Orders & Returns

Orders & Returns Policy

Warranty Product Return Policy

If a product covered by our warranty is claimed to be defective, the customer must request a Return Merchandise Authorization (“RMA”). An RMA request will be approved only if the product is still within the warranty period, and if the customer follows the Returns Procedures.

A RMA expires 30 days after it is created. A defective product which is received by Softnetworks more than 30 days from the date of when the RMA was issued will not be accepted by our company and will not be eligible for repair or replacement. Additionally, the customer will either not be eligible for credit or will incur a processing fee of $150.00 or 7% of the sales price. Additionally, should the customer wish to have Softnetworks pay the cost of freight for the product to be returned, the Softnetworks approved freight carrier and RMA documented account number must be utilized.

This Softnetworks warranty only covers Certified Pre-Owned product(s) and selected new product(s). All manufactured products from partners are excluded from this warranty. Our Certified Pre-Owned products pass comprehensive physical inspections, are exposed to rigorous refurbishment, are kept in our state-of-the-art warehouse, and are stored and sent in quality packaging. Please speak with your Account Manager if you are unsure what products are eligible for warranty return, if you have any questions, or if you would like further details.

Customer Return Policy for Non-Defective Products

If a customer wishes to return a non-defective product, the customer must request an RMA in accordance with the Returns Procedure. A RMA request will only be approved within 30 days from the data of the original purchase invoice. For all RMA requests given for non-defective products, a restocking fee of 25% will be charged to the customer. The customer will also accept responsibility for the cost of both the original freight and return shipment. The only exception to this rule is in the case of an error made by Softnetworks. Before requesting a RMA, please contact your sales representative with questions.

Customers must return the product in the same condition and packaged in the same manner in which it was delivered from Softnetworks to the customer. If a product has a manufacturer seal, and the manufacturer seal is broken, the product is not returnable.

Returns Procedure and Shipping Instructions

To request an RMA, please send an email providing the following information:

  • Company Name
  • Contact Name & Phone Number
  • Reason for Return
  • Part Number(s) & Quantity
  • Serial Number(s)
If Softnetworks issues an RMA for your product:

All equipment must be returned in the same packaging condition in which it was originally delivered and include all accessory items i.e., power supply, cables, line cords, documentation etc. Missing accessories or damaged equipment resulting from substandard packaging will be charged to the customer.

All product returns must have the RMA number listed on the return packing slip or external packaging. Please do not write on, or mark in any way, the Equipment, Accessories, Documentation, or the Product Box. Doing so may void your return.