ICN Refurbishment Process FAQ

Exchange Program FAQs

Return Policy FAQ

Warranty Policy FAQ

Q: What is the warranty on the products at ICN?
A: All of our refurbished products other than consumable items come with a 30 day ICN warranty, unless otherwise specified on your invoice. Consumable items include ink cartridges, toner and pre-owned batteries. All new products come with a manufacturer warranty, unless otherwise specified on your invoice.

Q: Can I buy an extended warranty through ICN?
A: Yes. Ask a sales person for details on extended warranties.

Q: I purchased an item from ICN, but the item is under manufacturer warranty, whom do I call if I have a problem?
A: If you encounter a problem with an item that carries a manufacturer warranty, you must call the manufacturer for all warranty claims. Your salesperson can let you know if the product you intend to buy is under manufacturer or ICN warranty. If the item carries a ICN warranty, then all warranty claims can be made through ICN.

Q: How are shipping charges billed for warranty service?
A: ICN offers mail-in/carry-in warranty service from our Los Angeles headquarters. Shipping costs for warranty returns to ICN are paid by the customer. ICN covers shipping expenses to return working product to customer.

Q: What happens if I send in a product under warranty? Does it get repaired or replaced?
A: Once your item is received under warranty, it will be evaluated and tested for the specific problem you have. It is at ICN's option whether we repair or replace the item that is sent in for warranty work. Usually, most items are replaced to expedite the warranty process, but items such as computers and laptops are usually repaired.

Q: If I encountered difficulty with an item purchased from ICN can I return it for a refund?
A: ICN stands behind it's products and will make every effort to provide complete customer satisfaction. Malfunctioning merchandise will be repaired or replaced on an expedited basis. Under no circumstances will refund be issued if the defect can be solved.

Q: How long does it take for my warranty item to be returned to me?
A: Our warranty lead-time from receipt to shipment is 5-7 days. We make every effort to process each warranty item the day it arrives, but due to delivery schedules, it may be the day after receipt before the item is evaluated. A technician then repairs, or pulls a replacement item and tests it. This test may take an additional day, and depending on the time of day the technician gets the item to the shipping department, it may not ship until the following day. Once shipped, the item is in transit and is returned with the same delivery service as it was originally shipped.

Q: I sent in my computer under warranty, and now I want ICN to send it back to me overnight express. Will ICN send it back to me with overnight shipping?
A: Yes, but our policy is that we will ship warranty items back to our customers with the same delivery service as it was originally shipped. If it was originally sent to you overnight, then we will send back the warranty item overnight. If it was originally sent with any other service, you may pay the difference in the shipping cost to have the warranty item sent to you overnight.

Q: If I have a problem with a ICN warranty item, do I just send the item back to the address on the invoice?
A: You do send the item to the address on the invoice, but first you must call your sales person at (310) 445-6600 and get an RMA number. Any items received without an RMA number will be refused. This RMA number is the tracking number for your product as it moves through our warranty process, and it also verifies that you have spoken with a technician to try to resolve the problem over the phone before it gets sent back to ICN.

Q: Why does ICN require the serial number verification before they will issue an RMA number?
A: We require the serial number off of any items that are sent back under warranty to verify that (1) the item is under warranty, and (2) the item is actually an item purchased from ICN. ICN is very considerate to all its customers, but we must check these 2 items by verifying the serial number before issuing an RMA number.

Q: Will ICN advance or cross-ship my warranty item?
A: On some items, you may request the item to be advanced and we will send out a replacement before we receive the defective item. We must, however, authorize your credit card for the full amount of the replacement item and shipping. In the event that we do not receive your defective return within 10 days, we will charge your credit card for that previous said amount. If you do not want your credit card authorized, we will not send out any products as an advance replacement. Computers, monitors and printers are not available for advance exchange.

Q: What does "RMA" stand for?
A: The acronym "RMA" is "Return Material Authorization".

Q: I sent an item in to ICN and a few days later I received it back with an invoice for $65. Why did I get charged this fee?
A: ICN stands behind its products 100%. We do our very best to try and solve your problems over the phone, but there are times that we cannot verify that a product is working without seeing it. When you call our RMA department and one of our representatives issues you an RMA number, the representative must be assured that you are attempting to try the solutions given. If the item is returned and found functional, you will be charged a $65 testing fee. ICN does not profit from this fee, but it must be charged to cover the cost to facilitate the RMA if it is found to be completely functional. While we understand that you wouldn't intentionally send in an item under warranty that was good, it is imperative that all steps of diagnosis are attempted before sending your product in under warranty.

Q: I bought a computer from ICN and it is having problems, and I think that the logic board is bad. Will ICN send me just a replacement logic board?
A: No. We do not warrant the components separately in each computer. If you suspect that the logic board is bad in your computer, you must return the entire computer. Many times, when something goes bad, there may be multiple items that can seem to be one item, or vice versa. For ICN to service its clients to the full extent, we must receive the entire unit as it was originally shipped.