Dealer Program Policies

II. Additional Operational Policies

• C. Product Returns
  1. Sales Return Merchandise Authorizations (SRMA)

     Dealers may submit requests for Sales Return Merchandise Authorizations (SRMA) for non-discontinued 1P, inventoried 3P, or inventoried built-to-order products, submitted within 90 calendar days of the initial invoice date. Custom/Customized items are not eligible for an SRMA.

     unused and in original packaging. Dealers may initiate an SRMA by reaching out to Dealer Support.

     Unauthorized returns will be shipped back to the Dealer after an initial examination by the Company’s receiving team. If the receiving team is unable to find an SRMA for the product(s) in question the team will ship the product(s) back to the Dealer with an accompanying document detailing the reason(s) for rejection.

     Grounds for product(s) rejection include but are not limited to: product(s) are used or damaged; product(s) do not have a preexisting SRMA case number; or the 30 calendar day window for return has expired. The Company may reject product(s) for any reason at its sole discretion.

     SRMA returns must be returned to the designated warehouse for specific product brands (e.g., the Triad warehouse or the closest Company warehouse if no warehouse is designated for the specific product(s)). The Company is not responsible for returns that do not physically arrive at a designated warehouse. Dealers are encouraged to retain proof of shipment to ensure proper credit is attributed to Dealer’s account.

  2. Defective Return Merchandise Authorization (DRMA)

     Dealers may submit requests for a Defective Return Merchandise Authorizations (DRMA) within the specific product’s warranty period.

     Advanced Replacement: In certain situations, The Company may ship advanced replacement products. If a DRMA is issued and the Company has indicated that it requires that the defective product(s) be physically returned, the Dealer will be invoiced for and provided an advance replacement product and given 90 calendar days to return the defective product(s). All Advanced replacements will ship standard ground via FedEx, with an accompanying return shipping label and return instructions. The invoice for the advanced replacement will be removed off the Dealer account upon receipt of the defective product. If the defective product is not returned within 90 calendar days, the Dealer will be responsible for remitting payment for the advanced replacement invoice.

     If a DRMA case number is issued and the Company does not want the product physically returned, a replacement will be provided at no cost to the Dealer. Photographic evidence of field destruction is not required.

     Built-to-order and custom or customized products eligible for DRMA will receive credit on Dealer accounts and are ineligible for advanced replacement. In certain limited circumstances, DRMAs may be rectified via a credit issuance or refund.

     Unauthorized returns will be shipped back to the Dealer after an initial examination by the Company’s receiving team. If the receiving team is unable to find an DRMA for the product(s) in question the team will ship the product(s) back to the Dealer with an accompanying document detailing the reason(s) for rejection.

     Grounds for product(s) rejection include, but are not limited to, the following: product(s) do not have a preexisting DRMA case number; the 90-calendar day window for return has expired; or product(s) does not match the product(s) in the DRMA case number.

     Exception to DRMA Policy: SunBrite-branded TVs that are physically damaged upon delivery are not subject to this DRMA policy and must be inspected immediately upon delivery. Physical damage upon delivery must be noted on the accompanying delivery receipt. Damaged TVs must be returned within 48 hours of delivery (excluding weekends and holidays). Any damage must be photographed and retained for the return process. Failure to adhere to this process will forfeit The Company’s standard return policy.

Version: January 16, 2024