Return Policy
US Tech Devices, Inc. is committed to providing dependable technology products and responsive customer service to businesses, government agencies, educational institutions, healthcare organizations, and other customers throughout the United States.
Because many products are sourced through manufacturers, authorized distributors, and specialized technology supply channels, return eligibility may vary by product, manufacturer, distributor, licensing status, configuration, and condition. This Return Policy explains the requirements applicable to products purchased from US Tech Devices, Inc.
1. Company Information
US Tech Devices, Inc.
8600 Shadwell Dr Unit 10
Alexandria, VA 22309-4630
United States
Phone: 800-571-4174
Email: sales@ustechdevices.com
CAGE Code: 9SMN9
DUNS: 056961859
Unique Entity ID (SAM): SL7DR58VLH84
2. Return Authorization Required
Customers must contact US Tech Devices, Inc. before returning any product.
Products returned without prior authorization may be refused, returned to the customer, or subject to additional processing charges.
When a return is approved, US Tech Devices may issue a Return Merchandise Authorization (RMA) number or other return instructions.
The RMA number must be clearly referenced on the return shipment when requested.
3. Return Eligibility
Return eligibility is determined based on:
Product type
Manufacturer return policy
Distributor return policy
Product condition
Packaging condition
Date of purchase
Product availability
Whether the product was specially ordered
Whether the product was configured or customized
Whether software or licensing has been activated
Whether the product is subject to manufacturer restrictions
Approval of a return request is not guaranteed.
4. Condition of Returned Products
Unless a product is defective or an exception has been authorized, approved returns must generally be:
Unused
Uninstalled
Unmodified
Undamaged
Complete
In resalable condition
In the original manufacturer packaging
Accompanied by all accessories
Accompanied by manuals and documentation
Accompanied by cables, adapters, media, and components
Free of permanent markings
Free of customer asset tags
Free of passwords or security locks
Free of missing serial-number labels or UPC labels
Products returned with missing packaging, components, documentation, accessories, or damaged packaging may be refused or subject to additional charges.
5. Return Request Timing
Customers should submit return requests as soon as possible after receiving the product.
Return eligibility may be limited by manufacturer or distributor return windows. Certain products may have substantially shorter return periods or may become non-returnable immediately after shipment, activation, registration, configuration, or procurement.
Customers are encouraged to inspect all products promptly upon delivery.
6. Non-Returnable Products
The following products are generally non-returnable, except where required by law or expressly approved by US Tech Devices:
Special-order products
Custom-configured systems
Build-to-order products
Manufacturer-configured products
Products specifically procured for a customer
Large-volume project orders
Clearance products
Discontinued products
End-of-life products
Open-box products sold as such
Electronic software licenses
Downloadable software
Activated licenses
Subscription products
Cloud services
Support contracts
Maintenance agreements
Warranty extensions
Digital products
Product keys
Activation codes
Registered products
Consumable products
Opened hygiene-sensitive products
Products subject to manufacturer non-returnable restrictions
Products designated as “NCNR,” “Non-Cancellable/Non-Returnable,” or equivalent
Products identified as non-returnable on the quotation, invoice, purchase order, or product page
7. Software, Licenses, Subscriptions & Digital Products
Software, electronic licenses, subscriptions, cloud services, activation keys, support agreements, and digital products are generally non-returnable once:
Delivered electronically
Activated
Registered
Provisioned
Assigned
Downloaded
Issued by the manufacturer or publisher
Customers are responsible for verifying the correct:
Manufacturer part number
Software edition
License type
User count
Device count
Subscription term
Operating system
Platform
Deployment model
Renewal period
before placing an order.
8. Special Orders
Products specifically sourced or purchased for a customer may be considered special-order items.
Once US Tech Devices has committed to the manufacturer, distributor, or supplier, such orders may become non-cancellable and non-returnable.
Special-order status may apply even if the product has not yet been delivered to the customer.
9. Defective Products
If a product is defective, customers should contact US Tech Devices promptly.
