Terms and Conditions

These are the Terms and Conditions governing the use of this Service and the agreement that operates between You and the Company. These Terms and Conditions set out the rights and obligations of all users regarding the use of the Service.

Your access to and use of the Service is conditioned on Your acceptance of and compliance with these Terms and Conditions. These Terms and Conditions apply to all visitors, users, and others who access or use the Service.

By accessing or using the Service, you agree to be bound by these Terms and Conditions. If you disagree with any part of these Terms and Conditions, then you may not access the Service.

You represent that you are over the age of 18. The Company does not permit those under 18 to use the Service.

Your access to and use of the Service is also conditioned on your acceptance of and compliance with the Privacy Policy of the Company. Our Privacy Policy describes our policies and procedures on the collection, use, and disclosure of your personal information when you use the Application or the Website and tells you about your privacy rights and how the law protects you.

Please read our Privacy Policy carefully before using Our Service.

Our Service may contain links to third-party web sites or services that are not owned or controlled by the Company.

The Company has no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third-party web sites or services. You further acknowledge and agree that the Company shall not be responsible or liable, directly, or indirectly, for any damage or loss caused or alleged to be caused by or in connection with the use of or reliance on any such content, goods, or services available on or through any such web sites or services.

We strongly advise You to read the terms and conditions and privacy policies of any third-party web sites or services that You visit.

We may terminate or suspend Your access immediately, without prior notice or liability, for any reason whatsoever, including without limitation if You breach these Terms and Conditions.

Upon termination, Your right to use the Service will cease immediately.

To the maximum extent permitted by applicable law, in no event shall the Company or its suppliers be liable for any special, incidental, indirect, or consequential damages whatsoever (including, but not limited to, damages for loss of profits, loss of data or other information, for business interruption, for personal injury, loss of privacy arising out of or in any way related to the use of or inability to use the Service, third-party software and/or third-party hardware used with the Service, or otherwise in connection with any provision of this Terms), even if the Company or any supplier has been advised of the possibility of such damages and even if the remedy fails of its essential purpose.

Some states do not allow the exclusion of implied warranties or limitation of liability for incidental or consequential damages, which means that some of the above limitations may not apply. In these states, each party's liability will be limited to the greatest extent permitted by law.

The Service is provided to You "AS IS" and "AS AVAILABLE" and with all faults and defects without warranty of any kind. To the maximum extent permitted under applicable law, the Company, on its own behalf and on behalf of its Affiliates and its and their respective licensors and service providers, expressly disclaims all warranties, whether express, implied, statutory or otherwise, with respect to the Service, including all implied warranties of merchantability, fitness for a particular purpose, title and non-infringement, and warranties that may arise out of course of dealing, course of performance, usage or trade practice. Without limitation to the foregoing, the Company provides no warranty or undertaking, and makes no representation of any kind that the Service will meet Your requirements, achieve any intended results, be compatible or work with any other software, applications, systems, or services, operate without interruption, meet any performance or reliability standards or be error free or that any errors or defects can or will be corrected.

Without limiting the foregoing, neither the Company nor any of the company's provider makes any representation or warranty of any kind, express or implied: (i) as to the operation or availability of the Service, or the information, content, and materials or products included thereon; (ii) that the Service will be uninterrupted or error-free; (iii) as to the accuracy, reliability, or currency of any information or content provided through the Service; or (iv) that the Service, its servers, the content, or e-mails sent from or on behalf of the Company are free of viruses, scripts, trojan horses, worms, malware, timebombs or other harmful components.

Some jurisdictions do not allow the exclusion of certain types of warranties or limitations on applicable statutory rights of a consumer, so some or all of the above exclusions and limitations may not apply to You. But in such a case the exclusions and limitations set forth in this section shall be applied to the greatest extent enforceable under applicable law.

The laws of the Country, excluding its conflicts of law rules, shall govern this Terms and Your use of the Service. Your use of the Application may also be subject to other local, state, national, or international laws.

If You have any concern or dispute about the Service, You agree to first try to resolve the dispute informally by contacting the Company.

If You are a European Union consumer, you will benefit from any mandatory provisions of the law of the country in which you are resident in.

You represent and warrant that (i) You are not located in a country that is subject to the United States government embargo, or that has been designated by the United States government as a "terrorist supporting" country, and (ii) You are not listed on any United States government list of prohibited or restricted parties.

All online orders are subject to review and confirmation by JEM Systems prior to processing and shipment. During the checkout process, our servers may experience technical instabilities that could result in incorrect pricing or product availability being displayed. Any such erroneous values, including zero-dollar prices, are not valid offers and do not represent promotional events, discounts, or giveaways. These situations are the result of system errors and will not be honored as genuine transactions. In the event of such an error, JEM Systems will promptly correct the information and notify the customer. Since unconfirmed orders are not processed or charged, no financial loss or obligation arises for the customer.

