1. Purpose
Extel Supplies provides enterprise-grade IT hardware with documented traceability. This policy defines our return, replacement, and warranty procedure for global B2B customers.
2. General Terms
- Applies to all purchases made directly from Extel Supplies.
- All products are sold for professional / business use.
- All returns require a written RMA (Return Merchandise Authorization).
3. Return Eligibility
Returns or replacements may be approved if:
- The item arrives damaged.
- The incorrect part number/configuration was supplied.
- The unit is non-functional on arrival (DOA) and reported promptly.
Conditions: Items must be returned in original packaging, untampered, and in resaleable condition. Software, licenses, and NCNR items are excluded.
4. Return Request Process
- Email sales@extelsupplies.com with PO number, invoice number, and issue details.
- Our team verifies eligibility and issues an RMA number.
- Items must be shipped back within 10 business days of RMA issuance.
- Approved credits or replacements are processed within 7–10 business days after inspection.
5. Restocking Fees
Standard returns for non-defective items incur a 15% restocking fee. No fee applies for verified warranty or fulfillment errors caused by Extel Supplies.
6. Warranty Coverage
- New products include the original manufacturer’s warranty unless otherwise stated.
- Refurbished / pre-owned hardware includes a 90-day Extel warranty.
- Covers repair, replacement, or credit at Extel’s discretion.
- Excludes mishandling, improper installation, environmental damage, or modified items.
7. Exclusions
- Damage while under buyer-arranged shipping.
- Software, licenses, consumables, or custom builds.
- Missing labels, removed serials, or tampered products.
8. Shipping Responsibility
Return shipping is the customer’s responsibility unless the issue is caused by Extel Supplies, in which case shipping may be reimbursed.
9. International Clients
Clients outside the U.S. are responsible for duties, taxes, customs clearance, and non-refundable logistics charges.
10. Contact
Extel Supplies LLC
📧 support@extelsupplies.com
📞 (469) 616-0406
🌐 www.extelsupplies.com