Return Policy -Archived 2022-March-13 01:11 PST

Return Policy

 
 

Revised: 2022-March-13 01:11 PST

Return Policy

On all products unless otherwise explicitly specified in the item listing, there are no refunds for buyers' remorse reasons if the buyer's total dollar value refunds exceeded, or would exceed if a refund was granted, 10% of lifetime gross sales, including first time buyers.

Buyers assume all risks of non-defective parts not fitting correctly or not being suitable for their intended purpose.

Before returning any item, it is necessary to obtain a Return Merchandise Authorization (RMA) number. No returns will be accepted without an RMA number. To open a new return login to your account and open a return request. Then, email us with photos and other evidence supporting your Return request. If you experience fitment issues take photos and send it along with your RMA.

We accept no responsibility or obligation for products returned without RMA approval.

All items sent without an RMA approval are the responsibility of the buyer to pay for return shipping. If no return shipping is arranged by the buyer then after 30 days from receiving it the product will be destroyed or liquidated.

When emailing us please include the following information:

  1. Problem statement. Describe the problem with the item, how to repeat the problem, what steps you took to troubleshoot the problem. Take photos of the problem.
  2. Before requesting a return for defective product contact the manufacturer and work with their technical support people and exhaust all troubleshooting steps with them. If the manufacturer determines the item is defective get their case number confirming it is defective and include it in your rma request email to us.
  3. Manufacturer case number confirming that you completed all troubleshooting steps suggested by the manufacturer and the manufacturer reasonably believes the item is defective and needs to be repaired or replaced. 
  4. The date you purchased your item from Crypto Computing
  5. The Item Product Name, Manufacturer Product Code, UPC Code, Serial Number.
  6. Your Purchase Order Number (PO#) from your original purchase with us.The original invoice must be provided.
  7. Our sku code for your product
  8. Final shipping dimensions and weight for the items you will have picked up or dropped off by the carrier service.

All Memory (RAM), all hardware used under heavy load continuously 24/7 to mine cryptocurrency, all overclocked or under-clocked hardware, all hardware modified from its original manufacturer's design, motherboards with bent pins or obvious signs of physical damage, and all over-volted or under-volted hardware is non-returnable & non-cancellable. Software may be returned for replacement only. Software cannot be returned for credit or refund.

Non-Defective Product

There are NO returns for opened, used, incomplete, or damaged non-defective product for non-warranty related reasons unless approved by the manufacturer or our distributor. This follows all distribution and manufacturer policies and therefore no exceptions can be made.

If a return for non-defective product is accepted then all non-defective returns are subject to a 15% minimum, $ 40.00 minimum, restocking fee, whichever is greater up to a maximum of 50% restocking fee depending on how poor the resale value of the condition of the item is which you sent back. To reduce the chances of a restocking fee returns for non-defective product must be unopened, unused, sealed, in its original packaging, full and complete.

There is no restocking fee on all items returned within 7 calendar days of receipt if returned in brand new condition. Product must be unopened, unused, unopened, in its original sealed packaging, full and complete. 

Item is faulty or it's the wrong item

If the item you received doesn't match the description in the original listing just send it back to us in the original condition it was sent to you and we will either refund your money, offer you a partial refund, provide you store credit for a full or partial amount, or send you the correct item that you originally ordered.

If the item becomes faulty or damaged after being used within the first 30 days, you're covered under our return policy. Just send it back to us. If it is dead on arrival/faulty on arrival Crypto Computing will provide you a replacement unit under the manufacturer's warranty for the exact same item that you purchased. If it arrived damaged you have contact us immediately to file a damage claim. Once your damage claim is approved we will provide you a replacement for the exact same item that you purchased.

Once you start a return for an item that is faulty, damaged, or not as described you have up to 14 calendar days to deliver it to our location. Please post a tracking number within 24 hours. The timelines are short for returns because there are deadlines on our end to return the item to the distributors. 

