RETURNS POLICY

Unless otherwise specified by IT Hardware & Software Provider LLC or its affiliate, the entity selling hardware or software products ("Seller," "we," or "us") to a customer ("Customer" or "you"), the following terms and conditions will govern the return of such Products, in conjunction with any other mutually agreed upon sales terms.

 

TERMS

  • We accept requests for product returns within fourteen (14) days from the date on the applicable invoice ("Standard Return Period"). However, certain products cannot be returned to the original manufacturer ("OEM") without prior approval, and customers must obtain consent directly from the OEM before returning such products.
  • Customers must obtain a Return Material Authorization number (RMA Number) from us during the Standard Return Period by providing the applicable invoice number, product serial number, reason for return, and information on whether the product packaging has been opened. An RMA Number will be issued for any returnable product, and no returns will be accepted without one.
  • To qualify for return, any returnable product must be received by the Seller's Returns Processing Center within ten (10) days after the RMA Number is issued. Products received after this period will be refused.
  • Products shipped to us without an RMA Number may be returned to the customer at their expense with no issuance of credit or refund.


ALL RETURNS

  • All RMA Numbers must appear on the shipping label( s) provided by us.
  • Customer must not mark or otherwise deface the outside of any returned Product packaging.
  • To be eligible for return, returnable Products must be returned with original packaging, including all warranty cards, manuals, cables, accessories, components, etc ( "Components"). Customer agrees to forfeit ( from any credit or refund) or pay to Seller, as applicable, a restocking fee for returns that do not include all of the original Components. If the product is found to be defective or dead-on-arrival (DOA) upon receipt, we will promptly organize a replacement at no additional cost to the customer. However, in the event that the customer orders an incorrect product and subsequently wishes to return it, a restocking fee ranging between 10% and 25% will be applied.
  • Any Product shipped to us without its Components may be returned to the customer at the customer expense with no issuance of credit or refund.
  • Please note: Customers are urged to use a trackable shipping method (e.g., FedEx or UPS) when shipping to us any returned Products.

 

DEFECTIVE/DOA

  • Most products are covered by a warranty provided directly to the customer from the relevant original equipment manufacturer (OEM). To process any defective product covered by a warranty, the customer may be required to contact the OEM directly for repair or replacement and obtain a case number to file a warranty claim or return.
  • Replacement products will generally not be dispatched until the original product has been returned in accordance with this return policy, and subsequently inspected and accepted by the seller. Once the defect in the product has been confirmed, the seller will either dispatch the relevant replacement product or issue a credit as per the customer's request.

 

DAMAGED IN TRANSIT

  • All Products are inspected prior to shipment.
  • When a damaged Product is accepted, the damage must be noted on the carrier delivery record prior to the driver leaving the premises.
  • Please retain all original packaging and Products and contact Seller's customer support or Seller's dedicated Sales Advisor immediately to report the damage so that a damage claim can be initiated.
  • Please have the following information ready when contacting Seller: Tracking number, was shipment signed for as being damaged, serial numbers for serialized Products, type of damage( outer shipping box, OEM box, or Product itself), and pictures of damage.
  • Note: If the order was shipped using the client's freight account, Seller will not be responsible for loss or damage. The client will need to file a lost/damage claim with their carrier.

Following these guidelines will help to avoid unnecessary delays in returns or replacement of damaged Products. If Customer does not follow these guidelines, it will be considered that the Product has been accepted.


SOFTWARE

All software is non-returnable.


MISCELLANEOUS

The customer is responsible for all warehouse service-related charges, shipping charges (originating and returning), and insurance on all return shipments unless it's due to an error on the part of the seller/supplier.

Any deviation from the return policy outlined above will result in a delay of the customer's refund, additional restocking fees, or refusal of the customer's return.