Return Policy

Return Policy Restrictions:

  1. We cannot accept returns on cables that have been cut.
  2. We cannot accept returns on Software and Licenses.
  3. We cannot accept returns on merchandise past 45 days from invoice date.
  4. Credit to your account will be granted for all returns. Money cannot be refunded.
  5. In the case of a return, there will be a 3% min. charge plus a merchandise classification fee. Shipping costs are not refundable.
  6. Special Orders cannot be returned.
  7. Spare parts cannot be returned.
  8. All returns need to be inspected by SUPPORTECH-USA.COM technical support prior to granting the refund.
  9. A return label will be provided for returns within the US.

Product Classification Terms

  • *Merchandise A:

    • Known as: Category “A” or As new:
    • Condition: This is merchandise that was lightly used. Not in the original box or package with potentially a few minor scratches. It is in working order and has been inspected and tested by our technicians. They include manual and installation accessories.
    • Return charge is 20% of the sale/offer price.

  • *Merchandise B:

    • Known as: Category “B” or Good.
    • Condition: Merchandise that has visible usage by a previous customer, but it performs properly. It does not come with the original packaging but will have the same specs and performance as if it were new. Examples include previously used or refurbished equipment with visible scratches due to normal usage. It comes with installation accessories.
    • Return charge is 35% from the sale/offer price.

  • *Merchandise C:

    • Known as: Category “C” or Fair.
    • Condition: Damaged merchandise. Critical functions work properly, but non-critical functions may fail. Can contain broken parts, missing buttons, and few included accessories.
    • Return charge is 65% of the sale/offer price.

  • *Merchandise D:

    • Known as: Category “D” or Not Working.
    • Condition: Merchandise that does not work, with significant damage such as shorted or burned circuit boards. Includes 50% or more of the components but no accessories.
    • Return charge is 95% from the sale/offer price.

  • *Merchandise R:

    • Condition: Equipment for rent. Standard rental equipment with “Merchandise *A” quality. Return charge is determined case-by-case by the Technical support team and warehouse supervisor.

  • *Merchandise E:

    • Condition: Equipment for demos. Basic equipment used for demos, categorized similarly to “Merchandise *A.” Return charge is determined case-by-case by the Technical support team and warehouse supervisor.

  • Outlet/Clearance Merchandise:

    • Merchandise categorized as Outlet or Clearance may have various classification rates depending on condition and performance. Items in this category include demo equipment, used items, or new but outdated technology. There are no returns on outlet/clearance merchandise.

For any inquiries, please contact us at sales@supportech-usa.com.