logo smallJacksonville, Florida
(904) 751-4500

Return Policies

Our goal at Dorado Graphix is to do our best to ensure that every customer gets the value they expect from the products they purchase from us. However, there may be an occasion when the product is not as expected. Whether the cause is human error, a product defect or damages incurred while shipping, we aim to correct any shortcomings in the most fair and expedient means possible. The following is our general policy for returns. We also know that there may be times when circumstances exceed printed policies. If this is the case, we encourage customers to contact us so that we may take those circumstances into consideration to best resolve the issue.

Consumables & Supply Returns:

Consumables and supplies are those items that are used by equipment or operators to manufacture a finished product. This includes, but is not limited to, inks, media, accessories, wearable parts, and other components defined as expendable by the manufacturer.

      1. Any consumable or supply may be returned in the unopened packaging for a full refund, less shipping and a 10% restocking fee, up to 30 days from the date of purchase. The customer must contact Dorado Graphix LLC (This email address is being protected from spambots. You need JavaScript enabled to view it. or (904)751-4500) for an RA (return authorization) number. Once the product is received bt Dorado Graphix LLC the refund will be issued.

      2. Any consumable or supply shipped in error must be reported to Dorado Graphix LLC within 10 days from the date of purchase (This email address is being protected from spambots. You need JavaScript enabled to view it. or (904)751-4500). Once the error is verified, Dorado Graphix LLC will take the appropriate action to rectify the problem. All merchandise shipped in error must be returned in its original unopened packaging. The customer will not incur any additional shipping charges for replacement or the returned product.

      3. Products that are damaged in shipping may be replaced at no charge to the customer providing proper documentation is included with the claim. This would include annotations to the signed delivery receipt, pictures of the damaged product or other documentation that would help substantiate the claim. Damages must be reported to Dorado Graphix LLC (This email address is being protected from spambots. You need JavaScript enabled to view it. or (904)751-4500) within the first 3 days of receipt of the product to qualify for refund or replacement. Dorado Graphix LLC will issue an RA (return authorization) number at that time and take the proper actions.

      4. Any defect discovered within the manufacturer’s warranty period must be reported to Dorado Graphix LLC (This email address is being protected from spambots. You need JavaScript enabled to view it. or (904)751-4500) and / or to the original manufacturer if the manufacturer’s warranty so directs. An RA (return authorization) will be issued either by Dorado Graphix LLC or the original manufacturer once the warranty qualification has been established and will be in accordance with the claim procedures dictated by the original manufacturer’s warranty. Replacement or refund will be issued once the warranty claim has been approved by the original manufacturer.


Parts Returns:

Parts are defined as components that are needed to allow equipment to function correctly and are not considered a consumable of the equipment by the original manufacturer. These components are usually installed by factory trained technicians. Installation by non-factory trained technicians may void any warranties provided by the original manufacturer and thus void any refund, replacement obligation or damage claim. (see paragraph 3 below)

          1. Parts ordered incorrectly by the customer may or may not be qualified for return depending on the return policies of the original manufacturer and stocking status of Dorado Graphix LLC. The customer must contact Dorado Graphix LLC (This email address is being protected from spambots. You need JavaScript enabled to view it. or (904)751-4500) for an RA (return authorization) number. All parts authorized for return are susceptible to a 10% restocking charge by Dorado Graphix LLC and /or additional restocking fees by the original equipment manufacturer. The customer is responsible for the original shipping and return shipping charges.

          2.  Any part shipped in in error must be reported to Dorado Graphix LLC within 3 days from the date of delivery (This email address is being protected from spambots. You need JavaScript enabled to view it. or (904)751-4500). Once the error is verified, Dorado Graphix LLC will take the appropriate action to rectify the problem. All merchandise shipped in error must be returned in its original unopened packaging. The customer will not incur any additional shipping charges for replacement or the returned product.

          3. Parts that are damaged in shipping may be replaced at no charge to the customer providing proper documentation is included with the claim. This would include annotations to the signed delivery receipt, pictures of the damaged product or other documentation that would help substantiate the claim. Damages must be reported to Dorado Graphix LLC (This email address is being protected from spambots. You need JavaScript enabled to view it. or (904)751-4500) within the first 3 days of receipt of the product to qualify for refund or replacement. Dorado Graphix LLC or the original manufacturer will issue an RA (return authorization) number at that time and take the proper actions.

          4. All parts warranties and return policies are dictated by the original manufacturer. Dorado Graphix LLC will not be held liable for any damages or expenses incurred by the installation of any part whether the part is deemed defective, mis-installed or installed by an unauthorized person. All parts claims will be directed to the original manufacturer. Any grievances or resolutions concerning parts will be solved directly between the original manufacturer and the customer with no intervention by Dorado Graphix LLC.


