Genuity Returns Policy

A. General Return Policy

Generally, most physical products sold in the US by Genuity ("Seller") are subject to a 30-calendar day return policy, measured from the date of invoice ("Return Period"). Due to restrictions imposed by the Original Equipment Manufacturer ("Manufacturer"), virtual products are non-returnable, except as outlined in Section "C" below.

For all product returns, manufacturer restrictions apply. To ensure compliance with international trade regulations, there may be additional conditions or required customs documentation for returning products to the seller. This may include items subject to export control laws. Further details are available upon request.

All items must be returned in their original packaging, along with all components that were delivered, including packing materials, cables, blank warranty cards, manuals, and accessories.

Manufacturer Warranty: Manufacturer warranties remain unchanged by this return policy. After the Return Period, customers should directly contact manufacturers regarding any returns.

At Genuity, we prioritize your experience. Should you have any inquiries or require assistance, please contact your Account Manager or reach out to Customer Support using the information provided below.

US:	• Phone: (866) 782-4239 • Email: returns@gogenuity.com

B. Returns Process

All product returns require written authorization from the Seller, are subject to manufacturer restrictions, and are at the Seller’s discretion. Returns will be accepted by the Seller only with a Seller-approved Return Authorization (RA) number. Upon approval of the RA, products must be received by the Seller within ten (10) calendar days. Customers can obtain an RA number by providing the following information to the Seller:

• Customer name
• Invoice number
• Product (with serial number if applicable)
• Quantity
• Reason for return
• Package condition (open box, Manufacturer sealed, defective with original packaging, etc.)
• Manufacturer tech support case number (when required by Seller)

If a Product is returned without a valid Return Authorization (RA) or after the specified timeframe following the RA request, it will be declined, and no credit, replacement, or exchange will be provided.

C. Return Exceptions, Restrictions, Shipping Cost, & Restocking Fee

Restocking Fees: If a product is returned outside of the stipulated return period or for reasons other than a defect or error attributable solely to the seller (for instance, if the product is no longer required or desired by the customer), the seller reserves the right to impose a restocking fee. This fee may amount to up to 15% of the original billed price of the product. The fee is intended to cover costs incurred by the seller in processing the return and preparing the product for resale. The restocking fee will be deducted from any credit issued to the customer for the returned product, or, if applicable, charged to the customer in a subsequent invoice.

Return Shipping Costs: The Seller will cover the return shipping costs for returns resulting from the Seller's error (such as a defective product or incorrect item shipped). For all other returns, the Customer will be responsible for the return shipping costs.

Product No Longer Needed: A credit for the original amount will be issued if the product is returned within the Return Period in Section "A." Restocking fees may apply.

Damaged or Defective Products: For issues related to packaging or product damage during transit, please refer to Section “D” below.

For all other Damaged or Defective Products: If returned within the Return Period (See Section “A”), Seller will exchange the Product or provide a credit for the original amount. Seller covers shipping costs for replacements and exchanges, using reasonable efforts to match the original method. Products not returned within the Return Period cannot be returned or exchanged. If the Product is found non-defective, Customer may incur a restocking fee, or the Product may be returned at the Customer's expense.

Custom Orders: Products that are specially ordered, staged, or configured to customer specifications are neither returnable, cancelable, nor eligible for credit, replacement, or exchange, unless explicitly agreed upon in writing within the order documentation. If the seller grants an exception and accepts the return, a restocking fee may be applied. No credit will be issued for the original delivery, installation, and configuration charges for such products, and a de-configuration charge will be imposed where applicable.

Virtual Products: Due to Manufacturer restrictions, virtual Products, such as software, licensing, warranties, and electronic deliveries, are considered non-returnable.

D. Lost or Damaged in Transit, Inspection

Damaged Packaging: If the product's unopened box or external packaging is delivered to the customer's location in a damaged state, the customer must:

1. Kindly note the damage on the carrier's delivery record to enable the Seller to file a claim.
2. Retain the damaged product in its original condition, along with the original box and packaging it arrived in.
3. Promptly provide the Seller with photographs of the damaged product and its packaging.
4. Notify the Seller within fifteen (15) calendar days from delivery to arrange for the carrier’s inspection and pickup of the damaged product.
5. Ensure the damaged product remains at the original delivery location. Any shipment of the damaged product to another location will result in a denied claim.

Incorrect/Damaged Products:

1. The customer should immediately inspect the outer packaging and Products for any errors or damage, verify that the correct items were sent, and check the Manufacturer’s part or serial number, if applicable.
2. If there are any discrepancies, the Customer must note them on the freight carrier’s documentation and inform the Seller within fifteen (15) calendar days of receiving the Product. Otherwise, the Customer will be deemed to have accepted the Product as-is and will bear the cost.

Lost Products: If a shipment is not received as expected, please notify the Seller within ten (10) calendar days of the anticipated delivery date. This allows the Seller to file a claim for the undelivered products. If notification is not provided within this timeframe, the Seller will not be responsible or liable for the non-delivered products.