Return and Refund Policy

If you need to return a Pathway Connectivity product for repair or credit, please contact This email address is being protected from spambots. You need JavaScript enabled to view it. or This email address is being protected from spambots. You need JavaScript enabled to view it. for a Return Materials Authorization (RMA) form. Please have the model and serial # available, as well as a description of the problem.

An RMA number and shipping instructions will be sent to you by e-mail.  All items for return must have an RMA number. Pathway Connectivity will provide all necessary paperwork with each RMA.  Please follow shipping instructions on the RMA very carefully. Failure to do so may result in unnecessary brokerage charges which will be billed back to the sender.  Pathway Connectivity reserves the right to refuse delivery of goods returned without authorization.

Packaging
Package the product carefully. Goods damaged in transit are the customer’s responsibility. Goods returned for credit must be in resalable condition.

Restocking Fee
Goods returned for credit are subject to a 15% restocking charge. All goods returned for credit must be in "as-new" resalable condition and include all original accessories. Goods sold more than 12 months prior are not accepted for restocking or credit.

Return for Warranty Repair
Send the goods via a suitable pre-paid courier service.  Pathway reserves the right to inspect the goods and, at its sole determination, to reject warranty claims due to, but not limited to, misuse, abuse or improper installation.  Repairs or replacement under warranty will be done at no cost to you.  Goods will be returned, shipping prepaid within North America.  For returns outside North America, you remain responsible for all duties, taxes, brokerage and other costs.

Return for Non-Warranty Repair
Goods returned for non-warranty repair will be assessed for a standard evaluation fee of $125 per piece.  A purchase order must accompany the return.  The evaluation fee includes examination, a shop time allowance for basic repairs and return shipping.  In the shipment, please include a detailed description of the problem, to help to speed the repair process.  Upon examination, should extensive repair be required, a quote will be prepared for approval prior to work commencing.  For goods deemed not economically repairable, the evaluation fee will be waived and the item returned or scrapped, at the customers direction.

Turn around time for repairs is approximately 2 weeks from the time the shipment is received.

Advance Replacement
All requests for advance replacement must be accompanied by a purchase order, and will be honored at Pathway's sole discretion. Credit will be issued once original goods are returned, inspected and processed. You are responsible for shipping costs to return the advance replacement goods.

Non-Returnable Items
All DMX Repeater, DMX Repeater Pro, Quattro and Octo models with RJ45 Ethercon connectors installed as DMX512 ports are NOT returnable for credit or exchange.

Product Warranty

All Pathway Connectivity products, including discontinued and refurbished products, shall carry a three-year Limited Warranty against defects in materials and workmanship under normal use and service. Pathway Connectivity’s sole responsibility under this warranty shall be to repair, replace or refund at Pathway Connectivity’s discretion, any units which are determined to be defective upon Pathway Connectivity inspection. Pathway Connectivity may elect to refund the cost of the device upon return, solely at Pathway Connectivity’s discretion. This warranty applies to the original purchaser or retail customer.

This warranty is contingent on the customer’s full and timely compliance with the terms of payment as set out in the “Payment Terms and Conditions”. This warranty is expressly in lieu of any and all other warranties expressed or implied, including the warranties of fitness for a particular purpose and of other obligations or liabilities on Pathway Connectivity’s part. The customer acknowledges that no other representations were made or relied upon with respect to the quality and function of the goods sold.