If you start a return claiming the item is faulty but you already used it successfully for some time, there is no manufacturer or government recall on the product, and you no longer want to own that item, Crypto Computing will consider this a buyer's remorse claim and will not provide a refund but will instead replace the item under manufacturer warranty for the exact same item at no cost to you.

Once the tracking on the product you returned shows it is successfully delivered we will inspect your item and issue your refund or replacement decision within 5 business days. Please note it may take a few days from the time we issue your refund for your payment to clear due to bank processing delays.

Again, Please allow up to 5 business days for us to inspect the item and issue a refund decision.

After you started your return, what happens next?

  • You received the wrong item, or it arrived faulty or damaged:

Here is how we may respond to your return:

  • Accept your return and offer a full refund - You'll return the item and we issue you a full refund, including the original shipping cost. We will also pay for the return shipping.
  • Offer you a partial refund and let you keep the item - This can be a good compromise when you're not completely satisfied with your purchase - for example, if it arrived with a minor scratch - but you're happy to keep it.
  • Offer you a replacement or an exchange - We may offer you the option of returning an item for a replacement or exchange instead of a refund.
  • Send you a message - We may ask you for some more details about your return request.
When we reply we'll send you an email with details of the next steps. Please allow up to 5 business days for us to inspect the item and issue a refund.
  • You changed your mind about an item (For items that explicitly states returns are allowed)
Here is how we may respond:
  • Accept your return request and offer a full refund - You'll return the item and we offer you a full refund - depending on our return policy for that specific item.
  • Offer you a Partial refund and let you keep the item - This can be a good compromise when we don't accept returns, but want to offer you a gesture of goodwill - say if you ordered the wrong thing by accident.
  • Offer you a replacement or an exchange - We may offer the option of returning an item for a replacement or exchange instead of a refund.
  • Decline your return request - We can decline your return request if you changed your mind about an item and/or the item does not explicitly state that you can return it because you changed your mind.
  • Send you a message - We may ask you for some more details about your return request.
When we reply we'll send you an email with the details of the next steps.

 Defective Product due to Manufacturer Defect/Warranty Returns

Physically damaged product will not be covered by the warranty.

Within 30 days from date of purchase if a product is determined to be defective due to a manufacturing defect Crypto Computing will handle the warranty service between customer and the manufacturer during the manufacturer warranty period in obtaining a Return Authorization Number from the manufacturer and providing all logistic requirements such as providing you a prepaid return label. If applicable, Crypto Computing issue you a replacement product following manufacturer policies and guidelines.

Crypto Computing reserves the right to determine whether a product is defective at its sole discretion. Return instructions will be provided and it is the responsibility of the client to return the products in a timely manner to the shipping location provided to you in your RMA instructions. You have up to 8 calendar days from when the RMA number is approved to have it delivered to the address provided in your RMA instructions.

All returns are subject to the conditions outlined in the RMA approval. Failure to comply with the conditions will result in the refusal of the return at the customer's expense. Shipping charges on declined, rejected, and non-approved returns are extra, and are the responsibility of the customer to pay.

In some instances, the manufacturer may request that the return/replacement/ repair is to be taken care of with them directly, at which time we will provide that instruction. In some cases, to help facilitate a return, we may instruct the client to contact the manufacturer directly to obtain a case number that confirms the item is defective. Items found to be non-defective, will be returned to the client at their expense.

Credits may take up to 10 business days to be processed after receipt of the returned merchandise. A credit will not begin processing until we have received the returned product.

After 30 days from the purchase date all product is covered by the manufacturer warranty policies directly. Please contact the manufacturer directly.

All products sold are intended for sale within Canada. Product exported outside of Canada may not be covered under any warranty by us or the manufacturer. Please confirm with us prior to purchasing what the warranty policy details are for products shipped outside of Canada before committing to buy that product from us for export.

If an identical replacement is no longer available, an equivalent specification of the product will be offered or a gift card will be issued with the current value of the equivalent replacement product.

