How do I return an item?
Note: Filling out this form does not guarantee or imply approval for a return authorization. Completion of this form will send the necessary information regarding your order to customer service for review. After your form is submitted you will be contacted within 24 business hours regarding your RMA.
Any order that is cancelled prior to the item(s) shipping will carry a 5% fee to cover credit card costs. Any order that is cancelled after the item(s) have shipped, please refer to the restocking info below.
Restocking Info Any non-defective unopened item that is returned (wrong item, for example) has a 15% restocking fee. The 15% fee is to cover credit card fees, processing, and order handling. Items that have been opened but are not 100% complete are subject to a 25% restocking fee. Simply, the 25% restocking fee exists because we cannot sell an open box item as new; therefore, the item is discounted accordingly. Items returned that are missing any packing material or components are subject to a restocking fee of up to 30%. If the return is missing the majority of packing, product, or components the return will be refused.
*Buyer is responsible for all shipping charges on returned items, unless Horizon Engineered Solutions is at fault.
Some items are returnable through Horizon Engineered Solutions and some items are not. Some brands are not returnable to Horizon Engineered Solutions due to the manufacturer's policies and restrictions. Other manufacturers not listed may also have similar policies. In the event that a defective item is received from one of the above manufacturers, please contact the manufacturer directly. Please contact the manufacturer for warranty information, as well. Please contact Horizon Engineered Solutions if you would like information about warranties and return information before purchasing your merchandise.
Other items come with a Money Back Guarantee. In the event that one of these items is returned, Horizon Engineered Solutions is not responsible for this return. Users should contact the manufacturer directly in these circumstances.
Unless Horizon Engineered Solutions is contracted for installation or support services, Horizon Engineered Solutions will not assist in the installation or configuration of products under any circumstances. Horizon Engineered Solutions may provide firmware/software updates and manuals subject to availability.
Note Absolutely no software or license keys are returnable.
To return an item that is returnable, please contact a Horizon Engineered Solutions customer service representative either via phone (262) 408-5583 during regular business hours (8 am to 5 pm CST) or fill out our RMA Form online before shipping product back to Horizon Engineered Solutions, items received without an RMA number will be refused by our warehouse. Following the RMA procedure will help to expedite and ensure the proper action or credit upon processing. You will be issued an RMA (Return Merchandise Authorization) code that will be used for your return. For further expedition, when requesting your RMA, please have the following information handy:
- Customer Number
- Invoice Number
- Serial Number
- Reason for Return
- Action Requested (Replacement/Return/Repair/Credit)
- Whether or not the box has been opened or if it is still factory sealed
In order to receive full credit for merchandise, all returns must be received in original condition and packed in the carton as if from the Manufacturer (this includes all foam padding or bubble wrap, all manuals, blank warranty cards, accessories, and/or other documentation included with the original shipment). RMA approval is contingent upon receipt of 100% complete products, among other things.
Customer is responsible for shipping charges to Horizon Engineered Solutions. Products can be returned if in applicable amount of time after purchase. After this time, product is considered acceptable by customer and cannot be returned.
Note Software cannot be returned under any circumstances.
Customer is responsible for all risk of loss or damage incurred during shipping. For this reason, Horizon Engineered Solutions strongly recommends using only insured parcel post for delivery.
Customer is responsible for shipping all returned items back to Horizon Engineered Solutions.
No orders older than 30-days from date of purchase will be considered for return for credit.
Refurbished items are not returnable unless proven defective. If found defective refurbished items can only be exchanged for the same item.
Horizon Engineered Solutions reserves all other rights.