This Refund & Return Policy applies to customers who purchase products directly through the Symply website (gosymply.com).

All returns require prior authorization in the form of a Return Merchandise Authorization (RMA) number. Returns sent without an approved RMA will not be accepted

Requesting an RMA

Website customers requesting a return must contact Symply Sales or Support using the contact details provided at the time of purchase.

Before an RMA is issued, customers may be asked to perform basic troubleshooting with a Symply technical support representative.

Symply will determine, at its sole discretion, whether the product qualifies for repair, replacement, or refund.

Information Required for RMA Requests

To process an RMA request, customers must complete a Symply RMA Request Form or provide the following information:

• Company name
• Contact name
• Contact phone number
• Contact email address
• Billing address
• Original ship-to address
• Date of purchase
• Original order number or invoice number
• Product model number(s)
• Serial number(s)
• Brief description of the issue for each item

Failure to provide complete information may delay or void RMA approval.

Delivery & Shipping Exclusions

Symply is not responsible for carrier delays. Late delivery is not a valid reason for an RMA request.

RMA Approval & Return Instructions

Once a completed RMA request is received, Symply will approve or deny the request within 1-3 business day(s), where possible.

If approved, an RMA number will be issued. Returned products must:

• Be securely packaged to prevent damage
• Clearly display the RMA number on the outside of each box
• Include a copy of the original packing slip or invoice inside the shipment

Products damaged due to improper packaging, mishandling, or misuse will invalidate both the RMA and any applicable warranty.

Symply strongly recommends that all return shipments are insured. Damage or loss during uninsured return shipments is the customer’s responsibility.

Return Shipping Costs

Customers are responsible for all shipping costs associated with returning products to Symply, unless otherwise agreed in writing.

Any unauthorized shipping charges billed to Symply will be rejected or billed back to the customer.

Return Timing & RMA Expiration

RMA numbers are valid for 15 calendar days from the date of issue.

Products must be received by Symply within this period. Returns received after the RMA expiration date are considered unauthorized returns and will be returned to the customer at their expense. No refunds or exchanges will be offered and the original invoice remains due in full.

Good Part Returns (Non-Defective Products)

Requests to return non-defective (“good part”) products must be made within 15 days of delivery.

If approved:

• Products must be received within 15 days of the RMA issue date
• Customers are responsible for both outbound and return shipping costs
• Restocking fees may apply:
  • Up to 25% for new products
  • Up to 15% for refurbished products

Shipping charges are non-refundable.

Missing or Invalid RMA Numbers

Returns received without a valid RMA number clearly marked on the exterior of each box will be treated as unauthorized returns and returned at the customer’s expense. No refunds or exchanges will be provided.

Out-of-Warranty Returns

All returned products are verified against the original purchase date and warranty coverage.

Products returned outside of warranty are considered unauthorized returns and will be returned at the customer’s expense. No refunds or exchanges will be offered.

“Defective” Products Found to Be Functional

All returned products are tested upon receipt.

Products reported as defective but found to be fully functional will be treated as good part returns, subject to applicable restocking fees. Shipping charges are non-refundable.

Custom-configured or special-order products are not eligible for return.

Returns Containing Non-Symply Products

Returns are verified against Symply purchase records.

Products not purchased from Symply are considered unauthorized returns. Symply assumes no responsibility for non-Symply products returned in error and warranties on valid Symply products may be voided.

Unauthorized Returns

Unauthorized returns include, but are not limited to:

• Missing or invalid RMA numbers
• Returns received after RMA expiration
• Out-of-warranty products
• Products found to be non-defective
• Products not purchased from Symply
• Custom or special-order products
• Products damaged due to improper packaging or transit

Unauthorized returns will be returned at the customer’s expense. No refunds or exchanges will be issued and the original invoice remains due in full.