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What's your Warranty, Return and Cancellation Policy?
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Article ID   1002
Type   FAQ
Last Updated   11/26/2013
Products   A-100, A-110, B-110 Baseline, WN-100, S-210, C-200, IRK-200, MN-200, A-200, WN-150, Others, A-210, PopBox 3D, PopBox Wireless, HBR-200, BDR-200, A-210 Upgrade Kit, PopBox V8, A-300, C-300, WN-150 (PBX), S-300, BDR-300, A-400

What are the Warranty Policy for NEW Cloud Media Products?
NEW Cloud Media Product Warranty
- All new media players and wireless accessories sold on the Cloud Media store are entitled to a 1 year Limited Warranty against defects in materials and workmanship.
- All other ne
w accessories (remote, cables, and other non-wireless accessories) are entitled to a 90 days Limited Warranty
If you experience any technical difficulties during the warranty period, you can open a Return Merchandise Authorization (RMA) support ticket by registering and logging into http://support.cloudmedia.com

Obtaining Warranty Service
- Go to http://support.cloudmedia.com
- Register and sign in with your Cloud Media support ID and password.
- Create a new case explaining the problem you have and submit a Return Merchandize Authorization (RMA) number request. If we determined that service is needed, an RMA number will be issued to you.
- An RMA number is valid for 30 days. If your RMA has not been received at our repair center within those 30 days, you will need to request a new RMA.
- Once you have submitted your return request, our support team will contact you and advise you how to send your item(s). Please use the original packaging. You can assist us in tracking your package on its way back to us by entering your tracking information in the RMA form.

PLEASE NOTE:
- Freight charges are not covered in the warranty. Products that are shipped on a freight collect basis will not be accepted.
- The customer is responsible for shipping charges to the RMA center. Cloud Media will cover the shipping charges back to the customer, not including any import fees assessed by the customer’s country’s Customs.
- Our service center will update the status of your RMA from “Issued” to “Received” to “Processing” and finally to “Shipped” under “My Returns” once your return is received and processed.
- We will ship back the RMA unit according to shipping address provided in Customer Profile of the support system (http://support.cloudmedia.com). Please make sure you provide accurate shipping information in your profile to avoid shipping issues. We will not be responsible for any shipping problem or loss caused by invalid shipping information.
- An RMA replacement will be sent back with a declared value of fifty dollars ($50.00 USD) or less and a statement saying “RMA Warranty Repaired item” on the international shipping documents.
RMA replacements are subject to a 60 days warranty period or for the remainder of your 1 year warranty; whichever is longer.


What are the Warranty Policy for REFURBISHED Cloud Media Products?
Product Warranty
- All refurbished media players and wireless accessories sold on the Cloud Media store are entitled to a 60 days Limited Warranty against defects in materials and workmanship.
- All other refurbished accessories (remote, cables, and other non-wireless accessories) are entitled to a 30 days Limited Warranty.
If you experience any technical difficulties during the warranty period, you can open a Return Merchandise Authorization (RMA) support ticket by registering and logging into http://support.cloudmedia.com

Obtaining Warranty Service
- Go to http://support.cloudmedia.com
- Register and sign in with your Cloud Media support ID and password.
- Create a new case explaining the problem you have and submit a Return Merchandize Authorization (RMA) number request. If we determined that service is needed, an RMA number will be issued to you.
- An RMA number is valid for 30 days. If your RMA has not been received at our repair center within those 30 days, you will need to request a new RMA.
- Once you have submitted your return request, our support team will contact you and advise you how to send your item(s). Please use the original packaging. You can assist us in tracking your package on its way back to us by entering your tracking information in the RMA form.

PLEASE NOTE:
- Freight charges are not covered in the warranty. Products that are shipped on a freight collect basis will not be accepted.
- The customer is responsible for shipping charges to the RMA center. Cloud Media will cover the shipping charges back to the customer, not including any import fees assessed by the customer’s country’s Customs.
- Our service center will update the status of your RMA from “Issued” to “Received” to “Processing” and finally to “Shipped” under “My Returns” once your return is received and processed.
- We will ship back the RMA unit according to shipping address provided in Customer Profile of the support system (http://support.cloudmedia.com). Please make sure you provide accurate shipping information in your profile to avoid shipping issues. We will not be responsible for any shipping problem or loss caused by invalid shipping information.
- An RMA replacement will be sent back with a declared value of fifty dollars ($50.00 USD) or less and a statement saying “RMA Warranty Repaired item” on the international shipping documents.
- RMA replacements are subject to a 30 days warranty period or for the remainder of your 6- days warranty; whichever is longer.


