To ensure the provision of comprehensive and efficient customer service, as well as the proper processing of returns, Banilla Games has established a mandatory Return Material Authorization (RMA) Policy. If you intend to send a product back to WCE Games, please get in touch with our Technical Support Team at 252.329.7977, extension 2.
Please be aware that we will not accept, repair, or issue credit for any items without a valid RMA number. When shipping products back, address them to the Technical Support department, ensuring the RMA number is clearly visible on the exterior and within all returned packages.
Returns lacking a visible and explicit RMA number on the label or inside the package will not be accepted or processed. Products failing to meet the necessary return or repair criteria will be returned to the customer (refer to our Limited Warranty). If a product does not meet these criteria, a Banilla Games representative will contact the customer to discuss shipping options and associated costs.
Credit or refunds for defective units returned will be granted following inspection and adherence to our Limited Warranty policy. Please note that we will not issue credit or refunds for freight charges on shipments that are refused or undeliverable due to absent customers during delivery attempts.
RMA numbers will expire 30 days from their issuance date. Any claims related to shortages or damages must be made upon receipt of the shipment. All shipping costs are the responsibility of the customer.
Limited Warranty:
(A) Banilla Games warrants that proprietary Banilla Games products will be free from material and workmanship defects for a period of ninety (90) days from the product delivery date.
(B) After the initial ninety (90) days, up to 180 days, Banilla Games will cover all labor associated with repairing a defective product. The cost of repairing the product will be discussed between a Banilla Games representative and the customer. The customer is responsible for all parts-related costs associated with the repair, and the defective product must be returned before any new shipments are made. This includes issues like circuit board and hard drive failures. For instance, if the hard drive fails but the circuit board functions, the cost will be $85 for a hard drive loaded with the exact software. If the circuit board has failed but the hard drive functions, the cost will be $500 for a new circuit board.
(C) After 180 days, Banilla Games will repair the product for the cost of parts and labor. Labor rates are billed at $85 per hour with a minimum of one hour, and the scope of labor and parts must be agreed upon with a Banilla Games representative before starting the repair process. In cases where the product is irreparable, the customer has the option to purchase the same product at half the cost of the initial invoice, within two years of the original invoice date.
The Limited Warranty outlined in sections (A, B, & C) is subject to the following conditions:
(1) This limited warranty does not cover defects arising from normal wear and tear, intentional damage, negligence, unusual working conditions, failure to follow instructions provided by Banilla Games (whether oral or written), misuse, alteration, or unauthorized repair of the product.
(2) The limited warranty does not extend to parts, materials, or equipment not manufactured by Banilla Games. If any such part, material, or equipment is defective, the customer is entitled to the manufacturer's warranty or guarantee.
(3) The limited warranty is available solely to the initial purchaser of the product. In the event of a defect, damage, or other issue falling under the limited warranty described in section (A), Banilla Games will, at its sole discretion, decide whether to repair or replace the product.