Return Policy

Last updated: 14 October 2026

1. Our 30-day return policy

You can return any item within 30 days of delivery. This policy applies to every product bought from ORM Systems, new sealed or certified refurbished, in every country we ship to. New products carry an extended ORM Systems warranty of up to 3 years and certified refurbished products a warranty of up to 90 days, as set out in our Warranty Policy; the term for your item is confirmed on your quote, order confirmation and invoice.

2. Faulty, wrong or incomplete items

If an item is faulty on arrival, develops a fault during its warranty term, does not match your order or arrives incomplete, contact us immediately. We will repair the item, replace it with the same or an equivalent model, or supply the missing or correct item; a replacement may carry a different FRU, spare or part number. We pay return shipping for faulty, wrong or incomplete items. Faults reported within 30 days of delivery can be refunded in full instead of replaced, if you prefer.

3. Changed your mind

Return any item within 30 days of delivery. Unopened items with seals intact are refunded in full, with no restocking fee. Opened items in resalable condition, with all accessories, manuals, software, warranty documents and packaging, are refunded less a 25% restocking fee. The customer pays return shipping on change-of-mind returns, and any import duties or taxes on returns from outside the dispatching hub’s country.

4. Cancellations and changes

You can cancel an order free of charge at any time before dispatch; the payment is refunded in full. After dispatch, a cancellation is treated as a return under this policy. To change delivery details or quantities, contact us as soon as possible. Back-ordered and specially sourced items are an exception, as set out in section 9.

5. What cannot be returned

We cannot accept returns of items that were not bought from ORM Systems; software, licences and subscriptions once unsealed, activated or registered; items made to your specification or personalised; opened consumables and supplies, including labels, ribbons, receipt paper, print heads, card stock and RFID tags; and items with missing, damaged or unreadable serial numbers, model numbers, part numbers or warranty labels, or with UPC codes removed from the packaging. If a manufacturer cancels a software licence, we cannot process a return or refund for it. Items returned with damaged original packaging or missing components or accessories may be refused or refunded less a 25% restocking fee. Items that have been tampered with, physically damaged or used with incorrect software are not accepted as faulty.

6. How to return an item

1. Request a Return Merchandise Authorisation (RMA) by emailing support@ormsystems.com or using the Contact Us page, quoting your order number, the item’s serial number and the reason for return.
2. We issue an RMA number and tell you which hub to return the item to. Returns are not accepted without an RMA number.
3. Repack the item as it was sent to you, with all accessories, manuals, software and documentation, in its original packaging. Write the RMA number on the outer box, not on the product packaging.
4. Send the item within 14 days of receiving the RMA number. For change-of-mind returns, use a tracked service; the item remains your responsibility until we receive it.
5. We inspect and test every return. Refunds are issued to the original payment method within 10 days of receiving and testing the item, and replacements are dispatched within 10 days.

7. No fault found

If a warranty return is tested and no fault is found, or the fault is caused by incompatibility with your setup, a USD 10 testing charge and a 25% restocking fee apply, and the item is returned to you at your cost unless you ask us to refund it on those terms.

8. Pricing, description and inventory errors

We may make errors in product descriptions, stock status or pricing. We may refuse or cancel any order affected by an error and will correct the listing. If the correct price is higher than the price shown, we will contact you for instructions or cancel the order and tell you. Any payment for a cancelled order is refunded in full.

9. Back-ordered and specially sourced items

Some products are not held in stock and are sourced from the manufacturer or an authorised distributor (for example Cisco, Dell or HPE) specifically for your order. Your order confirmation tells you when an item falls under this section. Once such an order has been placed with the manufacturer or distributor it is final and cannot be cancelled or returned for a refund, whether the item is pending, in transit or delivered. Faulty, damaged-in-transit or non-conforming items remain covered by sections 2 and 10 and by the Warranty Policy, for repair or replacement. Where a back-ordered item becomes unavailable, we refund it in full. Nothing in this section limits a consumer’s statutory rights.

10. Damaged in transit

If a delivery is visibly damaged, sign for it as “damaged on arrival” and contact us immediately. Transit damage must be reported within two working days of delivery so that a claim can be raised with the carrier; we then replace or repair the item under section 2.

11. Bundles, kits and quantity orders

Items from a configured bundle or a combo kit can be returned individually under this policy; the bundle or kit discount is then withdrawn and the refund adjusted accordingly. Returns of ten or more units of the same item are accepted by prior agreement; please contact us before returning.

12. Extended warranties

An extended warranty can be cancelled for a full refund within 30 days of purchase, and for a prorated refund of the unused term after that.

13. Return addresses and contact

United Kingdom and Europe: Attn: RMA Dept., ORM Systems, Devonshire House, 582 Honeypot Lane, Stanmore, HA7 1JS, United Kingdom.

United States: Attn: RMA Dept., ORM Systems, 12808 W Airport Blvd, Sugar Land, TX 77478, USA.

Netherlands and the Middle East: the RMA email gives the address of the hub that will receive your return.

Email: support@ormsystems.com. Phone: (+44) 800 3688 330 (UK), +1 (281) 747-5957 (USA), +31 (20) 3997439 (Netherlands), (+971) 4 323 8318 (UAE).