- Standard warranty is 12 months commencing from the shipping date.
- Warranty does not cover damages by accident, natural disaster, neglect, misuse or improper use of the equipment
- Before returning any product for repair, please follow the RMA process described below
Return Materials Authorization (RMA) Process
- Before returning any product for repair, please contact the manufacturer for technical support. If hardware is faulty, manufacturer will issue a ticket #, reference # or RMA #.
- Manufacturer will advise if item is to be returned to them or to CI Gear.
- Contact CI Gear if applicable for return instructions. Please ensure faulty units are well-packed and well-protected.
Technical Support
- If a product is not functioning as expected, the manufacturer will provide technical assistance via phone and email to rectify the issue. CI Gear technical support is also available. Please note that there may be a cost for technical support.
Dead on Arrival (DOA)
- If a product is deemed to be DOA, CI Gear must be notified within 1 week.
- RMA process will be applicable for returning the DOA product to CI Gear.
- CI Gear will will forward the replacement product immediately and bear two-way shipping charges.
RMA under warranty
- If a product is deemed to be faulty within the warranty period, Customer may return it to to the manufacturer or to CI Gear for repair via the RMA process.
- The manufacturer will repair the product (or replace at its discretion), perform functional testing, and ship it back to the Customer.
- CI Gear will bear one-way shipping charges for the repaired unit to be returned.
RMA out of warranty
- If a product is deemed to be faulty outside the warranty period, Customer must contact the manufacturer for repair.
- Customer will bear two-way shipping charges and repair costs.
International RMA
- Customer will bear two-way shipping charges for DOA return or RMA to locations outside of the USA and Canada.
Warranty Extension
- At the time of purchase, Customers may purchase an extended warranty.
- Extended warranties include parts and labor, but exclude shipping charges. Shipping costs will be the Customer’s responsibility.
Returns and Cancelled Orders
- Cancelled or Partially Cancelled Orders are subject to a 20% restocking fee or $50 whichever is higher.
- Returns are only accepted if items are unopened, unused, in original packaging and returned within a period of 30 days from date of purchase. Restocking fees apply.
- Returned items are eligible for a store credit which is valid for 12 months. Shipping charges are non refundable.
- Customer will bear shipping charges for returned items.
- Software licenses, subscriptions and support packages are non-refundable.
Evaluation/Sample Product
- Evaluation/Sample Products must be returned within 30 days in original working condition and original packaging.
- Items not returned within 30 days will be chargeable to the Customer.
- Items returned in damaged condition or with missing parts will not be accepted. Cost of such items will be chargeable to the Customer.
