RMA Policy

Westcon Group Returns

All items to be returned to Westcon Group North America (WGNA) require a Return Authorization (RMA) Number. Before being issued an RMA Number, your request for return of product will be reviewed against this policy and any applicable manufacturer regulations for product returns. Any questions regarding WGNA or manufacturer return policies should be directed to a WGNA Customer Service Representative.

Westcon Group General Returns Policy

Requests to WGNA for return of product must be made within 30 days of the date of invoice. End of life and remanufactured products cannot be returned. Configured products must be assessed prior to return. (vendor rules apply)

Defective Product:
In order for Customer Service to issue an RMA for DOA/defective product, it must be must be covered by the manufacturer’s warranty and WGNA must be able to return the product for credit to the manufacturer under their policies.  Please note that several manufacturers require that you provide WGNA with a case number or returns number issued by them prior to WGNA processing the return. Please include manufacturer case numbers for applicable products with WGNA RMA requests.

Some manufacturers require that DOA/defective product be returned directly to them. Please contact these manufacturers directly for RMA approval and return procedures.

Requests for return of DOA/Defective product past 30 days from the date of WGNA invoice must be submitted to the manufacturer for warranty replacement.

Manufacturer Return Policies for General Returns and Defective Product:
To view return policies for WGNA manufacturers, including defective products, please click here (304 KB Adobe PDF file).

New and Unopened Stocked Product:
Product must be in resellable condition, in original packaging with an outer seal that has not been opened or retaped and must still be a stocked item. Requests received in this condition within 30 days of the date of invoice will be accepted and will not be charged a restocking fee. Drop ship orders for items Westcon does not stock are not returnable unless prior approval / RMA from Manufacturer is provided. New and unopened product return requests received more than 30 days after invoice are considered to be out of policy return requests. These type requests will be considered on a case-by-case basis.

Open, Non-Defective Product:
Product with opened outer packaging, but with closed inside seals are eligible for return within 30 days of invoice. Product with marked, improperly labeled (not from the manufacturer or Westcon) or damaged outer packaging, opened inside seal, or product damage including but not limited to scratches, wear and indentations is not returnable. Returnable open box product is subject to a restocking fee of up to 25% of the purchase price. Some or all of the restocking fee may be waived at the discretion of WGNA. Product that cannot be repackaged and restocked will be returned to the customer.

Incorrect or Missing Product:
Please notify WGNA of any claims shortages or other discrepancies within 5 days of delivery.

Freight Damage:
All WGNA shipments are FOB Origin. If product is damaged in transit, contact your appropriate WGNA Customer Service team for claim handling.

Requesting an RMA Number

To place an RMA request, please proceed to the Compass E-Commerce site to locate your order under the Order Tracking section and request your RMA online. This is the preferred and most efficient way for us to process your request.

A manual process is available, but may take significantly longer to process.

Required Information:
In order for Customer Service to process your request as quickly as possible, you will need the following information when making your request:

• Contact information
• Invoice number and invoice date
• WGNA part number
• Serial numbers
• Reason for return

A WGNA Customer Service Representative may contact you for additional information regarding your return. (Please be aware of the condition of the product you are trying to return) You will be notified with the RMA Number for your return if accepted or with the reason for denial of the request.

Please note that an RMA Number does not guarantee final disposition. All returns must be received by WGNA within 45 days from the date the RMA Number is issued and are subject to inspection to verify expected condition.

RMA Shipping Guidelines

Shipping Charges:
Returns must be shipped freight pre-paid. WGNA shares the costs associated with a return for replacement, the customer pays for return shipping and WGNA pays the shipping on the replacement. Unless the return is the result of an error made by WGNA, the customer remains liable for freight charges on the original shipment.

Returns Shipping Address:
Please send all returns approved with a WGNA RMA Number to the following Returns Address regardless of original shipment origin:

• Please ensure the RMA number is clearly referenced on the shipping label.
   
• Product must be sent back in original unmarked packaging including all manuals, cables, software, internal packaging and accessories. Do not write addresses or RMA#s on the manufacturers’ packaging. Product must be over-packed in larger boxes for shipping.
   
• WGNA is not responsible for any shipping damages incurred in transit to or from the customer.
   
• Product received by WGNA that is not in the appropriate condition (including writing on original manufacturer’s packaging) will be assessed the 25% restocking fee or returned to the sender without credit.

Application of Credit:
Credit for returned merchandise will be applied to the customer’s account (less any applicable restocking charges) only after confirmation of receipt and inspection.