Return window
New, unopened stock may be returned within 30 days of delivery against a Return Merchandise Authorisation number. Goods must be in original packaging, unmarked, with all accessories and documentation.
Opened or used stock is not returnable except where it is defective. Refurbished stock is covered by the replacement warranty below rather than by the return window.
Getting an RMA
Email sourcing@nixovan.com with the invoice number, the part numbers and quantities, and the reason for return. RMA numbers are normally issued within one business day and are valid for 14 days.
Returns received without a visible RMA number on the outer packaging are refused at the dock. This is not us being difficult — an unidentified pallet cannot be matched to an account.
Restocking
| Reason for return | Restocking fee | Return freight |
|---|---|---|
| Defective on arrival | None | Paid by Nixovan |
| Shipped in error by Nixovan | None | Paid by Nixovan |
| Damaged in transit (reported within 2 business days) | None | Handled under carrier claim |
| Buyer ordered incorrectly | 15% of line value | Paid by buyer |
| Buyer no longer requires the goods | 20% of line value | Paid by buyer |
| Special-order or non-stocked item | Non-returnable | — |
Defective on arrival
Report DOA units within 10 business days of delivery. We advance-replace where stock allows, meaning the replacement ships before the failed unit reaches us, and we provide a prepaid return label. Where stock does not allow an advance replacement we issue a credit or a replacement on the next inbound, at your choice.
Refurbished stock — 90-day replacement warranty
Refurbished hardware carries a 90-day Nixovan replacement warranty from the delivery date. If a unit fails within that period we replace it with an equivalent unit of the same grade and pay the return freight. Where an identical replacement is unavailable we substitute an equivalent model with your agreement, or credit the line.
The warranty does not cover physical damage, liquid damage, damage from incorrect power supply, or units where the serial number has been removed or altered. Manufacturer warranty on refurbished hardware is generally void and we do not represent otherwise.
Credits
Approved credits are issued within five business days of the goods being received and inspected. Credits are applied to the account by default and refunded to the original payment method on request.
Warranty on new stock
New stock carries the manufacturer’s warranty, stated on each product page. After the DOA window, warranty claims on new hardware go to the manufacturer directly — they will have you troubleshooting anyway, and going through us adds a week. We will supply proof of purchase and point you at the right RMA channel.