What are your Cancellation and Refund Policies?
Cancellation Prior to Shipment
- If you cancel your order(s) before it ships from our offices, you will not be charged additional any additional fees.
- We will refund your order in full after you submit your cancellation request by emailing us at sales@cloudmedia.com 
- When you place your order using PayPal and wish to cancel your order, we will issue a credit to your account which should post within 10 business days.
- If you used a credit card through PayPal, your financial institution authorized the payment and placed a hold on your account at the time you place your order. This authorization hold temporarily decreases your available funds. However, your account is not actually billed until Cloud Media processes your order, so if the order is canceled the hold will expire in accordance to the time frame set by your financial institution.

Cancellation After Shipment
- If you wish to cancel your order after it has been shipped the return must be handled through the online support system as a refund RMA.
- Returns are subject to the Cloud Media Sales Terms and Conditions. For eligible items, you have 15 days from the time you receive your item(s) to submit a return request via the online ticket system at http://support.cloudmedia.com
- Only items that have been purchased directly from the Cloud Media Store can be returned to Cloud Media. Cloud Media products purchased through other retailers must be returned in accordance with their respective returns and refunds policy.
- Open box items that are returned for a refund are subject to a 15% restocking fee (per unit).
- Freight charges are non-refundable.
- Products that are shipped on a freight collect basis will not be accepted.
- Customers will be responsible for any shipping costs to the RMA center.

Items Ineligible for Return
- Products that are damaged by the customer
- Products that have been tampered with in terms of software/hardware

Online Return Process
You can initiate a return online once you have received your item(s).
- Go to http://support.cloudmedia.com 
- Register and sign in with your Cloud Media support ID and password.
- Register your product from the My Products section using the serial number found on the outside of the retail packaging. DO NOT open the retail packaging. Breaking the seal will subject you to a 15% restocking fee, regardless of the reason.
- Create a new case stating you wish to return for a refund and submit a Return Merchandize Authorization (RMA) number request. If we determined that the return policy is applicable, an RMA number will be issued to you.
- Once you have submitted your return request, our support team will contact you and advise you how to return the item(s). Please use the original packaging. You can assist us in tracking your package on its way back to us by entering your tracking information in the RMA form.

Refund Methods
- Your refund will be issued after we have received and examined your item(s) at our RMA Service Center. The way your refund is processed depends on your original payment method.
- PayPal refunds, we will issue a credit to your account which should post within 10 business days.
- Credit card refunds via PayPal services, refunds will be sent to the card-issuing bank by PayPal. Please contact the card-issuing bank with questions about when credit will be posted to your account

What are your Return & Refund Policies?
Return & Refund
Return items
- If you are not satisfied with your purchase, you may be eligible to return the item for a refund.
- To return an item, please contact us via http://support.cloudmedia.com

PLEASE NOTE:
Returns & Refunds policy is not applicable to refurbished products.


Returns Policy
- Returns are subject to the Cloud Media Sales Terms and Conditions. For eligible items, you have 15 days from the time you receive your item(s) to submit a return request via the online ticket system at http://support.cloudmedia.com
- Only items that have been purchased directly from the Cloud Media Store can be returned to Cloud Media. Cloud Media products purchased through other retailers must be returned in accordance with their respective returns and refunds policy.
- Open box items that are returned for a refund are subject to a 15% restocking fee (per unit).
- Freight charges are non-refundable.
- Products that are shipped on a freight collect basis will not be accepted.
- Customers will be responsible for any shipping costs to the RMA center.

Items Ineligible for Return
- Products that are damaged by the customer
- Products that have been tampered with in terms of software/hardware

Online Return Process
You can initiate a return online once you have received your item(s).
- Go to http://support.cloudmedia.com
- Register and sign in with your Cloud Media support ID and password.
- Register your product from the My Products section using the serial number found on the outside of the retail packaging. DO NOT open the retail packaging. Breaking the seal will subject you to a 15% restocking fee, regardless of the reason.
- Create a new case stating you wish to return for a refund and submit a Return Merchandize Authorization (RMA) number request. If we determined that the return policy is applicable, an RMA number will be issued to you.
- Once you have submitted your return request, our support team will contact you and advise you how to return the item(s). Please use the original packaging. You can assist us in tracking your package on its way back to us by entering your tracking information in the RMA form.
An RMA number is valid for 30 days. If your RMA has not been received at our repair center within those 30 days, you RMA will be closed and you will no longer be eligible for a refund.

Refund Methods
Your refund will be issued after we have received and examined your item(s) at our RMA Service Center. The way your refund is processed depends on your original payment method.
- PayPal refunds, we will issue a credit to your account which should post within 10 business days.
- Credit card refunds via PayPal services, refunds will be sent to the card-issuing bank by PayPal. Please contact the card-issuing bank with questions about when credit will be posted to your account

Incorrect or damaged items
If you received the wrong product or it was damaged during shipping, please contact sales@cloudmedia.com

Problems with your product
If you are having troubles with your new Cloud Media products, please create a support ticket on our online support site http://support.cloudmedia.com and our support team will assist you.