You may return products that are purchased directly from Mooncomputers for a credit or refund of the purchase price paid, less shipping, handling and applicable restocking fees. Any return must be within the applicable return policy period and other requirements below. If you fail to return a product within the return period, then the product is considered accepted and not returnable.
Manufacturer and Publisher Policies: Most products sold by Mooncomputers are subject to a manufacturers' warranty. Please refer to the manufacturer or publisher's website or contact them for further assistance. If a situation extends beyond the manufacturer or publisher's service centres ability to resolve, contact a Mooncomputers Account Executive or Mooncomputer’s Client Services for further guidance. Generally, products re-sold by Mooncomputers are subject to the manufacturers' or publishers' warranty that may change based on their requirements. Most manufacturers offer a one year warranty on all new hardware. Some manufacturers and publishers, however, disallow returns. The following manufacturers of hardware (not all inclusive) are not returnable: Cisco, Hewlett Packard, IBM, APC, Lenovo & Sony. The following publishers of software (not all inclusive) are not returnable: Citrix, IBM Software, Surf Control & Borland.
Damaged Products: Refuse all damaged products upon original delivery attempt. If damaged products are accepted from the carrier, then note the damage on the carrier delivery record. Save the product and the original box and packaging. Contact Mooncomputer’s Client Services within 5 days after receipt of shipment to arrange for a carrier inspection and a pickup of damaged products. Receipt of this information is necessary for Mooncomputers to file a damage claim with the freight carrier.
Order Discrepancies: Contact Mooncomputer’s Client Services within 5 days after receipt of shipment for all order discrepancies (shortages, mislabelled product or overages).
Defective/Dead on Arrival (DOA): Report DOAs to Mooncomputer’s Client Services within 10 days after receipt of the shipment. Some manufacturers and publishers require DOAs to be handled directly with the manufacturer and in those cases Mooncomputer’s Client Services will provide the contact information. All DOA returns must be 100% complete, contain ALL original boxes and packing material, have original UPC codes on the manufacturers packaging, contain all blank warranty cards, accessories and documentation provided by the manufacturer. Incomplete DOA returns will be subject to a minimum 50% restocking fee.
Hardware: Unless you have a separate written agreement with Mooncomputers, all hardware, accessories, peripherals, and parts may be returned if the packaging is unopened and still in its sealed package and returned within 30 days (if permitted by the manufacturer's return policy) from the date on the packing slip or invoice, whichever is sooner.
Software: Unless you have a separate written agreement with Mooncomputers, all software may be returned if the packaging is unopened and still in its sealed package or if the software was delivered electronically, has not be downloaded and returned within 30 days (if permitted by the publisher's return policy) from the date on the packing slip or invoice, whichever is sooner. There are no returns accepted for any software that has been opened or for multiple software licenses, unless the publisher authorizes the return.
Non Returnable Product: Please note the following products cannot be returned:
- Discontinued items
- Special order items
- Items for which manufacturers will not accept returns
- Custom configurations of systems
- Open units, units which require re-boxing
- Units in an unsuitable resale condition
- Closeout, remanufactured and refurbished products
B. Return Process
All returns must have a Mooncomputers return material authorization (RMA) number. If the return meets the manufacturer or publisher's guidelines, you can obtain a RMA number by contacting Mooncomputers below:
- Mooncomputer’s Client Services at 0870 411 2308 or by E-mail: customerservice@Mooncomputers.net
- Please have the following information on hand: Client name, invoice number, serial number (can be found on invoice), the nature of the problem and whether the packaging has been opened or is manufacturer sealed. Mooncomputers Client Services business hours are 9:00 a.m. to 5:00 p.m. GMT
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Once the RMA is issued, please note the following:
- RMA numbers issued by Mooncomputers are valid for 15 business days only and product must be received by the warehouse indicated by Mooncomputers within that time. RMA numbers cannot be extended or re-issued.
- Clearly mark each address label of each package being returned with the RMA number. DO NOT WRITE ON THE MANUFACTURERS BOX. Mooncomputers strongly recommends using a reputable shipping carrier capable of providing proof of delivery, as well as properly packing and fully insuring return shipments.
- All returns MUST be 100% complete, contain ALL original boxes and packing material, have original UPC codes on the manufacturers boxes, contain all blank warranty cards, accessories and documentation provided by the manufacturer. Incomplete returns may be returned to sender or subject to a minimum 20% restocking fee.
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