Jupiter Systems Return Policy

Jupiter Systems Return Policy 

At Jupiter, we take pride in the quality and customization of our products. Due to the custom configurations of our video wall processors and display solutions, we have specific guidelines regarding product returns. 

Return Eligibility 

1. Prior Approval Required: Returns are not accepted without prior written approval from Jupiter support. Customers wishing to return a product must first contact our support team to discuss the reason for the return and potential alternatives to returning the product.  

[email protected]  
http://Support.Jupiter.com  
(510) 675-1007  

2. Extreme Circumstances: Returns will only be considered under extreme circumstances. Extreme circumstances for product returns at Jupiter include situations where a product has significant defects, is misconfigured by the manufacturer, does not match the ordered specifications, or is irreparably damaged under warranty. Customers must provide evidence of the issue, such as photos and documentation, to qualify for a return under these conditions.  

3. Restocking Fee: In the event a return is approved, a restocking fee will be charged as follows: 

    PANA Products: 

1)    Unopened: 25% of the purchase price and customer pays for shipping back to Jupiter 

2)    Opened/Installed with original packaging: 50% of the purchase price and customer pays for shipping back to Jupiter 

3)    Opened/Installed without original packaging: 75% of the purchase price and customer pays for     shipping back to Jupiter 

   Video Wall Controllers (Catalyst, PixelNet, J-Series, and Accessories): 

   Items must be confirmed to be 100% operational upon return to Jupiter to receive the appropriate credit.  

Process for Requesting a Return 

1. Contact Support: To initiate a return, please contact our customer support team at: 

[email protected]  
http://Support.Jupiter.com  
(510) 675-1007 

Provide your order details and a clear explanation of the issue. 

2. Approval Process: Our support team will review your return request based on the information provided and the nature of the product issues. This process may involve troubleshooting or additional queries to ascertain the problem. 

3. Return Authorization: If a return is approved, you will receive a return authorization number and instructions on how to ship the product back to us. Returns without a valid return authorization number will not be accepted. 

4. Shipping: The customer is responsible for properly packaging the product and ensuring its safe return to our facility. We recommend using a trackable shipping method. 

Refund Process 

Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund, minus the restocking fee, will be processed, and a credit will automatically be applied to your original method of payment. 

We value your business and strive to ensure that you are satisfied with our products. If you have questions about this policy or need further assistance, please contact us.