Please use the online form to submit requests. A Return Authorization number must be obtained prior to the return of any product.
- A Return Authorization must be requested within 60 days of the original invoice date.
- RA numbers are valid for 60 days.
- Returned items may be refused if not returned in the condition stated on this form
- Special Orders CANNOT BE RETURNED
- A visual inspection by an Eastern Marketing Corp. District Sales Manager may be required before an RA is issued.
- A 15% Restocking Fee will apply for unopened Factory Sealed Cartons
- A 30% Restocking Fee will apply for items that may not have fit or were damaged during installation.
Multiple repair/unable to repair guidelines
For issues regarding multiple repairs, we will require the name of the customer so we can
search service records. Please add any pertinent information in the comment area of the form so we can speed up your request.
Concealed Freight Damage Claims From time to time an appliance will be damaged without obvious signs of carton damage.
The concealed damage issue must be reported to EMC within 15 days of the original invoice date. EMC will work with the dealer to
provide an allowance commensurate with the level of damage to the unit.
Visible Freight Damage Claims
Any carton showing obvious signs of damaged should be refused at the time of receiving, and the reason for the refusal must be
notated on Carrier Delivery Receipt. If the Customer makes the determination to keep a product that shows obvious signs of carton damage, the Customer must still note the damage on the Carrier Delivery Receipt. The resolution of cartons showing obvious signs of damage is between the Customer and EMC. If the customer did not refuse the shipment, then work with an EMC customer service representative to get these issues resolved. The customer must contact EMC within 3 days of receipt of goods.
You may contact us directly via email RA@easternmarketing.com
XO LOVE IT OR LEAVE IT POLICY
XO Appliance Love it or Leave it Policy XO Products are backed with our unique 90 day “love it or leave it” guarantee.
Our 100% satisfaction guarantee ensures that every XO product will meet or exceed your high standards or you can return it within
90 days for a replacement or refund.
- Eastern Marketing / XO requires direct communication with the customer to discuss the issues and/or problems and attempt to
provide resolution or restitution
- If the consumer agrees to keep the product with restitution, Eastern Marketing / XO will send the agreed amount directly to the
- If the consumer still wishes to return the product; Eastern Marketing will pay the dealer their original cost for the product.
- If the product is returned from the consumer to the dealer; Eastern Marketing will work with the dealer to either return the product
(RMA), offer allowance or scrap.
Eastern Marketing is not responsible for the delivery, installation, or any other costs associated with the sale of the replacement unit
to the consumer.
Eastern Marketing reserves the right to not authorize a replacement. In these cases, a refund will be issued.
NOTE: This policy is not applicable to all XO Outdoor products