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Citadel Commerce Corp. RMA policy

  • All SecureSwipe devices remain the property of Citadel Commerce Corp.
  • We accept returns of defective SecureSwipe products.
  • Defective SecureSwipe products will be repaired and returned.
  • If the returned products cannot be repaired, a replacement will be sent within a maximum period of 30 days. Citadel reserves the right to replace the unit with a new or used unit.
  • If a replacement is not available, the annual rental fees for the product will be discontinued.


1. Authorization for return of product

Prior to returning a defective product, customer must email our Customer Support Department at secureswipe@mycitadel.com to obtain a Return Merchandise Authorization (RMA) number. Your email must include:

Your name
Your myCitadel Wallet number
Serial number of device (located on underside of product)
Problem with product
Return Address

You will receive an email within one business day with your RMA number and the return address for the shipment. The RMA # should be clearly marked on the outside of the package.

2. How to return the product

The RMA number must be clearly marked on the outside of the shipping box. Customer must pack defective items being returned as if they were new and working and package must contain all items that were part of the original shipment e.g. cable. Failure to do so may invalidate the RMA. Citadel Commerce Corp. is not responsible for product/s that are damaged or lost during shipment or misused / abused by the customer / carrier.

All RMAs must be sent to:

Citadel Commerce Corp. - SecureSwipe RMA
RMA #,
Suite 1500, 4710 Kingsway,
Burnaby, B.C. V5H 4M2
Canada

RMA numbers are only valid for 30 days. Citadel Commerce Corp. must receive the returned product in this timeframe.

3. Shipping Charges

The customer must bear the expense of shipping the returns to Citadel Commerce Corp. Where appropriate, the replacement / repaired product will be shipped back at the expense of Citadel Commerce Corp, via ground shipment only. Expedited and overseas shipping is subject to an additional cost to the customer.

4. Reasons for Returns

Please be as specific as possible when stating the reason for return. This will assist us in making a correct and quick assessment.

An application for RMA does not automatically entitle you to a repair / replacement, until expressly approved by Citadel Commerce's RMA department.
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