Depending on the manufacturer and product, defective products may be handled through:
Manufacturer warranty
Manufacturer technical support
Manufacturer RMA
Authorized repair center
Depot repair
Replacement
Advance replacement
Distributor warranty processing
Some manufacturers require customers to work directly with the manufacturer for warranty service.
US Tech Devices will reasonably assist customers in identifying the appropriate warranty procedure when possible.
10. Wrong Product Shipped
If US Tech Devices or its authorized fulfillment source ships an incorrect product, customers should notify us promptly.
After verification, US Tech Devices may arrange:
Return shipping
Correct replacement
Product exchange
Credit
Refund
The incorrectly shipped product must be returned in substantially the same condition in which it was received.
11. Shipping Damage
Customers should inspect shipments at the time of delivery whenever practical.
If packaging shows visible damage, customers should:
Note the damage on the carrier's delivery record
Photograph the damaged packaging
Photograph the damaged product
Retain all original packaging
Notify US Tech Devices promptly
Do not discard damaged packaging until the claim has been resolved.
Failure to retain packaging may affect carrier or manufacturer claim eligibility.
12. Concealed Damage
Damage that is not visible at delivery should be reported promptly after discovery.
Customers should retain:
Shipping carton
Internal packaging
Product
Serial numbers
Shipping labels
Photographs of damage
US Tech Devices will review the claim and coordinate with the applicable carrier, manufacturer, distributor, or supplier when appropriate.
13. Missing Products or Components
Claims involving:
Missing items
Short shipments
Missing accessories
Missing components
Incorrect quantities
should be reported promptly after delivery.
Customers should retain the shipping carton, packing material, packing slip, and shipping label while the claim is being reviewed.
14. Restocking Fees
Approved returns may be subject to a restocking fee.
The amount may vary depending on:
Manufacturer
Distributor
Product category
Condition
Packaging
Supplier charges
Return reason
Restocking fees may be deducted from any approved refund or credit.
15. Return Shipping Costs
Unless the return is caused by an error attributable to US Tech Devices or an approved defective-product claim, the customer is generally responsible for:
Return freight
Shipping charges
Insurance
Packaging
Handling
Carrier fees
Original shipping charges, expedited freight charges, handling charges, and special transportation charges are generally non-refundable.
16. Return Shipping Responsibility
Customers are responsible for securely packaging approved returns.
US Tech Devices is not responsible for products damaged during return transportation because of inadequate packaging.
Customers should use a trackable shipping method and retain shipping documentation until the return has been completed.
17. Refused Shipments
Refusing delivery does not automatically constitute an approved return.
Refused shipments may be subject to:
Return freight
Restocking fees
Carrier charges
Supplier charges
Handling fees
Customers should contact US Tech Devices before refusing delivery unless the shipment has obvious transportation damage requiring immediate refusal.
18. Refunds and Credits
Once an approved return is received and inspected, US Tech Devices will determine whether the product qualifies for refund or credit.
Approved refunds may be reduced by:
Restocking fees
Return freight
Missing components
Product damage
Packaging damage
Manufacturer charges
Distributor charges
Original freight
Non-refundable service fees
Refunds are generally issued using the original payment method where commercially practical.
Business customers purchasing on account may receive an account credit or credit memo.
19. Refund Processing Time
Refund processing begins after:
The returned product is received;
The return is inspected;
Serial numbers and product condition are verified; and
Any manufacturer or distributor requirements are completed.
Processing time may vary depending on the product and payment method.
Banking institutions and payment processors may require additional time to post refunds.
20. Serial Number Verification
US Tech Devices may record manufacturer serial numbers when products are sold.
Returned products must match the serial numbers associated with the original transaction.
Products with:
Altered serial numbers
Removed serial numbers
Mismatched serial numbers
Counterfeit labels
Modified identification labels
will not qualify for return.
21. Data on Returned Equipment
Customers are responsible for removing confidential, proprietary, personal, or regulated information from devices before returning them.
This includes information stored on:
Computers
Servers
Storage devices
Hard drives
SSDs
Mobile devices
Networking appliances
Security equipment
US Tech Devices is not responsible for customer data remaining on returned equipment.
