Free Ground Shipping on All U.S. Orders — Up to 10 lbs!

Login/Signup
0
Request A Quote
0

My Cart

$0.00
+1 (888) 203 - 4073

Return and Cancellation Policy

At GotoDirect, we strive to provide a positive shopping experience and accurate product information. We understand that customers may occasionally need to cancel an order or request a return. The following policy explains our cancellation, return, warranty, and Return Merchandise Authorization (RMA) procedures.

1. Cancellation Policy

Customers may request cancellation of an order before the order has been processed for fulfillment.

Once an order has been processed for fulfillment, cancellation may no longer be possible. If GotoDirect accepts a cancellation request after processing has begun, the following cancellation fee will apply:

  • Refurbished products: 35% cancellation fee
  • New products: 40% cancellation fee
  • Shipping charges are non-refundable where applicable, and customers are responsible for any applicable return shipping costs.
  • If an order has already been delivered, it is considered a return rather than a cancellation and is subject to the 30-day Standard Return Policy described below.
  • Products shipped directly by the manufacturer may have additional cancellation restrictions. Unless otherwise stated on the product page or confirmed by GotoDirect, manufacturer-direct products may be non-cancellable once the order has been submitted to the manufacturer.

2. Standard Returns — 30-Day Return Window

Customers may request a return of an eligible non-faulty product within 30 days of receiving the order.

To initiate a return, customers must contact GotoDirect and submit a Return Merchandise Authorization (RMA) request within this 30-day return period.

  • The product must be unopened and in new, resalable condition.
  • The product must include all original accessories, manuals, software, warranties, packaging, and other included items.
  • The product must not show signs of use, tampering, physical damage, or alteration.
  • The RMA number must be clearly marked on the outer shipping package.
  • Customers are responsible for return shipping costs unless the return is due to an error by GotoDirect or another applicable exception.
  • Original shipping charges are generally non-refundable.

Non-faulty returns are subject to the following restocking fees:

  • Refurbished products: 35% restocking fee
  • New products: 40% restocking fee

The 30-day return period applies to eligible standard returns. Certain manufacturer-direct products and other products specifically identified on the product page may be subject to different return terms or may be non-returnable.

3. Product Compatibility

Customers are responsible for confirming that a product is compatible with their system, hardware configuration, software environment, and intended use before placing an order.

A product returned solely because it is incompatible with the customer's system or working environment is considered a non-faulty return and is subject to the applicable restocking fee:

  • Refurbished products: 35%
  • New products: 40%

4. Faulty, Defective, or Damaged Products

If a product is received faulty, defective, or damaged, customers should contact GotoDirect within 10 days of receiving the order and request an RMA.

Customers should provide the order number, purchase date, product details, and serial number where applicable.

GotoDirect will review the reported issue and determine whether the product is covered by the applicable warranty or return terms.

Depending on the product and warranty terms, GotoDirect may:

  • Repair the product.
  • Replace the product with a new or refurbished unit of similar specifications.
  • Provide another appropriate resolution in accordance with the applicable warranty.

Some products may qualify only for replacement rather than a refund. Customers should review the warranty and return information provided on the individual product page.

If testing determines that an item reported as defective is functioning properly, the applicable restocking fee may apply:

  • Refurbished products: 35%
  • New products: 40%

5. Return Merchandise Authorization (RMA) Procedure

An approved RMA is required for all returns.

  1. Submit an RMA request and provide the requested order and product information within the applicable return period.
  2. Wait for the RMA number and return instructions from GotoDirect.
  3. Securely package the product using the original packaging whenever possible.
  4. Include all accessories, components, manuals, and other items originally supplied with the product.
  5. Clearly mark the RMA number on the outer shipping package.
  6. Ensure the complete shipping address is visible on the package.
  7. Use an insured shipping method and retain the tracking information.

Returns sent without an approved RMA or without the required RMA number may be delayed or refused.

After receiving the returned product, GotoDirect will inspect and/or test the item as applicable. For confirmed faulty products approved for replacement, replacement processing will generally be completed within 10 working days, subject to product availability and applicable warranty terms.

6. Restocking Fees

GotoDirect reserves the right to apply the applicable restocking fee to eligible non-faulty returns.

  • Refurbished products: 35%
  • New products: 40%

The applicable restocking fee may apply when:

  • The product is returned without a qualifying defect.
  • The product is incompatible with the customer's system or intended environment.
  • Original packaging is damaged.
  • Components or accessories are missing.
  • The product has been used, altered, tampered with, or physically damaged.
  • An item reported as defective is tested and determined to be functional.

Additional charges may apply for missing components or accessories based on their actual replacement cost.

7. Manufacturer-Direct Products

Products shipped directly by the manufacturer may have different cancellation, return, and warranty terms.

Unless otherwise stated on the product page or confirmed by GotoDirect, manufacturer-direct products may be non-cancellable and non-returnable.

Customers should review the applicable product-specific terms before placing an order.

8. Shipping Damage and Order Discrepancies

Customers should inspect shipments promptly after delivery.

If a package or product is visibly damaged upon delivery, customers should notify the carrier when possible and contact GotoDirect at +1 (888) 203-4073 as soon as possible.

Any discrepancy between the order and the goods received should be reported to GotoDirect within two working days of delivery.

Customers should retain the original packaging and shipping documentation until the issue has been resolved.

9. Replacement Revalidation

A replacement may be re-evaluated if inspection determines that:

  • The reported issue cannot be reproduced.
  • The product shows signs of tampering or physical damage.
  • Components have been replaced or are missing.
  • Incorrect or improper software was used.
  • The product does not match the condition or configuration described in the RMA request.

In such circumstances, the applicable return, restocking, or replacement terms may apply.

10. Product Information and Pricing Errors

GotoDirect strives to maintain accurate product descriptions, availability information, and pricing. However, occasional technical, typographical, informational, or inventory errors may occur.

GotoDirect reserves the right to correct inaccurate information and, where permitted, refuse or cancel an order affected by an incorrect product description, availability status, or price.

If the correct price is higher than the price displayed at the time of purchase, GotoDirect may:

  1. Contact the customer for confirmation before processing the order; or
  2. Cancel the order and provide notification and an applicable refund.

If GotoDirect cancels an order because of a pricing, product information, availability, payment, or other processing issue, the customer will be notified and any applicable amount paid for the canceled order will be refunded.

 11. Promotional Discounts and Adjustments

  • If a coupon code or promotional discount was applied at the time of purchase, any refund will be calculated based on the discounted amount actually paid.
  • If a promotion was subject to a minimum purchase requirement or other eligibility criteria, and a return or partial cancellation causes those conditions to no longer be met, GotoDirect reserves the right to adjust or reverse the discount accordingly.
  • Promotional discounts are non-refundable and cannot be exchanged for cash or credit.

12. Contact Us

For return, cancellation, warranty, or RMA assistance, please contact GotoDirect: