Returns Processing policy

To request a return order, you will need to provide the following information:

• Invoice Number,  Order Number or Customer PO Number
• Part Number or Manufacturer Part Number
• Reason for Return
• Product condition
• Serial Number (if the product being returned is serialized)

The following search methods will be available to help you locate an invoice so a Return Order can be created:

• Invoice Number
• Purchase Order Number
• Serial Number
• Product Number
• Order Number
• Customer PO Number

Returns Shipping Information:

If the return order is approved and you purchased from TCP/IP Solutions, LLC (Commercial Sales), please return the product with the return order number on the outside of the shipping box to:

(Provided upon request)

We will provide you specific return instructions, including return address once the RMA is approved by our distributor.

Basic Returns Guidelines

All product returns must meet TCP/IP Solutions' return policies for TCP/IP Solutions to issue a return order. If TCP/IP Solutions has return rights with its manufacturers/suppliers, TCP/IP Solutions only accepts the return of products that fall within one of these categories within TWENTY-ONE (21) DAYS from the date of TCP/IP Solutions' invoice:

• Factory Sealed  (in fully re-sellable condition - i.e. no stickers, markings, etc.)
• Defective or Dead-on-Arrival (DOA)
• Open and Non-Defective

IF TCP/IP SOLUTIONS DOES NOT HAVE RETURN RIGHTS TO THE MANUFACTURER,
THE PRODUCT IS NON-RETURNABLE.

Types of returns that you can request from TCP/IP Solutions Customer Service:

• Replacement  returns of products damaged on arrival -If requested, a replacement order can be created, and TCP/IP Solutions ships the replacement product as soon      as the product is available.

• Cross-Shipment returns of DOA products - If you have a net-terms open account, TCP/IP Solutions ships the replacement product immediately; you ship the damaged      product, and the packages cross in transit.

• Credit returns of undamaged products - Credit returns may be available depending on a variety of conditions. You ship the product; when it is received, TCP/IP Solutions credits your account. Custom-configured products cannot be returned for credit.

Products returned for any reason other than Dead on Arrival (DOA), Defective, or Open – Non-Defective, must be in resalable condition (no stickers, etc.), complete and unused, and the outer seal must not have been opened or re-taped. 

Product boxes that do not meet the condition specified on the return order are often not eligible for return and will be returned to the customer.

All eligible returns will receive a Credit that will be issued at current pricing or original purchase price, whichever is lower. TCP/IP Solutions will also add any fees assessed by the manufacturer.

For your Returns Order to be issued and honored, your Accounts with TCP/IP Solutions must be current.

Products Returned Without a Valid Returns Order: Products not authorized for return shall be defined as an "unauthorized return". Unauthorized returns may be returned to you at your expense or TCP/IP Solutions may, in its sole discretion, issue a credit for the current price or the cost of goods less a 30 percent handling fee. TCP/IP Solutions will not be liable for any loss or damage to unauthorized returns.

Custom Orders/Products Returns Not Allowed: All orders that require configuration or assembly of product to meet customer specifications or any product identified by TCP/IP Solutions are non-cancelable and may not be returned to TCP/IP Solutions. The customer is responsible for the full payment of the order once a purchase order has been sent to TCP/IP Solutions.

Additional Products Not Eligible for Returns:

• End-of-Life Products
• Original Equipment Manufacturer (OEM) Products

Refusal of Orders: Refused orders may be subject to a cancellation fee. Call TCP/IP Solutions Customer Support at 302-219-0224 before refusing any shipment. Failure to call may result in credit refusal, and products will be returned to you at your expense.

Hazardous Materials:

Lithium Batteries: Recalled Lithium batteries or lithium batteries that are known or suspected to be defective or damaged present a high safety risk to personnel and property and are not permitted to be returned to TCP/IP Solutions facilities under any circumstances.

Packaging and Labeling of Dangerous Goods: Items identified as dangerous goods for transport need to be packaged, marked, and labeled according to local and global regulations for the transport of Dangerous Goods including, but not limited to, IATA, IMDG, DOT, ADR, as referenced in TCP/IP Solutions’ product return policies.

These items may include but are not limited to:

• Lithium Batteries,
• Magnetic Materials,
• Aerosols or Pressurized Gas, and
• Other materials that can pose a risk to property and life.

