Return and Refund Policy
Effective Date: 9/9/2025
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General Policy
JEM Systems Limited is committed to delivering high-quality fire alarm products and components. To ensure clarity and consistency in return processes, this policy outlines the terms, conditions, and procedures for product returns. Returns are subject to review and approval and must comply with the conditions outlined below.
Eligibility for Returns
To be eligible for return, products must meet the following conditions:
• Must have been purchased directly from JEM Systems Limited.
• Must be unused, uninstalled, and in original packaging.
• The original product box must be free of any writing, stickers, or markings (e.g., sharpie).
• Must be a current, active item (no discontinued, end-of-life, or customized products).
• For items such as panels, boards, and power supplies, customers must open a case directly with the manufacturer before requesting an RMA. For peripheral items, a direct case with the manufacturer is not required.
• All returned items must be in like-new, resalable condition, including original packaging, manuals, accessories, and all components. Returns will be denied if packaging is damaged, parts are missing, or there are signs of use, tampering, or wear.
• Customers are required to provide pictures of the item (including any damage, missing parts, and the product box).
• Must be returned within 30 calendar days from the invoice date.
• Project orders can be returned within 1 calendar year. Project is defined on the estimate and/or sales order by the sales rep.
• The customer must complete the Return Authorization Form to receive the RMA number.
• A valid Return Material Authorization (RMA) number must be issued and referenced.
Non-Returnable Items
The following items are not eligible for return:
• Products marked as “Non-Cancelable / Non-Returnable (NCNR)”.
• Programmed or custom-made items.
o Customized items: Not eligible for return under any circumstances. Any manufacturing defect must be reported to Customer Service Team and approved by the manufacturer before initiating the return process.
• Equipment repaired or modified by third parties
• Items damaged due to improper handling, installation, or storage.
• Used, installed, or modified products.
• Products returned without an RMA or outside the approved return window.
Return Process
1. RMA Request: Contact our Customer Service Team via email [customerservicegroup@jemsystems.com] to request a Return Material Authorization (RMA). Please note that all return processes and warranty-related cases are handled by the Customer Service Team.
2. Manufacturer Case Requirement: For items such as panels, boards, and power supplies, customers must open a case directly with the manufacturer before requesting an RMA. For peripheral items, a direct case with the manufacturer is not required.
3. Serial Number Requirement: For items with unique serial numbers (such as panels, boards, and power supplies), customers must provide the serial number when requesting an RMA. Requests without a valid serial number may be delayed or denied.
4. RMA Approval: If eligible, an RMA number will be issued with return shipping instructions.
5. Packaging: Items must be securely packaged, with the RMA number clearly visible on the outside of the box.
6. Shipping: Return freight is the customer’s responsibility unless the return is due to JEM Systems Limited error (e.g., incorrect shipment, defective item).
7. Inspection: All returns are subject to inspection. Credit will be issued only after the returned product has been examined and its condition verified. The inspection process may take up to 48 hours after the item is received. If it is determined that the product must be returned to the manufacturer for warranty evaluation, the timeline will follow the inspection policies of the respective manufacturer.
If a replacement was provided in advance and the returned product is found not to have a manufacturing defect, the customer will be invoiced for the replacement item. In such cases, charges will apply for both the original and replacement products.
8. Credit: Once the returned product is received and approved by the manufacturer, credit will be issued to the end customer. The timing and amount of the credit may vary depending on the manufacturer’s return processing and inspection results.
9. If a return is rejected by the manufacturer, the product will be held at our facility for up to 30 days awaiting customer instructions. After this period, storage fees may apply, or the item may be discarded.
10. Products sent without an approved RMA will not be processed and may be returned at the sender’s expense or disposed of without notice.
11. If the RMA is not completed/delivered within 30 days, it will be automatically closed
12. All returns must be shipped with a trackable service and adequate packaging to prevent damage in transit.
Replacements
JEM Systems Limited offers a Replacement Order process to expedite fulfillment of eligible items, under the following conditions:
• With Credit Terms: Replacement orders are shipped immediately upon RMA approval. Credit is applied once the returned item is received and approved.