If Crypto Computing decides to replace the product or provide a gift card, merchandise must be returned to the store before the process begins.

Crypto Computing may use refurbished parts to complete some replacements. We will either replace your product with a new, re-manufactured, refurbished or a product of like kind and quality that performs to the factory specifications of the original product.

 

Special Notes

Crypto Computing does not offer warranty on the following categories:

01. Office equipment
02. All refurbished Products not covered by manufacturer's warranty for refurbished products
03. All consumables, such as batteries, printer head, drum unit, belt and toners, disks, and projectors bulbs
04. All software and video games
05. All Final Sale and clearance items
06. Any external bundle items
07. Backup data services
08. Software and data losses or damages
09. Later upgrades or add-on components and defects caused by such components
10. Non hardware issues such as virus/spyware infections
11. Misuse, physical damages
12. Has been repaired by an unauthorized third party
13. Incompatibility issues after installing new hardware or software
14. Printers are non-returnable if consumables have been opened
15. Accidental or intentional physical impact, misuse or abuse, spilled liquids and burn marks.
16. Loss or damage resulting from external causes such as, but not limited to, negligence or accidents, spillage, defective or inadequate wiring, outages as a result of public utility company action or inaction, fire, flood, windstorm, hail, lightning, earthquake, theft, misuse or abuse or by connection to other products not endorsed for usage by the manufacturer.
17. Fire, exposure to weather, natural disaster or battery leakage (batteries for laptops, netbooks, cameras, cell phones, cordless phones and any other disposable type of product).
18. Improper use or failure of any electrical source (e.g. power surges).
19. Damage to electronic files and software, including damage caused by repairs under warranty or service plan (it is your responsibility to backup all data residing on any product prior to delivery of the product to us, under warranty or service plan), consequential or incidental damages, including, without limitation, damages for loss of use.
20. Damages caused by mishandling, tampering, modification, accident, impact, being dropped, chemical corrosion, shipping damage, sand and/or moisture damage.
21. Damage of a cosmetic nature or the cost of lost or consumable parts (including, without limitation, drums, toners, ink cartridges, consumable print heads or LCD projector bulbs).
22. Damage to any accessories or attachments not included with the basic product. (e.g. power adapters)
23. Damage resulting from modifications to any product component.
24. Loss or theft of product, software, data or accessories.
25. Any software/data loss or corruption due to system malfunction prior to, or during repair.
26. Cleaning and / or other maintenance services.
27. On-site service.
28. Restoration or recovery of CDs.
29. Consumables such as Laptop/Netbook battery.
30. Damages for loss of use.
31. External accessories such as speakers, keyboard, touch pens, mouse, carrying bag, 3D glasses, remote controls, web cam or any external bundling items.
32. Later upgrades or add-on components and defects caused by such components. Incompatibility issues of installing new hardware or software.
33. Misuse, physical damages or has been serviced by unauthorized third party.
34. Change of the original setup and hardware configurations of the system unless such modifications were performed by Canada Computers & Electronics technicians with such service records.
35. Financial, personal, or any other losses incurred during system downtime prior to, during, or after repair and/or servicing.
36. Any signs of tampering of the system, or the system had previously been opened.
37. Product with removed or altered serial numbers.
38. Normal wear and tear which includes, but is not limited to: hinges, back cover of LCD/LED screen, screen bezel and chassis, keyboard letters fading, and loose hardware or damage found at connections such as the DC jack, USB/internet connectors, and battery locking mechanisms.
39. Dead pixels or stuck pixels on Monitors, Laptops screens, Tablets and TVs.

Send the Item Back

When we accept your return, you'll receive a return label from us, or you'll be asked to purchase a label directly from the carrier. Who covers the shipping cost depends on why you're returning it and our return policy for that specific item which you purchased.

