buyer only. On-site service is not included on the refurbished and pre-owned warranty. Response times are based on commercially reasonable best efforts and may vary, all serviced product is returned to the customer as quickly as possible. On The Go PC, LLC will cover the cost to repair or replace all necessary components (applies to non-manufacturer warranty items only) during the indicated period, and the shipping costs during repair are the customers sole responsibility. Any parts exchanged, or systems replaced under this Limited Warranty become the property of On The Go PC, LLC. This Limited Warranty does not include any software that was preinstalled or bundled with systems, or to any expendable parts used on or with the system. Expendable parts are defined as parts that during normal product usage will require periodic replacement.
Pre-owned, Recertified, Refurbished, Used Products Warranty Limitation/Exclusions
Batteries on Refurbished and Used systems are not covered under our standard 30, 60, or 90 Day Refurbished Warranty. On The Go PC, LLC reserves the right not to guarantee or warranty battery life or charge time on refurbished or used notebook / laptop PCs. The On The Go PC, LLC Limited Warranty does not extend to any Portable or PC System that has been damaged or rendered defective due to the following:
- The system was not used for its normal, intended use.
- Abuse or negligence in the operation or handling of the product.
- Unusual physical or electrical stress or interference, failures in electrical power, such as static electricity, lightning, or other acts of God that inflict damage upon the product.
- The original specifications of the system at purchase have been altered, i.e. hardware and/or software upgrades, or file corruption.
- Original operating system software has been altered or changed in any way (ex. upgraded, erased).
Except for the Warranties and Conditions set forth herein, On The Go PC, LLC disclaims all other warranties, express or implied or statutory, including but not limited to the implied warranties that may be imposed by applicable law are limited to the Terms and Conditions of this Limited Warranty. On The Go PC, LLC shall not be liable for any incidental, special, or consequential damages, including, but not limited to loss of business, profits, data, or usage. You agree that On The Go PC, LLC shall repair, replace, or refund, as applicable, and that these are your sole and exclusive remedies with respect to any breach of the Limited Warranty set forth herein under the warranty services and return policy described herein.
Return - RMA - Warranty - Support Contact Information
DURABOOK and GammaTech Technical and Warranty Support
Toll Free: 1.800.552.8946 (Durabook technical support calls only)
Hours: 7:30am - 5:00pm PST
When contacting technical support, please have the serial number (located on bottom of unit and begins with SY) ready to provide to representative.
General Product Warranty / Support Inquiries and RMA / Return Requests
Toll Free: 1.888.945.7879
General Support Hours:
Monday - Friday 9 am - 5 pm (CT - Central Time)