Hardware Returns and Repairs

PLEASE NOTE: Repairs may take up to ninety (90) days or longer. For this reason, CUSTOMERS ARE STRONGLY ENCOURAGED TO PURCHASE EXTRA HARDWARE PRODUCT UNITS TO AVOID DOWNTIME DURING THE WARRANTY/RETURN PROCESS.  

Defective Equipment 

If upon delivery or after initial use, the device does not operate as it was originally designed due to a manufacturer defect, please contact the manufacturer directly to submit a warranty claim.  

• To submit a PAX warranty claim, visit https://desk.zoho.com/portal/paxus/ and submit a RMA ( and Repair ticket.  
• To submit a Verifone warranty claim, please visit http://premier.verifone.com/verifone/merchant/home.do# or email Verifone at I_mra_help@verifone.com requesting an MRA.  

 

In Warranty:

The warranty for each device varies by the manufacturer unless an extended warranty has been purchased.  The details of the manufacturer’s warranty can be found on the manufacturer’s website.   

Warranty Term: 

• PAX – 2 years from the date of initial shipment from PAX’s facility 
• Verifone - 12 months from original ship date from Verifone  

Please note: In general, the customer will be responsible to pay the cost for the return of products to the manufacturer, and the manufacturer will pay for expenses to return the repaired or replaced product back to the customer. The manufacturer of the device has the right to verify the warranty claim.  If the device is returned and shows signs of abuse or has been misused in any way, the warranty will be voided.   

Out of Warranty:

If the repair falls outside of warranty, it is up to the device owner if they would like to repair or replace the device.  The cost of the repair will vary depending on the repair needed.  It is the responsibility of the owner of the device to assume all repair fees and shipment costs.  

 

Returns 

Return of Unwanted Equipment  

Returns for unwanted products will not be accepted. 

Wrong or Damaged Device Received

If you have received a wrongly configured terminal, a wrong device, or if your device was received damaged, please contact Cybersource Support. Depending on the error, you will either be issued a refund, or you will receive a replacement device.   If you receive a replacement device, you will also receive a shipping label to be used to send back the incorrect device.  The return shipping costs will be covered by Cybersource.  If you do not return the device within 10 business days, you will be charged for the incorrect device, the replacement device, and the shipping costs.    

 

Cancellations 

Please contact Cybersource Support immediately if you would like to cancel an order.  Cancelling an order is ONLY possible if the device has not yet been configured and/or dispatched.   

 

For a full overview of the terms and conditions of sale, please see our Hardware Sales Agreement.