Returns & Warranty Claims
We support the warranty process and will accept RMAs that comply with applicable manufacturer requirements, ensuring a clear, efficient, and consistent experience for our business partners.
Quick Policy Rules
All returns require a valid Return Merchandise Authorization (RMA) number. Items returned without an RMA number will be refused and returned to the sender at their expense.
From date of receipt
On non-defective items
Original packaging intact
How to Request an RMA
Submit Request
Log in to your portal and select the order, or email returns@ztronyx.com with the specific Serial Numbers.
Receive RMA #
Our team will contact you to validate the request within 24 hours. Upon approval, you will receive an RMA PDF with shipping instructions.
Ship the Item
Place the manufacturer box inside a shipping box. DO NOT write on the original product packaging.
Inspection & Refund
Once received, our lab inspects the item (3-5 days). Credit is issued to your account or original payment method immediately after approval.
Defective & DOA Policy
Dead on Arrival (DOA)
Items that fail out of the box must be reported within 10 calendar days of delivery.
We ship the replacement once the defective unit is reviewed by a Ztronyx technician.
Available for Z-partners. We ship the replacement immediately, before receiving the defective unit.
* some warranty claims must be handled directly with the manufacturer, unless the item is a Ztronyx Refurbished product.
Standard Returns (Non-Defective)
We accept returns for non-defective items, subject to the conditions below. Customer is responsible for return shipping costs and insurance.
| Item Condition | Restocking Fee | Notes |
|---|---|---|
| Factory Sealed | 15% | Ztronyx charges a restocking fee for factory sealed items. |
| Open Box (Unused) | Refused | Items showing signs of installation or missing serials will be returned to sender. |
| Used / Missing Parts | Refused | Items showing signs of installation or missing serials will be returned to sender. |
Non-Returnable Items
The following items are Final Sale and cannot be returned once ordered or opened:
- Software Licenses (SmartNet, VMWare)
- Special Order / Custom Configs
- Opened Hard Drives / Memory
- Consumables (Batteries, Printheads)