The following summarizes Lucid Enterprises' Return Policy:
Mail Order Purchases
Product Exchanges
Defective products may be exchanged for an exact replacement product within 90 days of purchase.
To request an exchange, the user must be registered (see Submit Registration)
An Incident Report must be submitted and acknowledged by our technical support department as being defective (see Submit Incident Report).
Once the defect has been verified, technical support will request a "proof of purchase" from the user, showing the product purchased and the purchase date before issuing a RMA number.
After receiving a RMA number from technical support, the defective product should be returned, postage paid by the user, to the address provided by technical support. NOTE: Products returned without an RMA number will not be honored for product exchange.
Product Refunds
Unopened products may be returned for a full refund, excluding shipping and handling charges, within 30 days of purchase.
Refunds are applicable to unopened products returned in their original packaging. Consistent with industry standards, refunds are not available for opened or damaged products.
Registered Software is ineligible for a refund.
Use the Contact US link to request a refund from our technical support department for an unopened and unregistered product.
Include the Product Number (Item Number), Date of Purchase and Customer ID in your message.
When the proper information has been provided, Technical Support will issue a RMA number.
After receiving a RMA number from technical support, the defective product should be returned, postage paid by the user, to the address provided by technical support. NOTE: Opened products, Reistered products, or products returned without an RMA number will not be honored for a refund.
A 15% Restocking fee may apply.
Downloaded Purchases
Product Refreshes
To obtain an update, the user must be registered (see Submit Registration)
Most products provide an integrated update service. On the application Main Menu, select 'HELP', then 'CHECK FOR UPDATES'. If a product update is available, please follow the provided instructions and install the update.
If the download does not fix your problem, or if you are unable to download the update, please submit an Incident Report to technical support (see Submit Incident Report). A new update or complete product replacement will be provided to the user as necessary to resolve the issue.
Product Refunds
As the purchaser agreed when the purchase was made on the website, requests for refunds cannot be honored for downloaded products.
Exception: In the unlikely event that the purchased product is defective and technical support cannot provide a solution to the reported problem, Lucid Enterprises may, at their own discretion, offer a full refund. This exception applies only within 30 days of purchase to registered users (see Submit Registration) who have submitted an Incident Report (see Submit Incident Report) that cannot be resolved by technical support.
