Ace Karaoke's Return, Warranty and Technical Support Policy

1. Please use our online RMA Request form to request a Return Authorization number or you can contact Ace Karaoke's Return Department at (626) 820-0670. Any unauthorized return will not be processed, accepted or refunded. 
2. Place the return authorization number clearly on the return label of the shipping carton.
3. Include a copy of your original invoice.
4. Include a note explaining the reason for the return and request for a refund or exchange. 
5. All returned merchandise must be in original unaltered condition with all manufacture accessories, manuals and warranties or we will refuse return.
6. Package must be ship in a brown shipping box with sufficient packing materials, the same way you received your package.
7. We suggest you insure your return shipment to protect against damage or loss. Ace Karaoke is not responsible for damaged returns or items lost in transit.
8. Shipping charges are non-refundable.
9. Ace Karaoke will refuse collect and postage-due shipments. Please allow 2-3 weeks for your credit to be processed.

Returning Hardware and Accessories

1. Non-Defective Machines, Microphones and Other Hardware We will gladly issue a refund within 14 days of your receipt less handling & shipping fee.  Please contact our return department for RMA#.  Customers will bear all shipping costs for the return of non-defective hardware. If you received free shipping on your order, you will be charged for shipping fee at $7 + $1 per pound. All non-defective returns of hardware will be charged 15% restocking fee per industry standard.   If you received free shipping, we will assess the shipping charges additionally.
2. Exchange Defective Hardware.  Please examine your package immediately upon receipt.  Please send back the defected item within 14 days of receipt, if we determined the problem is due to manufacturer defect,  Ace Karaoke will reimburse your shipping cost up to $25. Please contact our technical/return department for Return Authorization number (RA#) and for technical troubleshooting.  We will reship you a new unit once we receive your merchandise.  Merchandise initially returned as defective, whose defect cannot be verified, damaged due to human error, or intentional destruction will incur a minimum 15% restock charge as well as any related shipping costs.
3. Exchange - All replacement systems are shipped via UPS Ground. However, customers have the option of paying for the difference of an expedited shipping method.
4. No refunds/exchanges on customized items. (e.g. KOD, Unify System). Service Only.

Returning Hardware for an Upgrade

1. Within 14 days of delivery if you are not satisfied with the machine and wish to upgrade, please contact our sales department. We will apply the full purchase price of your original purchase (excluding shipping and handling cost) toward the upgrade.  The customer is responsible for all shipping costs relating to the upgrade. All returns MUST be in original condition, subject to approval.

Returning Software

1. Non-defective software. Due to copyright laws, we are unable to provide refunds for any opened/unwrapped software. Within 14 days of your package receiving date, we will accept returns of unopened software for store credit only. 15% handling fee will be accessed for the exchange. Please contact our return department for a return authorization number for the exchange. Customers requesting an exchange will bear all related shipping costs. 
2. Wrong Format. If you have questions regarding software quality or format, please contact us toll free at 1-888-893-7464 before placing your order. It is your responsibility to make sure you have the correct player for the disc you purchase.
3. Defective software. We will exchange your defective/opened item for another copy of the same item.  Up to $5.00 return shipping costs will be credited if the return is due to a defect in the software.  We recommend that you send your return via an insured carrier. We are not responsible for lost returns.
4. Incorrect software. If you receive incorrect software due to our mistake, contact us immediately.   Please return the item unopened, we will send you a replacement or issue a full refund. If you paid for Next Day Air, 2^nd day or 3 Day select, Ace Karaoke will only refund up to $10.00 of the shipping cost. If you inadvertently opened the incorrect software, please return the item and we will send you the correct software. We will credit up to $5.00 for software returns if Ace Karaoke sends you a product in error or if it is defective. You will not be charged any additional shipping and handling fees for replacement shipments. Your replacement will be shipped using the same method you initially selected. Please contact us and our customer service department will assist you with your issue.
5. Cracked damage CD Jewel Case. If a CD case arrives cracked or damage, please contact us.  Our customer service department will be happy to mail you a replacement case.

Beyond the 14 day Coverage Period

1. If your purchase is beyond our 14 day coverage period for defective hardware, please contact the manufacturer. We can assist you in getting in contact with the manufacture for service work if needed.  Ace Karaoke is not responsible for any fees related to shipping costs, repairs, exchanges or refunds.