Return Policies and Procedures

Returns

No returns will be accepted without a valid return authorization number.  Futureware will credit your account for any defective product returned to us within 30 days of invoice date. After 30 days, return will be for repair or replacement only.  Credit will be issued for the cost of the returned product at your last invoice cost, or current price, whichever is lower.  Credit may be applied toward future purchases.  Returns for credit are subject to a 15% restocking fee and are accepted only if the product is returned within 30 days of the invoice date, is in "like-new" condition, and is complete.  Although our policies may permit a purchaser to return products claimed defective under certain circumstances, we make no warranties of any kind with respect to any products.

RMA Procedure

Call (800) 777-4650 and ask for our returns department.  You may also fax your request to (402) 333-1957 or complete our online RMA request form.  Please provide the invoice number, invoice date, part number, serial number and a the reason for return, including the exact nature of any product malfunction.  
Returned products must be packed as they originally came from the manufacturer in the original box with all manuals, cables, cords, packing materials, etc., that were included with the equipment.  Do not write directly on the box or the product itself. Please write the RMA number on the address label of all boxes being returned.  Any product returned without the RMA number will be refused.  Customers are responsible for the freight when returning the product.  Futureware will not accept COD or freight collect shipments.   Replacements for defective products will be shipped freight-free.  Our RMA department is the only department authorized to give RMA numbers, so please do not as your sales representative to do so.  No credit will be given for incomplete returns.
Requests for return fall into one of three categories; defective, dead-on-arrival, or non-defective.  Defective merchandise is product that is not operational; this does not include products that are incompatible.  DOA are typically defective producs reported within 20 days of the invoice date.  Non-defective merchandise is any product returned for any other reason other than being defective, including incompatibility.  Our policy for each of these return categories is as follows:
  • DEAD ON ARRIVAL (DOA).

      The product will be either repaired or replaced.  Please note that any claims for damage incurred during shipping must be placed by the customer with the freight carrier.
  • DEFECTIVE MERCHANDISE.

    If a product is defective and not DOA (typically over 20 days since the invoice date) and is under manufacturers' warranty, we will repair it at no cost to you for parts and labor.  Please understand that some products must be sent to the manufacturer or to an authorized service center for repair to remain in compliance with procedures outlined by the manufacturers' warranty.  Some manufacturers offer special programs which require the end-user to contact them directly.  Most of these manufacturers offer a cross-shipment replacement policy and all returns to these manufacturers must adhere to their respective return policies.
  • NON-DEFECTIVE MERCHANDISE.

      There will be a restocking fee on all products returned for any other reason other than being defective.  All non-defective returns must be complete, unused, and resalable.
If we overship or ship the wrong product, please let us know as soon as possible so we can make arrangements to have the product returned to Futureware and, if applicable, the correct product shipped to you.  We will issue an RMA number and make the necessary changes to your account.  All merchandise that is returned to rectify an overship or incorrect product shipment must be clean, in the original box, unmarked, and unopened.

APC Products.

American Power Conversion products that are defective can be returned or exchanged for 30 days from the date of purchase.  Warranty issues over 30 days from date of purchase should be directed to APC support (800) 800-4APC. Most APC products are covered under a cross-shipment replacement policy.  All returns to APC must adhere to their return policy.

HP Products.

Hewlett Packard products that are defective can be returned to Futureware or exchanged for 30 days from the date of purchase.  Warranty issues over 30 days from date of purchase should be directed to HP support (800) 633-3600.  Many of HP's products are covered under a cross-shipment replacement policy.  All returns to HP must adhere to their return policy.