Returns, Damage and Loss Policy
Please follow these steps :
- Follow the RMA Instructions provided by the manufacturer that applies to your return.
Cambium Networks : https://www.cambiumnetworks.com/support/rma-request/
Ubiquiti : https://rma.ui.com/
IgniteNet : https://support.ignitenet.com/portal/newticket
Mimosa Networks : https://mimosa.co/legal/RMA
Baicells : https://baicells.supportsync.com/
Radwin : https://pz.radwin.com/36998.html
Mikrotik : https://mikrotik.com/rma
SAF Tehnika : https://www.saftehnika.com/en/rmaform
Grandstream : Please send an email to firstname.lastname@example.org
RF Elements : https://rfelements.com/support/rma/
ROHN : Please email email@example.com
Redline Communications : Please email firstname.lastname@example.org
KP Performance : Please email email@example.com
- Once the manufacturer approves your RMA or provides you further instructions, please forward that to firstname.lastname@example.org along with proper identifying information on the unit/s you are returning.
To begin the RMA process the following information is needed (for each device):
- Model – Serial Number - Detailed description of the problem/ Reason for return – Sales Order # (SO#)
*In order to receive full credit on a return, the devices and Original packaging must be intact and in new condition.
- After our ISP Supplies RMA team receives and reviews the information, they approve the RMA and request for you to ship the RMA or Return items in to us. Please see attached RMA Return Instructions.
- Please allow 7-10 business days after items are received by our RMA Team for testing and defaulting. They will then provide you information regarding Credit Memo amount and timeline.
We thank you for your ongoing business and trusting us with all of your network needs. Please let us know how we can be of assistance.
Fiber Optic EquipmentWe cannot accept returns of any fiber related products if the original manufacturer's seal is broken. This applies to fiber cables/jumpers and optical interface SFP's.
We cannot process RMAs for cambium products until an RMA number is issued by Cambium for the device you are attempting to return.
Devices registered through a cloud-based service must be removed from that registry before returning device to us.
Software and License
Software and licenses are non-returnable, non-refundable and non-transferrable. Once a license is issued by the manufacturer, they will not credit it back to you and we are not able to credit you as well. Therefore, know what you are buying is correct before you make a software or license purchase.
Damage in transit / Loss Policy
All shipments should be physically inspected immediately upon receipt. Do not accept visibly damaged packages unless the carrier notes the extent of the damage. Please contact us within one business day of receipt to report the damages.
Every shipment sent out by ISP Supplies is traceable via tracking numbers assigned by the freight carriers. Please keep track of the status and delivery date posted for your shipment. Shipments can be delayed and delivery dates can be pushed back for various reasons by the freight carrier. If you do not receive your shipment, please contact us as soon as possible to start an investigation and claim with the shipping carrier.
Please follow the above instructions to ensure the eligibility for credit from the freight carrier; failure to do so can result in refused replacement or compensation.
Returns for Credit
ISP Supplies will accept most new, unopened items within 14 days of delivery for a full refund. To receive full credit, the item(s) must be returned unopened in new condition with all packing material, manuals and accessories. Items that are not returned in this condition are subject to a minimum restocking fee of 25% and ISP Supplies discretion. This includes opened packaging, missing or used packing materials, missing or used accessories, writing, marking, labels or stickers to the product packaging or to the product itself.
If the item(s) you have purchased fails within the manufacturer warranty period, please contact us for instructions. Each manufacturer has different warranty policies. Ubiquiti items shoud be returned to ubiquiti as they handle RMA's directly. See their web site for details. No item may be returned without authorization. Items without an RMA number will be refused and returned at the shipper's expense.
ISP Supplies requires full payment for advance replacement item(s). When the returned item(s) have been received and evaluated, we will refund the amount paid for the replacement provided they are found to be defective. If tested good and in working condition, the item(s) will be returned back to you. If you need to return the advance replacement item, it must be in new condition with all accessories and packaging and there can be no damage to the original box.
If you buy the advanced replacement on a net terms account and the invoice becomes due before the repair is completed, you will owe for the item just like any other invoice on it's due date. There is no extension of the due date for advanced replacement invoiced items.
There is no exception to this policy. Items not received back within seven days of return authorization are not returnable.
Advanced ReplacementIf you need to initiate an RMA, email email@example.com and we will start the process.