IT Devices makes every effort to make sure that we ship the right product, to the right person, at the right time to the right place and at the right price. If something has changed or has gone wrong and you wish to return an item please raise an RMA request by agreeing to the terms and conditions below. This document explains our policies. Please note that there is a difference between Business Customers and Consumers (see Terms below).
Please be aware that any discrepancies between your order and the goods received must be flagged in within 2 days of receipt of the items.
If a consumer or business account wishes to cancel a web order there will be no charge for doing so if you email us quoting the order reference number or your PO number, before the item is dispatched.
If the item has already been dispatched, then the best advice is do not open it when it arrives. Customers may then arrange for it to be returned to us (at your expense) within 14 days of the goods arriving. Please ensure that your item is adequately re-packaged, preferably using the original outer packaging, otherwise a re-stocking fee of 25% may be applied.
The goods must be un-used and be received by us in a re-saleable condition including all accessories, packing etc. within fourteen days of the goods being signed for by the customer. You will be required to organize and pay for the return delivery and you should arrange insurance against loss or damage to the goods whilst in transit otherwise these could be your responsibility.
In the event that we, at our absolute discretion, agree to accept the return for credit of unwanted products, the Goods must be returned with our prior written agreement within fourteen days of delivery. The Goods must be unopened, with the manufacturers' seals intact and in perfect re-saleable condition. All non-faulty returns are liable to a 25% restocking fee, unless incorrectly supplied by IT Devices. Incorrectly supplied items must be returned in their original condition, or a re-stocking fee of 25% will be charged. Original condition: accessories, manuals, software, and warranties must be enclosed in their original packaging and be undamaged. Securely re-package the item/items in the same way they were sent to you.
If you should encounter a fault, please raise an RMA request by agreeing to the terms and conditions below. You will need to quote our order number, the date of purchase, and the serial number of the faulty item. Once IT Devices has confirmed that the faulty product is still under warranty, one of our engineers will try to resolve your problem over the phone or via remote access.
If the problem persists, an RMA Number will be issued, and you will need to follow our standard RMA procedure. Once the item has been returned, IT Devices will test it and fix the problem. If the item cannot be repaired, IT Devices will send out a replacement. Replacement hardware may be either new or equivalent to new and be identical or equivalent specification.
If goods are visibly damaged on receipt, it's very important to sign for the goods as damaged on arrival with the courier, and then contact us immediately at 866-585-5130.
(If items were damaged in transit, we request that you report it to us within two working days of delivery.