Return Policy

Returns Policy

The following procedure should be followed when returning items to Videx for repair, replacement, or upgrade.

1. Contact the iCrescendo Technical Support Department to discuss the equipment problem (phone 206.686.846 or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it ). This step is important because, in many cases, the problem is minor and can be corrected over the phone. If the problem is not resolved, a Service Order number (SVO#) will be issued for returning the product. The serial number of the non-working hardware must be provided prior to the repair to qualify for warranty. The serial number may be given to Technical Support or included with return of the product.

2. CyberLock cylinders sent in for repair or upgrade must be reset to qualify for warranty repair.

3. Include the following items with the product for repair: The serial number of the non-working hardware, the assigned SVO#, your name, company name, return address, telephone number, and description of the problem. If the repair is under warranty, include the bill of sale as proof of original retail purchase date.
If it is a non-warranty repair, also include your method of payment for the repair fee and return shipping charges. iCrescendo accepts payment via check or money order in US dollars, Visa, MasterCard, American Express, or C.O.D. If you have Net 30 credit terms with us, or are a government agency, school, or hospital, include your purchase order number and ‘bill to’ and ‘ship to’ instructions.

4. Place the SVO# you received from the Technical Support Department on the outside of the package.
Ship the package to Videx, Inc., 1105 N.E. Circle Blvd., Corvallis, OR 97330, with the shipping charges prepaid.

5. When the product is received by Videx, it is logged into the Service Department, checked for problems, repaired or exchanged with a remanufactured unit, and tested. Exchanges are typically done within three days. Repair of specific product is usually completed within 12 business days.

6. Products are returned to you by the same method of transportation used to deliver the product to Videx, unless another method is specified. If the repair is under warranty, Videx will pay the return shipping charge; if it is a non-warranty repair, you are responsible for the return shipping charge.