Equipment Returns:

Equipment is defined as a complete mechanism designed to produce, enhance or augment a product. All equipment return policies are dictated either by the original manufacturer or Dorado Graphix LLC. All equipment orders over $500 must be verified by Dorado Graphix by phone before the order will be processed. This is to ensure that the customer is getting the correct equipment for their application and to inform them of the warranty and return policies that apply to that product prior to shipment.

          1. Equipment ordered incorrectly by the customer may or may not be qualified for return depending on the return policies of the original manufacturer and stocking status of Dorado Graphix LLC. The customer must contact Dorado Graphix LLC (This email address is being protected from spambots. You need JavaScript enabled to view it. or (904)751-4500) for an RA (return authorization) number. All equipment authorized for return are susceptible to a 15% restocking charge by Dorado Graphix LLC and /or additional restocking fees by the original equipment manufacturer. The customer is responsible for the original shipping and return shipping charges.

          2.  Any equipment shipped in error must be reported to Dorado Graphix LLC within 3 days from the date of delivery (This email address is being protected from spambots. You need JavaScript enabled to view it. or (904)751-4500). Once the error is verified, Dorado Graphix LLC will take the appropriate action to rectify the problem. All equipment shipped in error must be returned in its original unopened packaging. The customer will not incur any additional shipping charges for replacement or the returned product.

          3. Equipment that is damaged in shipping may be replaced at no charge to the customer providing proper documentation is included with the claim. This would include annotations to the signed delivery receipt, pictures of the damaged product or other documentation that would help substantiate the claim. Damages must be reported to Dorado Graphix LLC (This email address is being protected from spambots. You need JavaScript enabled to view it. or (904)751-4500) within the first 24 hours of receipt of the equipment to qualify for refund or replacement. Dorado Graphix LLC or the original manufacturer will issue an RA (return authorization) number at that time and take the proper actions. 

          4. All equipment warranties and return policies are dictated by the original manufacturer. Dorado Graphix LLC will not be held liable for any damages or expenses incurred by the installation or operation of any equipment whether the equipment is deemed defective, mis-installed, installed by an unauthorized person or injury incurred during operation. Dorado Graphix LLC will make every effort to correct any issue that may arise within reasonable parameters. When such corrections are beyond the scope of Dorado Graphix LLC resources, resolution will be directed to the original equipment manufacturer.

 

Software returns:

 Software is defined as any product that is sold in digital form. This includes stand-alone programs, plug-ins to existing programs, firmware, digital files and version upgrades to existing programs. All software return policies are dictated by the original manufacturer. Many software products are not returnable due to their licensing procedures and product policies. For this reason, it is imperative for the customer to be sure that he understands the product and its application before he makes the final purchase.

          1. All software may be returned in the unopened packaging for a full refund, less shipping and a 10% restocking fee, up to 10 days from the date of purchase. Software that has been opened is not returnable. The customer must contact Dorado Graphix LLC (This email address is being protected from spambots. You need JavaScript enabled to view it. or (904)751-4500) for an RA (return authorization) number. Once the product is returned the refund will be issued.

          2. Any software shipped in in error must be reported to Dorado Graphix LLC within 3 days from the date of purchase (This email address is being protected from spambots. You need JavaScript enabled to view it. or (904)751-4500). Once the error is verified, Dorado Graphix LLC will take the appropriate action to rectify the problem. All merchandise shipped in error must be returned in its original unopened packaging. Opened software is not returnable. The customer will not incur any additional shipping charges for replacement or the returned product.

          3. Products that are damaged in shipping may be replaced at no charge to the customer providing proper documentation is included with the claim. This would include annotations to the signed delivery receipt, pictures of the damaged product or other documentation that would help substantiate the claim. Damages must be reported to Dorado Graphix LLC (This email address is being protected from spambots. You need JavaScript enabled to view it. or (904)751-4500) within the first 3 days of receipt of the product to qualify for refund or replacement. Dorado Graphix LLC will issue an RA (return authorization) number at that time and take the proper actions.

          4. Any defect discovered within the manufacturer’s warranty period must be reported to Dorado Graphix LLC (This email address is being protected from spambots. You need JavaScript enabled to view it. or (904)751-4500) and / or to the original manufacturer if the manufacturer’s warranty so directs. An RA (return authorization) will be issued either by Dorado Graphix LLC or the original manufacturer once the warranty qualification has been established. This will be in accordance to the claim procedures dictated by the original manufacturer’s warranty. Replacement or refund will be issued once the warranty claim has been approved by the original manufacturer.