If you're returning an item because it doesn't match the listing description, or arrives damaged or is dead on arrival, then we are responsible for the return shipping costs. If you changed your mind, you'll need to pay for the return shipping.

You'll also receive a date by which you should ship the item back. This date can be found in the details of your return request, and will be sent to your email address. If you don't ship the return by that date, we may close the request and you will not receive a refund.

When you send your item back make sure a tracking number is added to your return request to avoid delays or issues in the refund process. Make sure you the RMA number is clearly visible on the outside of the box.

If the return is being shipped and no tracking number is posted to the return you should manually add tracking details to the return.

Keep in mind that the condition of the item you send back to the seller is very important, so repack it carefully. If you return the item used, damaged, missing parts, or damaged during return shipping because it wasn't packaged correctly, Crypto Computing may deduct from your refund to cover the loss in the item's value.

Please allow up to 5 business days for us to inspect the item and issue a refund decision.

Get Your Refund

Once we receive the item back from you, or once we agree to refund you and let you keep the item, we will issue you a refund within 14 business days. When we do, you'll receive an email letting you know.

It usually takes 3 to 5 business days for a refund to go through. If you funded your with an E-Check Payment this can incur a very long time to process and clear. If you paid with a credit card, it may take up to 30 days to process, depending on your card provider.

All returns for refunds will be processed with the original method of payment.

Cancelling a Return Request

If you've changed your mind about a case you've opened, and no longer want to return your item, it's easy to cancel your request. All you need to do is email us and let us know that you want to cancel it. It's important to make sure you're certain you ant to cancel a request, as you won't be able to re-open a case once it's been closed. 

Misuse of returns or the Money Back Guarantee

This store tracks your rate of returns and how much it costs us to service your account. Engaging in activity as described in the abusive buyer policy may result in a range of actions, including issuing warnings to buyers, blocking buyers from requesting returns or refunds on our Stores, blocking buyers from opening claims, the loss of our Money Back Guarantee coverage, and account suspension.

Activity that is not allowed includes, but is not limited to:

  • Opening duplicate requests using other buyer protection programs
  • Colluding or attempting to collude with us to wrongly declare an item's value for customs
  • Filing a charge-back after receiving a refund
  • Claiming an item was not received when there is proof of delivery to the buyer's address on the Order Details
  • Falsely claiming an item was not as described
  • Returning an item other than the original item received. Some items have a serial number and that serial number must match the original serial number.
  • Using or damaging an item and then returning it to us
  • Having a return rate that exceeds 10% of all gross sale dollar value per rolling 12 month period

Condition of Returned Items Policy

If you return an item it should be returned in the same condition in which it was received, and it should include all items that were in the original package.

If you return an item to us that is used, damaged, or missing any parts, or is damaged during return shipping because it wasn't packaged correctly, we might deduct from the refund to cover the amount of loss.

If the item is no longer in the exact same condition as when you received it, we might deduct some portion of the refund to cover the loss of value.

If the item was damaged due to it being insufficiently packed and protected for shipping, then we might deduct a portion of the refund for loss of value.

Buyers may be liable for loss in value of the item if it's returned in a different condition from how it was received, or if the item is not packaged securely to prevent damage in shipment. In the event that an item is not returned to us in the same condition, we might deduct the amount of loss and give you the buyer a partial refund.

Returned items that do not meet the below criteria may be subject to less than a full refund of the item's value. To be eligible for a return the exact item you purchased must be returned.

General Return Requirements

Same or unaltered condition (not an exhaustive list):

  • Unused, unaltered, with no damage or signs of use outside of the listed item condition or how it was received
  • All Parts must be intact
  • Must be returned with original product packaging: boxes, UPC's, Serial Number stickers, bags or any items used to wrap and protect the item
  • Must include all items that were included in the original package, such as cords, cables, remote controls, manuals, warranty and rebate cards, free gifts or bonus items
  • The serial number must match what was originally shipped out to you
  • Software Physically shipped: The factory seal must not be broken.