• Without Credit Terms: A valid credit card authorization is required before shipment. If the defective unit is not returned or fails inspection, the card will be charged.
Replacement Process
1. Replacement Sales Order (SO): Upon approval of a Return Material Authorization (RMA), a replacement Sales Order will be generated to expedite the shipment of the replacement product(s).
2. Item Fulfillment: Items covered by the replacement Sales Order will be fulfilled and shipped to the customer, in accordance with standard fulfillment timelines.
3. Invoice: The replacement Sales Order will be invoiced upon shipment.
Financial Conditions (Replacement Process)
• Dual Invoicing Procedure: The issuance of a replacement Sales Order results in two invoices: one for the original order and one for the replacement order.
• Conditional Credit Application: Upon receipt and successful inspection of the returned product(s), a credit will be issued against the original invoice in accordance with the terms described in the Credits and Refunds section of this policy.
• Non-Returnable Conditions: If the returned item(s) fails to meet the eligibility criteria outlined in the Non-Returnable Items section of this policy, no credit will be applied to the original invoice. In this case, the customer remains fully responsible for payment of both the original and replacement invoices.
Important Notes (Replacement Process)
• Replacement requests will only be processed after RMA approval and are not applicable to customers under prepayment terms or with overdue balances.
• Customers are responsible for ensuring proper return packaging and compliance with RMA instructions to avoid rejection of the return and subsequent dual charges.
• The payment terms and due dates for both the original and replacement invoices will follow the customer’s standard payment agreement with JEM Systems Limited.
Restocking Fee
• 5% restocking fee: For standard returns of non-defective items. Within 30 days of delivery
• 10% restocking fee: For returns of non-defective items on orders older than 90 days.
• 70% restocking fee: For returns of non-defective items from special orders (Out of Stock).
• Restocking fees will apply accordingly, unless waived at JEM Systems Limited’ discretion.
• Higher fees may apply for large-volume returns, obsolete stock, or improperly packaged items.
Short Shipments or Damaged/Defective on Arrival (DOA)
If a product is suspected to be defective, damaged, or under-shipped, customers must contact the Customer Service Team before returning the item by providing the required details. All return processes and warranty-related cases are handled by the Customer Service Team. Customers should provide details such as the serial number (if applicable), installation date, and nature of the defect.
• Warranty Returns: Warranty claims will be handled in accordance with the manufacturer’s warranty policy and may involve repair, replacement, or credit at JEM Systems Limited’ discretion. The minimum coverage period is 1 year, or longer if specified by the manufacturer’s policy.
• Damaged or Defective on Arrival (DOA): Notify us within 7 days of receipt.
• Short Shipments: Customers must report any missing items within 15 days of receipt.
Errors Caused by JEM Systems Limited
If the return is due to a shipment error, incorrect part, or damaged item caused by JEM Systems Limited:
• Full credit will be issued.
• Return freight will be covered by JEM Systems Limited.
• Replacement items will be shipped as a priority.
Credits and Refunds
• Approved returns will be credited to the original account or method of payment.
• Credit processing may take up to 10 business days from receipt, inspection and credit approval.
• All returns above thirty (30) days will be issued a credit to be used on future purchases, and not a refund.
Discrepancies and Disputes
All return discrepancies must be reported within 7 business days of receipt of the credit memo. Any disputes will be handled by Customer Service Team [customerservicegroup@jemsystems.com].
Shipping Liability & Declared Value
JEM Systems Limited is not responsible for any damage, loss, or delay that occurs during transit. Once the shipment has been handed over to the carrier, any claims related to damages or loss must be directed to the carrier.
For high-value shipments, it is recommended customers request insurance or declare value in advance.
Failure to declare value or insure the shipment may result in limited or no compensation from the carrier in case of damage or loss, and JEM Systems Limited will not be held liable under these circumstances.
Claims for shipping loss/damage must be submitted within 7 calendar days of receipt.
Policy Exceptions
Exceptions to this policy may be granted only under extraordinary circumstances and require prior approval by JEM Systems Limited at its sole discretion.
Changes to this policy
We reserve the right, at our sole discretion, to modify or replace this Policy at any time. If a revision is material, We will make reasonable efforts to provide at least 30 days' notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion.