Return, Refund, and Repair Policy

Draco Broadcast Return / Repair Request Form

If, for any reason, you are dissatisfied with your purchase and wish to return it, you first need to obtain a Return Merchandise Authorization (RMA) number by completing our Return / Repair Request Form.

Note that certain conditions – explained in Section II – apply to all returns and refunds. Section III describes the conditions applying to International Returns and Refunds. 

I. Steps for Returning Merchandise.

  • Complete the Repair / Return Request Form to request a Return Merchandise Authorization (RMA) Number. You must obtain an RMA number before returning the merchandise. RMA numbers are valid for 14 days.
  • All returned or exchanged items must be in new or like-new condition, in their original box, and must include all packing material, blank warranty cards, manuals and all accessories. Do not place stickers on or write on the original product packaging.
  • Carefully and securely pack the merchandise you are returning to Draco Broadcast in a sturdy box or carton to ensure safe shipping.
  • Write the RMA number on the outside of the shipping box or carton so that it is clearly legible and immediately visible, and ship the package to:

     Draco Broadcast Inc.
     Attention: RMA Department
     1371 Oakland Road.
     San Jose, CA 95122
     USA

II. Conditions applying to all returns and refunds 

  • If the original merchandise packaging has not been opened, the merchandise may be returned within 15 days of purchase for a full refund, minus shipping costs. Draco Broadcast does not reimburse for shipping costs on items that were shipped out at the end-user’s request. Draco Broadcast will reimburse shipping costs in cases of clear and unquestionable manufacturing or shipping error.
  • Refunds will be issued in the same manner in which purchases were made, i.e.,
    • Orders paid by check must first clear the issuing bank before any refund can be issued. This may take up to 10 business days.
    • Orders paid by credit card will not be refunded until Draco Broadcast is in receipt of the returned product. Please allow approximately 7-10 business days from the date Draco Broadcast receives your product for the credit to appear on your card.
  • If the original merchandise packaging has been opened, the merchandise must be returned and tested by Draco Broadcast prior to refund, and a restocking fee of 15% will apply.
  • If the original merchandise packaging has been opened and it has been more than 15 days since the purchaser received the product(s), Draco Broadcast reserves to right to charge a restocking fee of 25% or to refuse the return altogether.
  • Draco Broadcast is not responsible for additional items mistakenly enclosed with returned products (BNC adapters on monitors, extra cords, different power cords, etc.).
  • Draco Broadcast is not responsible for any incidental or consequential damage resulting from the sale or use of any merchandise. We are responsible for the monetary value of the merchandise only.
  • There are no Exchanges or Returns on consumables or expendables (bulbs, gaffer tape, gels, tape stock) once they have been unwrapped and/or clearly used, refurbished items, outlet and/or clearance items, used items, consignment items or C-Stock items.

III. International Returns and Refunds 

  • The customer is responsible for paying all customs’ duties, tax charges & carrier brokerage fees for the product.
  • No shipping charges will be refunded, including shipping charges for returning the product.
  • If the merchandise is refused by the purchaser upon delivery, Draco Broadcast will deduct any additional ship-back charges and customs charges from the refund.
  • If the original merchandise packaging has been opened, the merchandise must be returned and tested by Draco Broadcast prior to refund, and a restocking fee of 15% will apply.
  • If the original merchandise packaging has been opened and it has been more than 15 days since the purchaser received the product(s), Draco Broadcast reserves to right to charge a restocking fee of 25% or to refuse the return altogether.

IV. In-Warranty Repairs 

  • Draco Broadcast products are covered by a one-year warranty covering manufacturing defects only. This warranty does not cover incidental damage, damage from improper use, or ordinary wear and tear.
  • Proof of purchase must be attached with your submitted request form below.  Any items requesting service without a dated proof of purchase will be subject to normal parts and labor charges.
  • All items returned for defect repairs are subject to inspection and evaluation by Draco Broadcast repair technicians.  This inspection will determine if service will be covered by warranty.
  • To expedite service, please attach relevant photos and / or video to the form below.

IV. Out-Of-Warranty Repairs 

  • Repair service is available and will be billed at a rate of $80 per hour.
  • Any parts needed for repair will be billed in addition to billed labor.
  • All repair work includes a 90-day warranty on parts and service.