Warranty & Return
Policy
Horizon Datacom Solutions appreciates your business. Great
care has been taken to insure your order is accurate and
in excellent condition. If for any reason you are not completely
satisfied with your purchase, the following policies and
procedures have been established to assist you and to help
us promptly process your claim.
Please note that all equipment, unless otherwise stated,
is guaranteed to be in excellent working condition. Horizon
Datacom Solutions, Inc. does not guarantee compatibility,
upgrade-ability, or any other functionality other than
its intended use.
If you have a problem with your order, please contact
us.
Contact information:
1-800-227-2362 or 614-847-0400
or email: onlinesales@horizondatacom.com
Horizon Datacom RMA Policy
All items to be returned to Horizon Datacom require an RMA Number. Before receiving your RMA Number, your request will be reviewed against this policy for product returns. All RMAs are valid for ten (10) days; if, on the tenth business day from the issue of the RMA, the equipment or at least confirmation of shipping such as a tracking number is not received, the RMA will be voided. Any questions regarding the policies of Horizon Datacom should be directed to a Horizon Datacom sales representative. In addition, select equipment can be covered by our full Horizon NMS service, with 24 hour technical support and advance replacement. Click here for details.
General Returns Policy:
All RMA Requests for End User Purchases must be made within the following warranty period:
Cisco: 12 Months
HP: 12 Months
Foundry: 12 Months
Extreme: 12 Months
Other: 1 Month
All RMA Requests for Reseller Purchases must be made within the following warranty period:
Cisco: 3 Months
Foundry: 3 Months
Extreme: 3 Months
Other: 1 Month
Defective Product Return Policy:
At the discretion of Horizon Datacom the customer may be required to speak with our technician to determine the exact problem. A trouble ticket may be assigned for the item to be repaired or for a technician to assist in troubleshooting the problem instead of issuing a return authorization.
Non-Defective Product Return Policy:
Horizon Datacom does not accept non-defective returns unless prior authorization is granted. Returned units deemed non-defective by the Horizon Datacom TAC will be returned to the customer at their expense.
Modified Units Policy:
Horizon Datacom does not guarantee compatibility or upgradeability or products excluding servers, desktops, and laptops. If a product is returned that has been altered and is deemed defective because of customer alteration (i.e. incorrect IOS or memory upgrade/downgrade), abuse, neglect, or misuse the RMA will be refused and the unit returned to the customer.
Product Discrepancy Policy:
Please notify your Horizon Datacom sales representative of any incorrect item receipts within 5 days of receipt.
Shipping Damage Policy:
If any shipment from Horizon Datacom is damaged in transit, we recommend the customer take pictures of the packaging [ before opening any affected boxes ] and keep the packaging intact in order to assist us in filing a claim with the carrier. Proof of shipping damage is required to receive a return authorization and a refund may not be issued until the claim has been settled with the carrier.
In Addition:
Horizon Datacom Solutions, Inc. will not be responsible for any incidental or consequential damages resulting from any manufacturer's defects. We also recommend submitting warranty registration forms to the manufacturer to receive the best possible warranty service response. Failure to submit warranty registration forms will delay response from the manufacturer's field service personnel. Warranty upgrades on hardware/software are encouraged to improve response time and service duration.
Requesting an RMA Number
To request an RMA number, please contact your sales representative or, if you purchased from our website, please contact onlinesales@horizondatacom.com. Make sure you include the following or your request will be refused:
• Name or Company Name on the Invoice
• Invoice Number
• Part Number
• Date of Purchase
• Reason for Return
*You may be asked for additional information to process your return by a Horizon Datacom sales representative or technician.
Shipping Instructions:
Shipping Charges:
The customer is responsible for return shipping charges. If the returned unit is deemed defective by Horizon Datacom a replacement or refund will be issued. Freight refunds are at the discretion of Horizon Datacom pending proof of shipping costs. Return instructions must be strictly followed by the customer in order to qualify for any freight reimbursement.
Packaging:
All returns must be well packaged with the RMA number clearly written on the box. Horizon Datacom reserves the right to refuse any returns that are not packaged properly or do not fall within stated guidelines.