Returns Shipping Guidelines: For TCP/IP Solutions to process your return in a timely manner, please review the information and follow the procedures outlined below:

• Use the original manufacturers' boxes and packaging.
• Package all returns to prevent damage in transit.
• All returns must have a return order number printed on the return shipping label
• Do not write addresses or return order numbers on the outside of the manufacturers'      boxes. Products must be in resalable condition to receive credit.
• All returns must be unused and include all components, accessories, cables, software, and manuals in the original shipment.
• All returns must be received by TCP/IP Solutions within 21 days from the date the return order number is issued. Return order numbers are only valid for 21 days.
• TCP/IP Solutions does not provide call tags or shipping labels for returns unless it is a TCP/IP Solutions Error.

Dead On Arrival (DOA) / Defective Returns

Provided TCP/IP Solutions has return rights with its manufacturers/suppliers, TCP/IP Solutions will accept the return of products as long as the Return Authorization is issued within TWENTY-ONE (21) DAYS from the date of TCP/IP Solutions’ invoice. 

Products that are inoperable at first use are eligible for a DOA return depending upon the manufacturer's returns policy. Certain manufacturers may require that all DOA and defective products be returned directly to them, or they may limit the return time frame after purchase. Please reach out to TCP/IP Solutions Customer Support at 302-219-0224 for more information regarding return rights.

Manufacturer returns policies are subject to change without notice.

In accordance with manufacturer policies. All original packaging, components, accessories, software, and manuals must be included with returned DOA and defective products. DOA and defective products returned incomplete may be assessed a charge for the missing items or returned to you at your expense. If you have a DOA or defective product, please call TCP/IP Solutions Customer Support at 302-219-0224 or email us at Admin@tcp-ipsolutions.com to file a case.

Technical Support: When necessary, our Technical Support department will assist you in reviewing the manufacturer's installation procedure to rule out incompatibility. Often, by offering expert technical information, they can help you avoid the time and expense of returning a product. This service may be available to you with a fee.

Sealed Product Returns: Provided TCP/IP Solutions has return rights with its manufacturers/suppliers, TCP/IP Solutions will accept the return of Sealed Product Returns products if they are returned within TWENTY-ONE (21) DAYS from the date of TCP/IP Solutions’ invoice.

All products must have been purchased from TCP/IP Solutions and your account with TCP/IP Solutions must be current.

To qualify for sealed product returns, products must be in resalable condition in new, clean (without stickers, markings, or other attachments), unopened, undamaged, original manufacturer packaging. All products must be returned with all original components, accessories, software, manuals, and registration cards.

Non-Compliant Factory Sealed Returns: All factory sealed returns that are not received in resalable condition may be subject to a 30% restocking fee AND are returned to you at your expense. Credit will be issued at current pricing.

Discontinued/Obsolete Products: Manufacturers reserve the right to limit factory sealed returns on discontinued items.

Freight Damage/Shortage Guidelines

In order for TCP/IP Solutions to process your Freight Damage/Shortage claim quickly and efficiently:

• At the time of delivery:
  • Please inspect the condition of the package(s).
  • Verify quantity and check that the part numbers are correct.
  • Damages and quantity discrepancies must be notated on the delivery receipt.
  • Signing for delivery clearly indicates that there are no discrepancies with your shipment.

• To report damages or quantity discrepancies:
  • Please contact our Customer Support team immediately at Admin@tcp-ipsolutions.com or call us at 302-219-0224.
  • Damages require pictures of all 6 sides of the box or carton upon submitting your claim.
• If you buy from TCP/IP Solutions, LLC (Commercial Sales) please ensure you have marked the POD "short" or "damaged". If the shrink wrap is not intact, please also notate that on the POD. LTL shipments received short or damaged must be notated on the POD at time of signing.

• For small parcel or LTL shipments, all damages and shortages must be reported within 5 calendar days including the date of delivery to report the claim by contacting TCP/IP Solutions Customer Support at Admin@tcp-ipsolutions.com or call us at 302-219-0224.

• Provide TCP/IP Solutions Customer Support with condition of the product, pictures of both the box and the product if damaged, tracking number, and contact name and      phone number where package is located. (Address must be the same as the      address where the product was delivered, or the claim is no longer valid and will be denied.)

• The carrier should inspect and/or pick up the damaged package, leave a call tag, pick      up receipt and return the product back to TCP/IP Solutions within 7 business days. Please keep this receipt for your records in case the product is not returned to TCP/IP Solutions.

• If the inspection does not take place, your product is not picked up, or you have not received an email label/call tag within 7 business days of your initial call, please contact TCP/IP Solutions Customer Service at 302-219-0224 or via email at Admin@tcp-ipsolutions.com. 

• Please be advised that if all the above criteria are met, there is no guarantee that      the claim will be approved. The above guidelines are to prove that the carrier has mishandled your freight and will be held responsible.