Customers should back up necessary data and securely erase sensitive information before returning products whenever technically possible.
22. Passwords and Security Locks
Returned equipment must not contain active:
Passwords
BIOS locks
Device-management locks
Activation locks
Encryption keys
Mobile-device-management restrictions
Administrator restrictions
that prevent inspection, testing, refurbishment, or processing.
23. Product Compatibility
Customers are responsible for confirming product compatibility before purchase.
Return authorization may be denied when a correctly supplied product is incompatible because the customer selected an incorrect:
Part number
Interface
Connector
Form factor
Voltage
Operating system
Network standard
Software version
Hardware configuration
Licensing model
Our sales team is available to assist with product identification before an order is placed.
24. Government & Public-Sector Orders
Returns involving federal, state, local, municipal, educational, or other public-sector customers may additionally be governed by:
Applicable contract terms
Solicitation requirements
Purchase-order provisions
Federal Acquisition Regulation requirements
Agency-specific clauses
Manufacturer restrictions
Government property procedures
Where an applicable government contract expressly conflicts with this Return Policy, the accepted contract terms will govern to the extent of the conflict.
25. TAA and Country-of-Origin Requirements
Customers purchasing products subject to:
Trade Agreements Act (TAA) requirements
Buy American requirements
Country-of-origin requirements
Government sourcing restrictions
Contract-specific compliance requirements
should clearly identify those requirements before ordering.
If US Tech Devices supplies a product that materially fails to meet a sourcing requirement expressly confirmed in writing as part of the accepted order, contact our sales team immediately for review.
26. Manufacturer Warranty
A manufacturer's warranty is separate from US Tech Devices' return policy.
Expiration of a return period does not necessarily mean that manufacturer warranty coverage has expired.
Warranty claims may continue to be handled directly by the manufacturer according to its applicable warranty terms.
27. Exchanges
Product exchanges are subject to approval and availability.
An exchange may be processed as:
A return of the original product; and
A separate order for the replacement product.
Price differences, shipping costs, restocking charges, and supplier charges may apply.
28. Order Cancellation
Customers should contact US Tech Devices immediately if an order must be cancelled.
Cancellation cannot be guaranteed after:
Procurement begins
A supplier purchase order is issued
Configuration begins
Licensing is provisioned
Manufacturer production begins
Fulfillment begins
The product ships
Special-order and NCNR products may not be cancelled after supplier commitment.
29. Abuse of Return Policy
US Tech Devices reserves the right to refuse returns or restrict purchasing privileges in cases involving:
Repeated excessive returns
Fraudulent claims
Product substitution
Serial-number manipulation
Product damage caused by misuse
Unauthorized product modification
Missing products or components
Return of products not originally supplied by US Tech Devices
30. No Unauthorized Returns
Sending a product to US Tech Devices does not automatically create an obligation to accept the return or issue a refund.
Unauthorized products may be:
Refused
Returned to the customer
Held pending instructions
Subject to shipping and handling charges
31. How to Request a Return
To request a return, contact:
US Tech Devices, Inc.
Email: sales@ustechdevices.com
Phone: 800-571-4174
Please provide:
Customer or organization name
Order or invoice number
Purchase-order number, if applicable
Manufacturer part number
Quantity
Serial number, when applicable
Reason for return
Description of any defect or damage
Photographs when applicable
Our team will review the request and provide further instructions.
32. Policy Changes
US Tech Devices, Inc. may revise this Return Policy periodically to reflect changes in manufacturer policies, distributor requirements, business operations, or applicable law.
The version applicable to a transaction will generally be the version in effect when the order is accepted, except where a separately executed agreement or applicable law provides otherwise.
33. Contact Information
For return, replacement, warranty, or RMA assistance:
US Tech Devices, Inc.
8600 Shadwell Dr Unit 10
Alexandria, VA 22309-4630
United States
Phone: 800-571-4174
Email: sales@ustechdevices.com
CAGE Code: 9SMN9
DUNS: 056961859
Unique Entity ID (SAM): SL7DR58VLH84