Store Policies

Limited Warranty Statement

Thank you for purchasing an iriver product. All new iriver products come with a one-year limited warranty against defects in materials and workmanship from the original date of purchase from an authorized agent. All iriver products include a warranty registration card that must be completed and returned to iriver in order to receive warranty coverage. All iriver products sold as "refurbished", "reconditioned", or "factory renewed" are covered by a 90 day limited warranty against defects in materials and workmanship from the original date of purchase from an authorized agent. All warranty work for iriver products will be handled by iriver america (www.iriveramerica.com).

1. Limited Warranty Conditions

The limited warranty is provided to the original owner only and is not transferable. Proof of purchase will be required for any limited warranty on iriver products. iriver's warranty covers only those defects which arise as a result of normal use of the product, and do not apply to any product: (i) which has been repaired or altered unless done or approved by iriver, (ii) which has not been maintained in accordance with any operating or handling instructions provided by iriver, (iii) which has been altered or damaged by accident; (iv) which has been subjected to unusual physical or electrical stress, misuse, abuse, power shortage, or negligence or (v) which has been used other than in accordance with the product operating and handling instructions.

2. Limited Warranty Coverage

Within a period of time identified below from the date of purchase, if The iriver Store receives notice of defect in any iriver product which is covered by iriver's warranty, The iriver Store shall either repair the defective product or replace with a new or refurbished unit, at The iriver Store' option. The iriver Store shall have no obligation to repair or replace until the customer returns the defective product to The iriver Store according to the Warranty Procedure in below. Accessories outside of the player console, such as but not limited to remote control, batteries, earphones, and AC adapter will only carry a 90-day warranty from the original date of purchase. For software products, iriver's limited warranty applies only to a failure to execute programming instructions. iriver does not warrant that the operation of any product will be interrupted or error free. *Please note, all warranty issues are handled by iriver america (www.iriveramerica.com). It is the customers responsibility to ship the product to iriver america for service at their expense.

iriver Product Duration of Limited Warranty
player console (new) 1 year
player console ("refurbished", "reconditioned", or "factory renewed") 90 days
Accessories 90 Days
Refurbished, Reconditioned, or Factory Renewed Accessories - 14 Days

3. Warranty Procedure

For the duration of the warranty period, The iriver Store will replace or repair defective products, at The iriver Store' discretion. All repairs or replacement of products will be handled through iriver america. If a product is suspected of being defective, the owner should contact The iriver Stores Customer Support department: Via email at sales@theiriverstore.com. A representative will authorize the exchange or repair of the defective item. Return shipping charges will be paid by the customer to The iriver Store. The iriver Store will then ship the replacement unit back to the customer at The iriver Store' expense. All warranty requests must be submitted with a copy of the purchase receipt and a copy of the warranty card (please note that the warranty card must be filled out and sent in to ensure warranty coverage, please take a copy of it for your records and any warranty claims you may have). Products must be shipped in the original or comparable packaging with shipping and insurance charges prepaid in U.S. currency.

4. Limitation of Warranty

Neither iriver or its third party suppliers make any other warranty or condition of any kind whether expressed or implied, with respect to the iriver products, and specifically disclaim the implied warranties or conditions of merchantability, satisfactory quality, and fitness for a particular purpose.

5. Limitation of Liability

Except for the limited obligations specifically set forth in this warranty statement, in no event shall iriver or its third party suppliers be liable for direct, indirect, special, incidental, or consequential damages, whether based on contract, tort, or any other legal theory and whether advised of the possibilities of such damages.

6. Return Policy

Unless otherwise stated, you have 14 days from receipt of the product to get a valid RMA from us and get your product to a shipper to return back to us. It does not have to be back in our warehouse within 14 days, but it does have to be in the possession of the shipper (along with the valid RMA) within 14 days. Trackable and Insurable shipping method must be used!

1. Unopened Box Returns - any authorized return in which the product is unopened will receive a full refund less shipping charges. Subject to conditions listed below.
2. Opened Box Returns - any authorized return in which the product is opened will receive a full refund less shipping charges and a 15% restocking fee*. Subject to conditions listed below.
3. Damaged Products - Under no circumstances will returns be accepted on damaged products unless a claim was filed with the shipper when the order was initially received. This includes but is not limited to Cosmetic Defects, Scratches, Dents, Cracks, Scuffs, etc... Should a product arrive to you in damaged condition, a claim must be filed immediately with the shipper, and The iriver Store must be notified immediately via emal at: support@theiriverstore.com

Defective Products The iriver Store does not pay for the return shipping of defective merchandise. The iriver Store will split shipping costs with the customer in the case of defective items. The customer agrees to pay to send the item back to us and we will consequently repair or replace the component and ship the item at no charge back to the shipping address specified in your account. Defective Products must be identified as such within the 14 day return policy. After 14 days, defective products will fall under warranty and must be serviced as a warrantable item.

