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30-DAY RETURN POLICY

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RETURN POLICY

Last Updated: 2024

ORM Systems is committed to providing high-quality IT equipment, both new and refurbished, delivered in excellent condition. However, if the product you purchase is defective, incompatible, or not as expected, we are here to assist you. All products come with a 30-day replacement warranty unless stated otherwise.

Faulty Products

If your product is faulty within the warranty period, contact us immediately. We will either fix the issue or send a replacement. Replacement parts may have different FRU, spare, or part numbers from the original order.

Change / Cancellation

You can cancel an order from the moment it is placed until 30 days after receiving the product. If you need to change order details, such as delivery address or quantity, or cancel the order, contact our Customer Service team promptly.

If you cancel before we ship the product, we will refund your account without extra charge. If a product returned under warranty is found to have "No Fault" or the issue is due to an incompatibility with your setup, there will be a $10 testing charge and a 50% restocking fee.

Change of Mind / Non-Faulty Returns

Unwanted products can be returned within 30 days of purchase if they are in original condition, unopened, and with unbroken seals.

If there is no fault on our part, a restocking fee of 50% will be charged. Returned items must be in resalable condition, including all accessories, manuals, software, and warranties in their original packaging and undamaged.

Pricing, Description, and Inventory Errors

Despite our efforts, occasionally there may be errors in product descriptions, stock status, or pricing on the ORM Systems site. We reserve the right to refuse or cancel any order with such errors and correct the information immediately. If the correct price is higher than the stated price, we will either contact you for instructions or cancel the order and notify you.

Wrong / Incomplete Product

If the delivered product does not match your order or is incomplete, we will resolve the issue promptly and supply the correct product.

RMA Procedure

To return any item, an RMA (Return Merchandise Authorization) request must be raised by agreeing to the terms and conditions below. Items should be returned in their original condition with all accessories, manuals, software, and warranties enclosed in original packaging.

Once you receive an RMA number, securely repackage the items as they were sent to you, with the RMA number clearly visible on the outer box. Do not write directly on the original box/packaging. Once the goods are received and tested, we will send the replacement within 10 days.

Back-Order / Principal-Sourced Items

Certain products listed on this website are not held in stock and are procured directly from the Original Equipment Manufacturer (OEM) or authorized distributor (e.g., Cisco, Dell, HPE) on a back-order or special-order basis at the time of purchase. For such orders:

Once an order is confirmed and placed with the principal/OEM/distributor, it is final, non-cancelable, and non-refundable, regardless of shipment or delivery status.

This applies whether the item is in transit, has been delivered, or remains pending fulfillment from the principal.

The customer will be notified at the time of order confirmation (via order confirmation email/invoice) that the specific item(s) fall under this back-order policy.

This clause does not override statutory warranty rights defective, damaged-in-transit, or materially non-conforming products remain eligible for replacement or repair under standard RMA/warranty procedures, but not for cash refund or order cancellation due to change of mind.

By placing an order for a back-ordered/principal-sourced item, the customer acknowledges and agrees to this condition.

Goods Damaged in Transit

If goods are visibly damaged on receipt, sign for the goods as damaged on arrival with the courier and contact us immediately. Report transit damage within two working days of delivery.

Invalid Replacement Reasons

Replacement may be invalidated if:

  • The item is not faulty as described.
  • The item has been tampered with or is physically damaged.
  • Incorrect software is being used.

ORM Systems reserves the right to charge a 25% restocking fee if:

  • The original packaging is damaged.
  • There are missing components or accessories.

For further queries, please contact us by phone or email.

Our Return Delivery Address: Office Address:

Attn: RMA Dept.

ORM Systems

UK: Devonshire House 582 Honeypot Lane Stanmore, HA7 1JS

USA: 12808 W Airport Blvd Sugar Land, TX 77478

Technical Support: support@ormsystems.com

Phone: (+44) 800 3688 330, +1 (281) 747-5957