Return Policy

Policy

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Returns & Refunds

In order to initiate the return process, please ensure that you have a UBINOVA approved RMA (Return Merchandise Authorization) and review your Order History to confirm receipt of the order. Once you have done so, kindly follow the steps below to proceed with the refund, exchange, or repair as required.

1. Refunds

After UBINOVA receives and inspects the returned items, a refund will be initiated. Please note that it may take approximately 7 business days to receive the refund.

To begin, please click on "Returns & Refunds" below.

Upon approval, please return the items with the RMA form.

UBINOVA will inspect the received items.

Refunds will be processed in accordance with your request.

2. Exchanges

If the replacement unit is available in stock, it will be shipped within 1 business day. In case the replacement unit is out of stock, you can check the estimated delivery time on the product page.

Please click on "Returns & Refunds" below to begin.

Begin by clicking on "Returns & Refunds" below.

Once received, UBINOVA will inspect the items.

After the repair and testing process, the items will be shipped out.

3. Repairs (within Warranty Period)

Repair service is available for most items (excluding consumables) within the warranty period. After undergoing thorough testing and verification, UBINOVA will proceed to ship out the repaired items.

To begin, please click on "Returns & Refunds" below.

After approval, return the items using an RMA form.

UBINOVA will inspect the received items.

The items will be shipped out after repair & test.

To request a refund or exchange, please submit the return request within 30 days of the delivery date. For products that are eligible for repair, please submit the repair request within the warranty period in order to qualify for free repairs. If the warranty period has expired, repairs can still be provided, but fees will be assessed on a case-by-case basis.

In order to utilize UBINOVA's return services, the items must be eligible for return or have an authorized warranty period. To determine your item's eligibility for return and the applicable warranty period, please refer to the UBINOVA Products Warranty.

FAQ

Q: Do you provide spare parts service?

A:

UBINOVA offers a spare parts service to ensure the uninterrupted operation of your network and business. The details of the service are as follows:

1. Spare Parts Service Description: This service allows customers to receive replacement hardware in advance when it is determined by UBINOVA that spare parts are required. A Return Merchandise Authorization (RMA) number will be generated. The replacement equipment may be new or of equivalent performance and reliability.

2. Customer Responsibility: To ensure optimal support and service, customers are required to return the spare parts to UBINOVA within 15 days of receiving the replacement or repaired product. Customers are responsible for any damage or loss of parts during transit. Failure to return the equipment within the specified timeframe or if the returned equipment does not meet UBINOVA's acceptance criteria, UBINOVA reserves the right to charge the customer the list price of the provided spare parts.

3. How to Request: Customers can request spare parts by contacting their account manager via email or by submitting a request through the Spare Part Request system.
Q: If I encounter situations where items are lost, missing, incorrect, or damaged, do I seek compensation?

A:
You can submit a Return/Refund request within 7 days from the successful delivery or from the date of accepting the item. If the delivery is unsuccessful, please make your request within 30 days from the shipment date of your order. We will make every effort to review and make a decision on your claim within 7-10 business days. For more information, please contact your account manager.
Q: How should I handle returns?

A:
Once your return has been approved, you will receive an RMA (Return Merchandise Authorization) form to facilitate the return process. The RMA form will provide instructions on how to return the items in accordance with the approved return. Please follow the instructions on the RMA form carefully to ensure a smooth and successful return. If you have any questions or need further assistance regarding the return process, please feel free to contact our customer service team.
Q: How do I handle returns if I have not registered or submitted an order via email?

A:
You can return an item through Product Return Request.
Q: 1. Do I need to pay for return shipping or customs fees?

A:

If the return is a result of an error on UBINOVA's part (such as receiving an incorrect or defective item), UBINOVA will cover all shipping costs. However, if the return is not due to an error on UBINOVA's part, you will be responsible for the return shipping cost.
For international orders, there may be customs duties involved during import and export. If the items are being returned from abroad and the return is a result of our error, UBINOVA will cover the customs duties.
Please note that unauthorized returns or items that are not eligible for return will be rejected or shipped back to you at your own expense.
Q: Do I need to pay a return fee when returning goods?
A:
Whether you need to pay the return fee for returns submitted within 30 days after delivery depends on the return situation listed below.
- Your Return
  
  You Receive
- If a product with good appearance and complete accessories is returned due to product defects or quality issues, a full refund can be obtained.
  
  If returned due to delivery errors, omissions, or receipt of products other than those you ordered, you can receive a full refund.
  
  If the returned product is unopened and packed in the original packaging box with complete accessories, a full refund can be obtained.
  
  Thorough refund
- If the product has been unpacked but still has complete accessories, no defects or quality issues, a refund of 85% of the purchase price of the product can be obtained.
  
  85% ofthe items' buying cost
- Any returned merchandise and external condition that is compromised as a resultof customer misapplication, or absence of integral elements.
  
  The ultimate repayment amount will be determined by UBINOVA in accordancewith the actual scenario, up to 85% of the products' original price.
It should be noted that:
The return fee includes applicable sales tax, value-added tax, and goods and services tax, but does not include shipping and other expenses.
If the return is due to UBINOVA's responsibility, the shipping and import duties will be borne by UBINOVA; Otherwise, these costs will be borne by you.
Applicable Provisions of Law:
Please comply with applicable legal regulations. If prohibited by law, this return fee clause does not apply.
Q: If I meet the conditions for a free return, how can I handle the return?

A:
After your return request is approved, you can find and print the free return shipping label on the "Return Detail" page. If you are unable to find the shipping label, please contact your account manager to obtain the corresponding shipping label. Your account manager will provide you with the necessary support and ensure that you can successfully complete the return process.
Q: How can I receive a refund?

A:
Normally, we will refund the returned products according to the method of your initial payment. This means that if you use a credit card to pay for the purchase, we will refund the payment through the credit card; If you use Alipay or other online payment methods, we will return the amount to your payment account.
Please note that the use of UBINOVA points may be subject to certain limitations and conditions. For specific points usage rules, please check or consult the customer service department on the UBINOVA website for detailed information.
If you have any special requirements or questions regarding the refund method, please feel free to contact our customer service team at any time. We will do our best to meet your needs and provide assistance to you.
Q: How will I get help？

A:
We are always willing to assist you. If you have any questions, you can check the FAQ first or feel free to Contact Us at any time.