Dead Pixel Policy The iriver Store uses the following policy when referrering to "dead pixels" as far as a defect or reason for return. 1-3 "dead pixels" is not considered a defect with the unit 4 or more "dead pixels" is considered a defect and will be handled under the warranty process listed above.

RMA numbers expire and will not be valid within 14 days from the date we issue. It is therefore imperative that once you receive your RMA, you ship the item immediately via a Tracked and Insured Shipping method.

Returns Must Meet ALL Applicable Criteria

If your returned product does not match all applicable criteria listed below, it will be rejected by our Returns Department and returned back to you. Consequently, your RMA will be nullified and any credit request will be denied and any replacement order will be cancelled. Our arrangements with our suppliers and manufactuers allow us no room to make exceptions. All returns must include the following:

1. Original packaging (manufacturer's box, styrofoam, plastic bags, etc.)
2. Original intact UPC barcode. Do not cut out the UPC code (for rebates) until you have examined and tested the product to your satisfaction. Removal of the UPC code voids any possibility of return regardless of RMA or credit request status.
3. Valid Return Merchandise Authorization (RMA). See RMA Conditions, below.
4. Original packing slip. Do not mail or dispose of the packing slip (for rebates) until you have examined and tested the product to your satisfaction.
5. All accessories (transformers, antennas, remote controls, batteries, software disks, etc.)

Manufacturer documentation (manuals, warranty cards, registration information, etc.) The RMA number must not be written on the original manufacturer's packaging or box. Please write the RMA number on the label used to return the item or the brown shipping box. Items received with any writing on the original manufacturer's packaging or box will be refused and returned to you without credit approval.

* The 15% restocking fee is in place in order to repackage, resticker and prepare the item to be placed back into our store. The fee is standard practice and a necessary part of the business. This fee for open box products is non-negotiable.

To get in touch with our staff please contact us through email at: support@theiriverstore.com

No returns of any type will be accepted without a RMA number.

We are not responsible for lost or stolen packages. All authorized returns must include a shipment tracking number or register/certified receipt.

Returns and/or Refunds generally take 7-14 days to process.

7. Shipping Policy

iriver products are shipped using DHL, UPS, FedEx and United States Postal Service (USPS). The iriver Store reserves the right to substitute shipping methods at any time. Shipping to Alaska, Hawaii and Puerto Rico and some other outlying U.S. destinations will be shipped via USPS Priority Mail at our descretion.

Valid Email Address Required (it is recommended that you not use a free email account such as Hotmail or Yahoo as important information such as order status and store communications are sent regularly. Free email services generally mark such emails as "spam" and send them to a "spam" folder. If you must use a Free Email account, please check your "spam" folder regularly.)

Processing: In order to provide the best service possible, The iriver Store will make every attempt to process and ship orders within 24-48hrs pending verification of payment. In some cases there will be delays due to unforeseen circumstances and these delays may or may not be communicated. Please note that no items will be shipped on Saturday, Sundays or Holidays. Additionally, please note that International Orders will ship only one time per week, on Thursdays.

Customs Fees and Taxes: The customer agrees to pay all customs charges and taxes. The iriver Store is required to declare FULL value on all international packages for insurance purposes.

Customs Delays: All international delivery times are approximate, assuming there is no delay in Customs. If Customs intercepts a package it is not possible to predict how long the package will be delayed.


Shipping Options

The following options are available to US addresses:

DHL, UPS Ground, FedEx (Overnight, 2 Day, 3 Day)


International Addresses:

Services available to International addresses only.

USPS - Global Express Mail Service (EMS)

USPS - Global Priority Mail

*Customer is responsible for any and all customs fees. Should Customer refuse to pay customs fees, the package will be detained by the shipper and destroyed at Customers expense.

*Transit times for International shipments vary by country and are subject to many issues beyond our control. Generally speaking, items arrive within 6-10 business days, but it's not uncommon to have items held by customs for up to 30 days.

*Please note that International Shipments will only ship once per week, on Thursdays. This allows The iriver Store time to process the order along with the additional required customs information.

Errors:

* If you believe a mistake was made on your order, please email sales@theiriverstore.com.

