As a VZWdealers.com customer, you are eligible for a Defective Allowance discount on each item, instead of paying an upcharge for the option to return defectives for replacement under our Defective Returns Program.

If you prefer replacement, please indicate that that on your credit application. Otherwise, your account will automatically be set up for the Defective Allowance Program.

Defective Allowance Program

The Defective Allowance Program allows you to take a 2% discount off all pricing on the website. Due to our low return ratio, this has proved to be the most cost effective procedure for our customers, as it eliminates the shipping and labor costs involved with product return.

We require that you inspect all incoming shipments, and notify our Customer Service Department within three (3) business days of any shortages, overages or errors. Failure to notify Xentris of such nonconformity within this time period will result in any subsequent claims being denied. Errors in requesting products through the website are not considered to be a nonconformance. Return nonconforming products to Xentris only after first contacting the Customer Service Department, obtaining approval and a return authorization number. Packages returned without prior authorization won’t be processed and will not be the responsibility of Xentris to return or compensate.


Defective Returns Program

  • Defective products can be returned for replacement with the identical product only.
  • Credits will only be issued for products which Xentris does not currently stock, or have been deemed obsolete.
  • You are responsible for the freight charges on products shipped back to Xentris. This applies to all orders, including those that Xentris shipped to you freight free.

    Follow this process to return products under the Defective Returns program..

    1. Call 1-866-XEN-ACES(936-2237) and request an RA number from our Customer Service staff.
    2. The Customer Service Rep will provide the return address and shipping instructions.
    3. Write the RA number on the outside of all boxes. For multiple box returns, please mark the boxes sequentially (i.e. "1 of 3", "2 of 3", etc.)
    4. Note: Return shipments without valid RA numbers clearly marked will not be accepted.
    5. Keep a record of the carrier’s tracking number, in case you need to check the progress of your replacement order with Xentris.
    6. Once your return is received and processed by our Quality Inspection Department, replacements will be shipped back to you. You can call Customer Service at any time for the status of your replacement shipment.
    7. Should the returned product be deemed obsolete or non-replaceable, credit will be issued within one (1) week of receipt of the shipment.

    Returns for Non-Compliance

  • Products can also be returned due to shortages, overages or errors in product shipment. You must contact the Customer Service Department within three (3) days of receipt of the shipment. Errors in requesting products through the website are not considered to be a nonconformance.

    Follow this process to return products due to Non-Compliance

    Call 1-866-XEN-ACES(936-2237) within 3 days of receiving the shipment and explain the problem to Customer Service. The appropriate action – return of product, reshipment of product, etc – will be determined and the Customer Service Rep will assist you with these transactions. If an RA is required, refer to the instructions above for RA returns (see Defective Returns Program )

    •   © vzwdealers.com   1-866-XEN-ACES(936-2237)