RETURN POLICY

Except as otherwise agreed by Ocala Network or its affiliate (collectively referred to as the “Seller,” “we,” or “us”), the following terms and conditions apply to any Product returns. These terms are in addition to any other conditions of sale agreed upon by the Customer (“you”) and the Seller.

Return Eligibility and Process

• Returns must be requested within fourteen (14) days from the invoice date (“Standard Return Period”).
• Certain Products cannot be returned unless pre-approved by the Original Equipment Manufacturer (OEM). Customers must contact the OEM directly for authorization.
• Before returning any Product, the Customer must obtain a Return Material Authorization (RMA) number from the Seller within the Standard Return Period. To do so, the following details must be provided:
  • Invoice number
  • Product serial number
  • Reason for return
  • Confirmation of whether the packaging has been opened
• Only returnable Products will be issued an RMA Number. Returns without an RMA Number will not be accepted.

Return Shipment Requirements

• Any returnable Product must be received by the Seller’s Returns Processing Center within ten (10) days of RMA issuance. Returns received after this period may be refused.
• Products shipped without an RMA Number may be returned to the Customer at their expense, without a refund or credit.

General Return Conditions

• The RMA Number must be clearly visible on the shipping label(s) provided by the Seller.
• The original Product packaging must not be marked or defaced.
• Returnable Products must be returned with all original packaging, including warranty cards, manuals, cables, accessories, and components (collectively, “Components”).
• If any Components are missing, the Customer may be subject to a restocking fee or have the return refused.
• Products missing Components may be returned to the Customer at their expense, without a refund or credit.
• Customers are advised to use a trackable shipping method (e.g., FedEx or UPS) when returning Products.

Defective or DOA (Dead on Arrival) Products

• Most Products come with a manufacturer warranty. The OEM may require the Customer to contact them directly for repair or replacement.
• In some cases, an OEM case number may be required to process a warranty claim.
• Replacement Products will generally not be shipped until the original Product has been returned, inspected, and accepted by the Seller.
• Once the defective Product is confirmed, the Seller will either ship a replacement or issue a credit, based on the Customer’s preference.

Products Damaged in Transit

• All Products are thoroughly inspected before shipment.
• If a Product is received damaged, the damage must be noted on the carrier’s delivery record before the driver leaves.
• The Customer must retain all original packaging and contact Seller’s Customer Support or Sales Advisor immediately to initiate a damage claim.
• The following details must be provided when reporting damaged shipments:
  • Tracking number
  • Whether the shipment was signed for as damaged
  • Serial numbers for serialized Products
  • Description of the damage (shipping box, OEM box, or Product)
  • Photographic evidence of the damage

Important Note: If the shipment was sent using the Customer’s freight account, the Seller is not responsible for any loss or damage. The Customer must file a claim with their carrier.

Following these steps ensures timely processing of damage claims. If the Customer fails to report damage properly, the Product will be considered accepted as received.

Software Returns

• All software purchases are final and non-returnable.

Additional Considerations

• The Customer is responsible for all shipping and insurance costs related to return shipments unless the return is due to a Seller or supplier error.
• Any deviation from this Return Policy may result in delays in refund processing, additional restocking fees, or rejection of the return.

For further assistance, please contact our Customer Support Team.