We reserve the right, at Our sole discretion, to modify or replace these Terms at any time. If a revision is material, We will make reasonable efforts to provide at least 30 days' notice prior to any new terms taking effect. What constitutes a material change will be determined at Our sole discretion.

By continuing to access or use Our Service after those revisions become effective, You agree to be bound by the revised terms. If You do not agree to the new terms, in whole or in part, please stop using the website and the Service.

To be eligible for return, products must meet the following conditions:

• • Must have been purchased directly from JEM Systems.
• • Must be unused, uninstalled, and in original packaging.
• • The original product box must be free of any writing, stickers, or markings (e.g., sharpie).
• • Must be a current, active item (no discontinued, end-of-life, or customized products).
• • For items such as panels, boards, and power supplies, customers must open a case directly with the manufacturer before requesting an RMA. For peripheral items, a direct case with the manufacturer is not required.
• • All returned items must be in like-new, resalable condition, including original packaging, manuals, accessories, and all components. Returns will be denied if packaging is damaged, parts are missing, or there are signs of use, tampering, or wear.
• • Customers are required to provide pictures of the item (including any damage, missing parts, and the product box).
• • Must be returned within 30 calendar days from the invoice date.
• • Project orders can be returned within 1 calendar year. Project is defined on the estimate and/or sales order by the sales rep.
• • The customer must complete the Return Authorization Form to receive the RMA number.
• • A valid Return Material Authorization (RMA) number must be issued and referenced.

The following items are not eligible for return:

• • Products marked as “Non-Cancelable / Non-Returnable (NCNR)”.
• • Programmed or custom-made items.
  • •       • Customized items: Not eligible for return under any circumstances. Any manufacturing defect must be reported to Customer Service Team and approved by the manufacturer before initiating the return process.
• • Equipment repaired or modified by third parties
• • Items damaged due to improper handling, installation, or storage.
• • Used, installed, or modified products.
• • Products returned without an RMA or outside the approved return window.

1. 1. RMA Request: Contact our Customer Service Team via email [customerservicegroup@jemsystems.com] to request a Return Material Authorization (RMA). Please note that all return processes and warranty-related cases are handled by the Customer Service Team.
2. 2. Manufacturer Case Requirement: For items such as panels, boards, and power supplies, customers must open a case directly with the manufacturer before requesting an RMA. For peripheral items, a direct case with the manufacturer is not required.
3. 3. Serial Number Requirement: For items with unique serial numbers (such as panels, boards, and power supplies), customers must provide the serial number when requesting an RMA. Requests without a valid serial number may be delayed or denied.
4. 4. RMA Approval: If eligible, an RMA number will be issued with return shipping instructions.
5. 5. Packaging: Items must be securely packaged, with the RMA number clearly visible on the outside of the box.
6. 6. Shipping: Return freight is the customer’s responsibility unless the return is due to JEM Systems error (e.g., incorrect shipment, defective item).
7. 7. Inspection: All returns are subject to inspection. Credit will be issued only after the returned product has been examined and its condition verified. The inspection process may take up to 48 hours after the item is received. If it is determined that the product must be returned to the manufacturer for warranty evaluation, the timeline will follow the inspection policies of the respective manufacturer.
   If a replacement was provided in advance and the returned product is found not to have a manufacturing defect, the customer will be invoiced for the replacement item. In such cases, charges will apply for both the original and replacement products.
8. 8. Credit: Once the returned product is received and approved by the manufacturer, credit will be issued to the end customer. The timing and amount of the credit may vary depending on the manufacturer’s return processing and inspection results.
9. 9.If a return is rejected by the manufacturer, the product will be held at our facility for up to 30 days awaiting customer instructions. After this period, storage fees may apply, or the item may be discarded.
10. 10. Products sent without an approved RMA will not be processed and may be returned at the sender’s expense or disposed of without notice.
11. 11. If the RMA is not completed/delivered within 30 days, it will be automatically closed.
12. 12. All returns must be shipped with a trackable service and adequate packaging to prevent damage in transit.
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JEM Systems offers a Replacement Order process to expedite fulfillment of eligible items, under the following conditions:

• • With Credit Terms: Replacement orders are shipped immediately upon RMA approval. Credit is applied once the returned item is received and approved.
• • Without Credit Terms: A valid credit card authorization is required before shipment. If the defective unit is not returned or fails inspection, the card will be charged.

1. 1. Replacement Sales Order (SO): Upon approval of a Return Material Authorization (RMA), a replacement Sales Order will be generated to expedite the shipment of the replacement product(s).
2. 2. Item Fulfillment: Items covered by the replacement Sales Order will be fulfilled and shipped to the customer, in accordance with standard fulfillment timelines.
3. 3. Invoice: The replacement Sales Order will be invoiced upon shipment.

