Policy
Returns & RMA
Thirty days from delivery, a 15% restocking fee on qualifying non-defective returns, and a return process you can start and track yourself.
Return window
You can return qualifying equipment within 30 calendar days of delivery. The return window starts on the delivery date recorded by the carrier, not the order date.
Start the return through the RMA tool using the order id and the email address used on the order. We approve a return, or ask one clarifying question, within one business day.
What qualifies for a return
- Hardware that is unused, unopened and in its original packaging with all accessories, manuals and cables
- Standard catalogue items that are not marked as non-cancellable or special order
- An approved RMA number issued before the item is shipped back
Items must be returned in a condition that allows them to be resold as new. Seals, security labels and serial numbers must be intact.
What does not qualify
- Opened or used hardware, unless it is dead on arrival or covered by a warranty claim
- Configured rack builds, staged systems and custom assemblies once assembly has started
- Special-order, clearance or non-cancellable items that were marked as such on the quote
- Software, licences, subscriptions and activation keys
- Consumables, and items damaged by misuse, modification or an unsuitable environment
- Returns sent without an RMA number, or received after the return window
Restocking fee
How to start a return
- Open the RMA tool, choose the order and line, and give the reason.
- We approve the RMA or ask one question within one business day, and send return instructions.
- Ship the item back with the RMA number on the outside of the carton. Unless the return is our error or a DOA, return freight is your cost.
- We inspect the item on receipt and issue the refund or account credit, less the 15% restocking fee where it applies.
Do not ship anything back before the RMA is approved: an unapproved parcel has no record on your order and may be refused.
Damaged, defective or wrong item
If a delivery arrives damaged, or the item is dead on arrival or not what you ordered, tell us within 2 business days of delivery with photos and the delivery receipt. We arrange the replacement or return and cover return freight. Damage and DOA claims are not change-of-mind returns and do not attract a restocking fee.
After the 30-day return window, faults are handled under the warranty.
Refunds and credits
Refunds are issued to the original payment method, or as an account credit if you prefer. We issue the refund after the returned item has been received and inspected. ACH and wire refunds are made to the account the payment came from; we may ask for written confirmation before changing bank details.
Original freight charges are refunded only when the return is our error or the item was damaged or defective in transit.
Questions
Email [email protected] or call +1 307-207-0033, Monday to Friday, 8am–6pm ET. Include the order id and, if you have one, the RMA number.
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