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Return Policy

HARDWARE — Return Materials Authorization (RMA) Policy

1. General RMA Guidelines

  • RMA Requirement: A Return Materials Authorization (RMA) number is required for all returns.
  • Validity Period: RMA numbers are valid for 30 days from the date of issue. Returns received after 30 days will be rejected and returned to the customer.
  • RMA Visibility: The RMA number must be clearly visible on the outer shipping label. DO NOT write, stamp, or place shipping labels directly on the original product box.
  • Non-Returnable Items: Returns are strictly not accepted for:
    • Print heads
    • Barcode media
    • Hardware-embedded software
    • Hardware service contracts
    • Discontinued or supplier-obsolete hardware products
    • Configured products (Non-DOA)
    • Products showing signs of use (for Non-DOA or DOA returns)
  • Misships: Any shipment discrepancies or misships must be claimed within 15 days of the invoice date.
  • Freight Responsibilities: The Customer/Reseller is strictly responsible for all freight and shipping costs associated with returning hardware products.
  • Condition Responsibility: The Customer/Reseller is ultimately responsible for the condition of returned items and for any costs incurred due to misrepresentation of product condition.

2. Rejection & Return-to-Customer Conditions

Products will be rejected and sent back to the Customer/Reseller at their expense under any of the following circumstances:

  • Missing any original components, cables, manuals, or accessories.
  • Not returned in the original manufacturer’s packaging/box.
  • Received damaged in any way.
  • Condition of the product was misrepresented.
  • Lacks a valid and visible RMA number on the shipping label.
  • Returned as Dead-On-Arrival (DOA) but tests as a fully functioning product.
  • Received more than 30 days after the RMA issue date.

3. Non-DOA Returns Policy

  • Return Window: Customers have 30 days from the invoice date to request a Non-DOA return.
  • Packaging Requirements:
    • No open-box returns are permitted for Non-DOA products.
    • Original manufacturer packaging (inside and outside) must be clean, undamaged, and free of writing, stamps, or labels.
    • Returns must be double-boxed and complete with all manuals, cables, warranty cards, static bags, and included items.
  • Restocking Fees: Restocking fees apply to all hardware returns resulting from customer error.

4. Dead-On-Arrival (DOA) Returns Policy

  • Manufacturer Terms: Refer to the specific manufacturer’s warranties and returns policies listed on the respective manufacturer’s website support section.
  • Testing & Inspection: Hardware returned as DOA will be tested. If the reported problem cannot be duplicated, a "No Problem Found" fee may be charged.