• • Dual Invoicing Procedure: The issuance of a replacement Sales Order results in two invoices: one for the original order and one for the replacement order.
• • Conditional Credit Application: Upon receipt and successful inspection of the returned product(s), a credit will be issued against the original invoice in accordance with the terms described in the Credits and Refunds section of this policy.
• • Non-Returnable Conditions: If the returned item(s) fails to meet the eligibility criteria outlined in the Non-Returnable Items: section of this policy, no credit will be applied to the original invoice. In this case, the customer remains fully responsible for payment of both the original and replacement invoices.
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Important Notes (Replacement Process)

• • Replacement requests will only be processed after RMA approval and are not applicable to customers under prepayment terms or with overdue balances.
• • Customers are responsible for ensuring proper return packaging and compliance with RMA instructions to avoid rejection of the return and subsequent dual charges.
• • The payment terms and due dates for both the original and replacement invoices will follow the customer’s standard payment agreement with JEM Systems.

• • 5% restocking fee: For standard returns of non-defective items. Within 30 days of delivery.
• • 10% restocking fee: For returns of non-defective items on orders older than 90 days.
• • 70% restocking fee: For returns of non-defective items from special orders (Out of Stock).
• • Restocking fees will apply accordingly, unless waived at JEM Systems’ discretion.
• • Higher fees may apply for large-volume returns, obsolete stock, or improperly packaged items.

If a product is suspected to be defective, damaged, or under-shipped, customers must contact the Customer Service Team before returning the item by providing the required details. All return processes and warranty-related cases are handled by the Customer Service Team. Customers should provide details such as the serial number (if applicable), installation date, and nature of the defect.

• • Warranty Returns: Warranty claims will be handled in accordance with the manufacturer’s warranty policy and may involve repair, replacement, or credit at JEM Systems’ discretion. The minimum coverage period is 1 year, or longer if specified by the manufacturer’s policy.
• • Damaged or Defective on Arrival (DOA): Notify us within 7 days of receipt.
• • Short Shipments: Customers must report any missing items within 15 days of receipt.

If the return is due to a shipment error, incorrect part, or damaged item caused by JEM Systems:

• • Full credit will be issued.
• • Return freight will be covered by JEM Systems.
• • Replacement items will be shipped as a priority.

• • Approved returns will be credited to the original account or method of payment.
• • Credit processing may take up to 10 business days from receipt, inspection and credit approval.
• • All returns above thirty (30) days will be issued a credit to be used on future purchases, and not a refund.

All return discrepancies must be reported within 7 business days of receipt of the credit memo. Any disputes will be handled by Customer Service Team [customerservicegroup@jemsystems.com].

Shipping Liability & Declared Value

JEM Systems is not responsible for any damage, loss, or delay that occurs during transit. Once the shipment has been handed over to the carrier, any claims related to damages or loss must be directed to the carrier.

For high-value shipments, it is recommended customers request insurance or declare value in advance.

Failure to declare value or insure the shipment may result in limited or no compensation from the carrier in case of damage or loss, and JEM Systems will not be held liable under these circumstances.

Claims for shipping loss/damage must be submitted within 7 calendar days of receipt.

We reserve the right, at our sole discretion, to modify or replace this Policy at any time. If a revision is material, We will make reasonable efforts to provide at least 30 days' notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion.

The information given by the Service is for general guidance on matters of interest only. Even if the Company takes every precaution to ensure that the content of the Service is both current and accurate, errors can occur. Plus, given the changing nature of laws, rules and regulations, there may be delays, omissions or inaccuracies in the information contained on the Service.

The Company is not responsible for any errors or omissions, or for the results obtained from the use of this information.

The Company may use copyrighted material which has not always been specifically authorized by the copyright owner. The Company is making such material available for criticism, comment, news reporting, teaching, scholarship, or research.

The Company believes this constitutes a "fair use" of any such copyrighted material as provided for in section 107 of the United States Copyright law.

If You wish to use copyrighted material from the Service for your own purposes that go beyond fair use, You must obtain permission from the copyright owner.

The Service may contain views and opinions which are those of the authors and do not necessarily reflect the official policy or position of any other author, agency, organization, employer, or company, including the Company.

Comments published by users are their sole responsibility and the users will take full responsibility, liability and blame for any libel or litigation that results from something written in or as a direct result of something written in a comment. The Company is not liable for any comment published by users and reserves the right to delete any comment for any reason whatsoever.

The information on the Service is provided with the understanding that the Company is not herein engaged in rendering legal, accounting, tax, or other professional advice and services. As such, it should not be used as a substitute for consultation with professional accounting, tax, legal or other competent advisers.

In no event shall the Company or its suppliers be liable for any special, incidental, indirect, or consequential damages whatsoever arising out of or in connection with your access or use or inability to access or use the Service.

If you have any questions about these terms and conditions, You can contact Us:

• By email: info@jemsystems.com