Except as otherwise agreed by Info Tech Devices Bay or its affiliate, whichever is the seller ("Seller," "we," or "us") of hardware or software products (each, a "Product") to a customer purchasing such Products ("Customer" or "you"), the following terms and conditions shall apply to any returns of such Products, in addition to any other terms and conditions of sale agreed by the parties.
TERMS
We accept return requests for Products made within fourteen (14) days from the invoice date ("Standard Return Period"). However, certain Products cannot be returned to the original manufacturer ("OEM") without prior approval from the OEM. Customers need to obtain this consent by contacting the OEM directly.
Before returning any Product, you must obtain a Return Material Authorization number ("RMA Number") from us within the Standard Return Period by providing the invoice number, Product serial number, reason for return, and whether the Product packaging has been opened.
We will issue an RMA Number for any eligible Product. No returns will be accepted without an RMA Number.
Returnable Products must be received at our Returns Processing Center within ten (10) days after the RMA Number is issued. Products received after this period will be refused.
Products sent to us without an RMA Number may be returned to the Customer at the Customer's expense with no credit or refund issued.
ALL RETURNS
All RMA Numbers must be clearly visible on the shipping label(s) provided by us.
Do not mark or deface the outside of any Product packaging being returned.
To be eligible for return, Products must be returned in their original packaging, including all warranty cards, manuals, cables, accessories, and other components ("Components"). Customers agree to forfeit or pay a restocking fee for returns missing any original Components.
Products sent without all Components may be returned to the Customer at the Customer's expense with no credit or refund issued.
Customers are encouraged to use a trackable shipping method (e.g., FedEx or UPS) when returning Products to us.
DEFECTIVE/DOA PRODUCTS
Most Products come with a warranty provided directly by the OEM. To process a defective Product covered by a warranty, the OEM may require the Customer to contact them directly for repair or replacement and may also require a case number to process a warranty claim or return.
Product replacements generally will not be shipped until the original Product has been returned, inspected, and accepted by us. Once the Product is confirmed defective, we will either ship the replacement Product or issue a credit, as requested.
DAMAGED IN TRANSIT
All Products are inspected before shipment.
If a damaged Product is accepted, the damage must be noted on the carrier's delivery record before the driver leaves.
Retain all original packaging and contact our customer support or your dedicated Sales Advisor immediately to report the damage and initiate a damage claim.
Please have the following information ready: Tracking number, whether the shipment was signed for as damaged, serial numbers for serialized Products, type of damage (outer shipping box, OEM box, or Product itself), and pictures of the damage.
If the order was shipped using the client's freight account, we are not responsible for loss or damage. The client must file a lost/damage claim with their carrier.
Following these guidelines helps avoid delays in processing returns or replacements for damaged Products. If these guidelines are not followed, the Product will be considered accepted.
SOFTWARE
All software is non-returnable.
MISCELLANEOUS
Customers are responsible for all warehouse service-related charges, shipping charges (both originating and returning), and insurance on all return shipments unless the return is due to a Seller/supplier error.
Any deviation from this return policy may result in delays in Customer's refund, additional restocking fees, or refusal of the return.