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PROBLEMS: DAMAGE, DOA REPLACEMENT, EXCHANGE, SHIPPING ERRORS, REFUNDS The most important thing to know is we will always try to do the "right thing."
We value your business and we want to be your supplier of choice. With the exception of Netgate shipping errors: you are responsible for shipping costs both ways. While we take great pains to source well built equipment, Netgate is not responsible for manufacturing defects and we have no control over them. Netgate returns are just like returns to your local computer store. Even if the merchandise is defective, BestBuy, etc. will not reimburse you for the time and gas spent to drive back to the store for returns nor will it send out a driver to pick up the defective merchandise. That said, you should however expect the return to be as hassle free as possible when you buy from Netgate. SHIPPING DAMAGE Occasionally packages are damaged during shipping. Keep the box and all packing and IMMEDIATELY contact the carrier with your tracking number and complaint. SHIPPING ERRORS We are human and occasionally make shipping errors. We do everything we can to insure we send you working products. Clearly, if we make a mistake, we will do what we can to remedy that error. Please contact us at sales@netgate.com or via our Contact Us page with your order number and information on the missing or incorrect part. We will ship the correct parts to you and send you a pickup tag for any incorrect parts. Replacement items will be shipped at our cost at an Economy rate. 30 DAY DOA REPLACEMENT Please make sure your are ordering the correct item. If you have a question, please do not hesitate to contact us at sales@netgate.com. We will be glad to make a recommendation to fit your particular situation. If an error is made and you wish to request an exchange, or if an item is DOA and you wish to request a replacement, we will ship your exchange or replacement after we receive and process your returned product. If you need a replacement right away, we suggest you request a credit (rather than a replacement), when you obtain your RMA number. Then place a new order. The new order will be shipped as soon as we have product available and your credit will be applied approximately 10-15 days after we receive the product you are returning. To request a replacement or exchange follow the RMA procedure below. You are responsible for all shipping costs. 30 DAY REFUND We stand behind our products. However, your satisfaction is our goal and we do realize that sometimes you may want to return equipment. You can return your equipment for any reason within 30 days of receipt with some exceptions listed below in the RMA section. Normally you will receive a full refund including purchase amount and any applicable taxes minus shipping charges. If items are incomplete or returned in a non-original or non-salable condition, a 25% restocking fee will apply. The credit will be applied to your credit card and will usually appear on your statement within the next billing cycle. If you used Paypal, we will issue a Paypal refund, or a company check. Shipping charges are not refundable under any circumstance. To request a refund, follow the RMA procedure outlined below. WARRANTY SERVICE After 30 days, all product issues will be addressed by the manufacturer. For more information, please see our Warranty information page here. RETURN MERCHANDISE AUTHORIZATION (RMA) INFORMATION
RETURN & REFUND POLICY: You can return your equipment for a full refund of the purchase price for any reason within 30 days of receipt, with some exceptions. Netgate does not permit the return of or offer refunds for the following products: 1. Special order products may not be returned or exchanged. Special order products include all Configured-To-Order technology items such as cables and special order components, and products that are not commonly stocked in our warehouse, or are indicated as SPECIAL ORDER or CUSTOM or NCNR. 2. Products that are custom configured to your specifications 3. miniPCI cards 4. pigtails and cable assemblies These items are exchangeable for the same item if DOA but are not refundable. If you are not satisfied with your Netgate purchase of a pre-built product, please login to store.netgate.com and click “Account” on the upper right hand corner. Sign in to your account, a list of recent orders should appear. If your order falls within the return period, email us at support@netgate.com to obtain a Return Merchandise Authorization (RMA) number and our return shipping address. Please include: 1. Your order ID 2. The items you wish to return 3. The reason for the return (so we'll know what's wrong) Email us at support@netgate.com and we'll email you a RMA# and our return shipping address. You may request a Return Merchandise Authorization (RMA) within 30 calendar days of the receipt of the product. If the item is returned unopened in the original box, we will exchange it or offer you a refund based on your original method of payment. The product must be returned at your expense to the Netgate address provided within 21 calendar days of the issuance of the RMA. All products must be packed in the original, unmarked packing including any accessories, manuals, documentation and registration that shipped with the product. If items are incomplete or returned in a non-original or non-salable condition, we reserve the right to refuse the return, or in some cases we will accept the return and assess a 25% open box fee.
RMA shipping procedures must be followed as outlined below. Netgate is not responsible for any item that is not returned in the manner set forth. - No returns will be accepted without a RMA number.
- All items must be shipped pre-paid or they will be returned.
- Products being returned MUST be in the original product box with all accessories, manuals, and/or software and hardware.
- Do not use the original product box as the shipping box. Use a larger cardboard box with appropriate padding to protect the product box when you ship your equipment.
- Write the RMA# on the outside of the shipping box.
- RMA numbers are valid for 21 days.
- Please allow approximately 14 days for your return to be processed once it has arrived at the warehouse.
In order to expedite a prompt refund, please have your package insured by the United States Postal Service, UPS Ground or FedEx Ground. If you choose to return your order by insured mail, please request a confirmation of delivery number. By choosing either of these methods, you can track the location of your return in the unlikely event it is lost in transit. If you request a replacement, we will ship your replacement after we receive and process your returned product. If you need a replacement right away, we suggest you request a credit (rather than a replacement), when you obtain your RMA number. Then place a new order. The new order will be shipped as soon as we have product available and your credit will be applied approximately 10-15 days after we receive the product you are returning. You are responsible for shipping costs both ways. A note concerning returns: Netgate recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either insure your package for the safe return to Netgate or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. If you choose not to (1) use a carrier that offers tracking and (2) insure or declare the full value of the product, you will be responsible for any loss or damage to the product during shipping. Please note that the United States Postal Service (USPS) offers limited tracking capabilities and that there is a 30-calendar-day waiting period before the USPS will initiate a trace. We recommend a service such as UPS or FedEx to ensure timely door-to-door package tracking and delivery.
CANCELLING AN ORDER If you need to cancel an order, please contact us as soon as possible via email at sales@netgate.com or via telephone at +1 702 987 3200. If your order has not shipped, a 100% refund will be promptly provided. If your order has already shipped, you may either refuse the package upon delivery or follow the RMA procedure above to obtain a refund. HAVE A QUESTION? Contact us at sales@netgate.com or via our Contact Us page.
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