Nuo Networks Inc. — Return, Replacement & RMA Policy

Transparent, engineer-backed return authorization and manufacturer warranty processing.

1. Commercial Return Eligibility

At Nuo Networks Inc., we understand that commercial telecommunications and IT deployment requirements may evolve. To qualify for a standard return or replacement:

• Timeframe: Return requests must be initiated within 30 calendar days from the official carrier delivery date.
• Condition: Hardware must be 100% brand-new, unmounted, unprogrammed, and in its original factory packaging with all serial barcodes, seals, manuals, power adapters, and accessories intact.
• Mandatory RMA: Every package returned must have a valid RMA (Return Merchandise Authorization) number clearly marked on the shipping label. Shipments sent without prior authorization cannot be accepted at our distribution centers.

2. Step-by-Step Return & Replacement Process

⚠️ Non-Returnable Products & Special Exceptions

Due to manufacturer licensing, customization, or technical handling constraints, the following categories cannot be returned for discretionary refund:

• Cables & Cut Line Segments: Any cut bulk cable, custom fiber optic assemblies, or opened wire spools.
• Digital Licenses & Software: Cloud software licenses, firmware activations, PBX seat keys, and digital certificates.
• Custom & Special Orders: Non-stock equipment ordered specifically under project specification.
• Clearance & Outlet Stock: Products designated as final sale, liquidation, or discontinued surplus.

3. Refunds, Restocking & Shipping Costs

• Refund Method: Approved refunds are credited directly to the original payment method (Credit Card, Shop Pay, Mercury Wire/ACH). Bank processing typically reflects in 3 to 7 business days.
• Restocking Fee: Discretionary commercial returns (such as over-ordering or project cancellation) may be subject to a standard 15% restocking and inspection fee.
• Freight & Shipping Fees: Original shipping charges are non-refundable unless the return is the result of a verified shipping error or equipment that arrived defective.