This document is to explain how we handle product returns.
Returns:
If a client is not satisfied with a purchase, it can be returned within seven days of the delivery for a full refund, less the shipping costs. Full refunds will only be issued if products are returned unopened and with all packaging and any other materials that were part of the original purchase.
Should an opened product be returned, a 25% re-stocking fee will be charged, provided that all the original packaging and all materials are provided with it. Should an opened item be returned without some or all of the original packaging and materials, Stratus Cloud reserves the right, at its sole discretion to levy an additional fee.
Goods returned in opened packaging need to be returned in a condition that is fit for resale. Software and consumables can only be returned if they have not been opened.
All products being shipped back to Stratus Cloud should be carefully packed in protective materials where necessary. The package should have the order number and return address clearly marked. Should a product be damaged while being shipped to our offices; Stratus Cloud will not be liable for the damages. It is recommended to insure any items that you send to us.
For all Direct Imports like Netgate / pfSense the Return & Replacement process is handled by Netgate directly. Kindly follow this link for a guide on the RMA process.
Replacements:
All products sold by Stratus Cloud are covered by the manufacturer’s original warranty, which is at least 1 year from the date of order, unless otherwise stated. Some products have longer manufacturer warranties, and we honour these warranties as well.
Should you have a faulty item, contact us and we’ll assist you by providing you with the details for the return process. In this case, the customer will be responsible for arranging delivery of the faulty item back to Stratus Cloud , but Stratus Cloud will cover the return shipping costs back to the customer.
For all Direct Imports like Netgate / pfSense the Return & Replacement process is handled by Netgate directly. Kindly follow this link for a guide on the RMA process.