Return & Refund Policy
Thank you for visiting the Bitfenix Ecommerce Website and purchasing. If you are not completely happy with your purchase, we will give you with all necessary assistance.
We use an online support ticket system to simplify help requests and better serve you. Every support request is given a unique ticket number that you may use to follow the status and answers online.
Please visit our customer service center by clicking here.
Please log in using your email and the ticket number provided in the email confirmation to check the progress of an ongoing support ticket.
Your item must be unused and in the same condition as when you received it to be eligible for a return. The item you’re returning must be in its original packaging.
Print and adhere the label with the Shipment ID # that we will provide to you. Please ensure that this label is placed on the carton of the returned goods so that we can identify the item and proceed with the refund. Please note that refunds for returned items will not be processed unless a label with the Shipment ID # is given.
We will evaluate your returned item after we get it and tell you that it has been received. After checking the item, we will tell you of the status of your refund. Please be aware that only the product value will be returned, with the refund shipping cost removed from the refund amount. If your return is authorized, we will provide a PayPal refund.
RMA (Return Merchandise Authorization) Return
For merchandise sent for repair or replacement in or out of warranty, you must first obtain a ticket number that we will provide you once you summit the case in our support center.
The following information is required in order to complete your RMA request: company name, contact person, phone number and e-mail, customer, ship-to address, product model number, serial number, and a brief description of the problem you are experiencing with the product you wish to return.
Upon accomplishment of your on-line application, you will receive by email later. Do not return the defective product until you have received an RMA number. Bitfenix reserves the right to refuse shipments that do not have an RMA number. If you send your defective product without the RMA number prominently displayed on the outside of the package, it will be returned to you unopened. For transceiver products, customer is only allowed to process test with transceiver product alone based on specifications declared.
All returned products will be tested by our professional technician to verify the defect complained of. However, if the defect is not established, you are responsible to pay a testing fee plus shipping fee for NDF (No-Defect Found) products. Claims for loss or damage in shipment must be made to the carrier by the customer. For your protection, we strongly recommend you fully insure your return shipment if damage. Please use a carrier that is able to provide you with proof of delivery.
The warranty period depends of the product and SKU, our product has at less 1-year warranty coverage and will be effective from the date of the purchases.
Please click here to direct you to our customer support Center.
The warranty does not apply to any product where damage has been caused by accident, abuse, misuse, natural disaster, any unauthorized disassembles, or modification. Customers will pay inbound shipping cost.
Out-of-warranty products, or damage not covered under the warranty will be charged to the customer. If the product fails forgoing conditions, we can usually repair it for very reasonable price. We’ll provide a quote including shipping charge for repair. Repairs will be performed upon receipt of payment. Customers will prepay for shipping both ways, plus parts and labor.