Here at East Coast Personal Defense, our number one priority is customer service and customer satisfaction.
Return Policy - We offer a 30-day money back guarantee on our self defense items. If you are not fully satisfied, you may return your order within 30 days of receipt. We only ask that you follow our guidelines when doing so. We do not pay for return shipping. Refunds are contingent upon inspection of item(s) once we receive it. Please allow 7-10 days for processing returns. Only items with warranties can be returned outside 30 days (see warranty policy below).
If you need to return an order, please read the following:
- Contact us by email for an RMA (Return Merchandise Authorization) number. Provide your name, order number, order date, what you would like to return, daytime telephone number, and reason for return. The RMA number must be on your return shipping label. If it is not, your package may be refused and sent back to you.
- Returns must be postmarked within 30 days of delivery date. All delivery dates are kept on file here at East Coast Personal Defense. If you are unsure of your delivery date, put your tracking number that we emailed you into the tracking mechanism at www.ups.com and you can confirm it. Returns accepted and/or received after 30 days will receive an exchange or in store credit only.
- Exchanges - We will happily exchange any of our products that you purchase for any reason. However, if you are exchanging a product due to wrong product ordered, wrong size, wrong color, wrong type, etc., or because you are not satisfied with the product, you will be charged our standard UPS Ground shipping cost to have the exchanged product shipped back to you . If a product is being exchanged due to a manufacture's defect, we will exchange that product for you and you will NOT be charged for shipping it back to you.
- Hidden Cameras - All our hidden nanny cameras are special order items and are NOT subject to cancellations or returns. Due to the nature of this product line, returns for hidden nanny cameras will only be accepted if the camera has a manufacturers defect, or if it is damaged upon shipment to the customer. In which case the product will be repaired or replaced, and shipped back to the customer. All returns must be authorized by East Coast Personal Defense before product(s) is returned. All products must be returned in the original packaging.
Special exceptions for returning your order MAY be made on a CASE-BY-CASE basis. We will NOT accept returns because the product is "too big", "too small", "does not fit in with the area", etc. If you have questions about a specific camera, please contact us by phone or email. If a return is authorized for a refund, the item(s) being returned are subject to deductions for shipping costs and a 25% restocking fee.
- IMPORTANT - The product(s) must be returned in resaleable condition with all original packaging, accessories and accompanying literature. If we receive your product without the accompanying accessories and documentation, you will not get a refund or in store credit. If you lost something that goes with your order, you can not return it.
- Videos - There will not be any refunds given for returned videos. If you are not happy with your video, you may still return it, but you will receive in store credit only. No refunds on videos.
- WARRANTY POLICY - Items that have a warranty will state so on our website, or on the package of the item. Any item that does not state a warranty on our website or on the packaging is only warranted for 30 days. Warranty replacements will be fulfilled for MANUFACTURER DEFECT only. Wear and tear, customer misuse, etc. does not qualify for a warranty replacement. Items being return under warranty MUST be returned with original packaging, accessories, instruction manuals/pamphlets, etc. Failure to do so will result in warranty being voided and not fulfilled. Products being returned under warranty will be thoroughly inspected for the specified manufacturer defect, wear and tear and/or customer misuse, and replaced accordingly. If the item returned does not qualify for a warranty replacement, we will notify you of such, and provide options for returning item back to you or for us to dispose of the item here. Refunds will not be given under warranty. Items that do not have a warranty cannot be returned outside 30 days of receipt. If you are needing to return an item to us under warranty, please follow the return policy guidelines above.
- You are responsible for the cost of shipping the item back to East Coast Personal Defense. If you want to return it, you must pay for shipping the item yourself. If, however, we make a mistake on your order, we will reimburse you the cost of shipping your order back to us via Ground or Standard only. No Overnight or Express methods will be reimbursed. We will reship your order the same way we shipped it to you initially at no additional charge. This makes it fair to all concerned.
- East Coast Personal Defense gives free shipping to orders that are $100.00 or more. If we gave you free shipping, this does not mean that the shipping was free. This just means that we did not charge you anything for the shipping. The cost of shipping your order to you, whether you paid for shipping or not, will be deducted from any refund given. For example, if your order was $64.95 plus $8.50 shipping, your refund will be the cost of the item which is $64.95. However, if your order was $112.00, which qualifies for free shipping, and you return your order for a refund, your refund amount will be $103.50. ($112.00 minus $8.50 shipping on most orders).
- Please send your return via UPS or FED EX since these methods are easily trackable. If you prefer to use US Mail, please insure the package and include delivery confirmation. It is the customers responsibility to make sure the return gets to East Coast Personal Defense.
- Returns can be sent to:
East Coast Personal Defense
ATTN: Returns (RMA Number)
32 Topeka Court
Conowingo, MD 21918
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