* If an error is made by The iriver Store in processing your order and the item sent is incorrect, The iriver Store will correct the issue at our expense.

* All correspondence concerning returns or exchanges must be done via email: sales@theiriverstore.com

9. Privacy Policy

Information about our customers is an important part of our business, and we are not in the business of selling it to others.

We release account and other personal information when we believe release is appropriate to comply with the law; enforce or apply our Conditions of Use and other agreements; or protect the rights, property, or safety of The iriver Store, our users, or others. This includes exchanging information with other companies and organizations for fraud protection and credit risk reduction.

By visiting The iriver Store, you are accepting the practices described in this Privacy Notice.

Payment The iriver Store accepts the following forms of payment for the items in our store:

1. Credit Card - Visa, Mastercard and American Express (Issued by U.S. Banks Only!)

2. PayPal - PayPal Account must be "Verified" No Exceptions!! U.S. Residents must have a "Confirmed Shipping Address" No Exceptions!!

Other forms of payment may be accepted on a case by case basis but will only be considered when prior communication with the sales staff has taken place. Other forms of payment may be required to add on additional processing fees, etc. at the sole discretion of The iriver Store.
Credit Cards issued by non-U.S. banks may not support all verification methods used by The iriver Store to detect fraud. In these cases, the user may receive error messages when trying to complete checkout. It is recommended that the customer try an alternate form of payment when this occurs such as PayPal. Below is an explanation of our credit card verification process:
========================================================================= Understanding the Credit Card acceptance / declined process.

We are required to use various fraud detection security systems to verify that the card is being used by an authorized user. Some of these methods include Address Verification Systems (AVS), Card Code Value (CCV) and other hidden Fraud Alert Systems. There are many reasons that your credit card may be rejected.

The Credit Card Payment gateway will reject a card if:

1. You typed in the wrong Credit Card # or expiration date.

2. Billing address used is different from the Billing address on the credit card.

3. AVS is not supported by your card issuing bank.

4. Address information for cardholder is unavailable or not on file.

5. Lack of funds available on your account.

6. NON-US Card issuing bank cards will be rejected.

7. Gift Cards will be rejected since they have no AVS security features.

8. Your IP address is hidden, blocked or on a fraud alert list.

AVS - Address Verification Service The Address Verification Service (AVS) is a security system designed to combat one of the most common forms of online credit card fraud. AVS compares the billing address information provided by the customer with the billing address on file at the customer’s credit card issuer. The payment gateway receives an AVS response code and then either accepts or declines the transaction according to configured security settings.

Card Code Verification (CCV) A customer’s card code is a three- or four-digit security code printed on a credit card’s signature panel in reverse italics, or following the full number on the front of the card. Similar to AVS, Card Code Verification (CCV) compares the customer’s card code with the card code on file at the credit card issuer. The payment gateway receives the card code verification response code from the customer’s bank and either accepts or declines the transaction according to configured settings. Since the card code should only be known to the person in possession of the physical credit card, these additional numbers provide an extra measure of security against unauthorized credit card transactions.

Credit card Pre-Authorized payments

What is a Pre-Authorized payment? When you place an order with us we do not Capture the Funds until we ship your order. A Pre-Authorization is a HOLD of the approved amount of the order. Once the order is processed and shipped we CAPTURE the correct amount of the transaction that was shipped.

When a Credit Card is declined for security reasons (AVS or CCV problems) your bank may still place a Pre-Auth HOLD on those funds. Declined Pre-Auth holds will be released by your bank in 1 to 7 days depending on the individual issuing bank's systems. We can not release Declined Pre-Auths since we do not have the order on our systems.

Unfortunately the Banks don't seem to care who actually uses your credit card since they are not liable for fradulent charges and will authorize almost anything. Fraud protection is up to the customer keeping the CCV # secret and the merchant's security systems.

Every few days we have someone call us and says that there are multiple holds on their accounts. If you are declined, STOP and contact us! Continuing to Click, Click, Click may cause multiple Pre-Auth HOLDS on your checking account funds!

Remember that Dedit Cards are NOT Credit Cards and may be rejected by the Credit Card Security, AVS system! Declined charges may place Pre-Auth Holds on your checking account funds.

Gift Cards will be rejected by the Credit Card Security, AVS system!

© 2007 Phluff LLC/The iriver Store - All Rights Reserved.


Pricing, terms and conditions, and product specifications subject to change without notice. The iriver Store Reserves the right to substitute similar products when necessary. Please contact sales@theiriverstore.com with any special needs or requests.