Warranty

Standard Warranty

KVM Switches: 3 years
StreamLine Consoles: 1 year
Video Switches: 1 year
Extenders and Video Splitters: 1 year
Premium Cables: Lifetime

Extended Warranty Packages are available upon request.

For All Customers

In the case of an RMA, the customer is expected to pay the return shipping costs. For product replacements the customer may also be expected to pay for the product to be shipped back to them.

Refunds will be issued through the method of payment, but at ConnectPRO’s discretion may be issued as a check.

Order Cancellations

Domestic orders (delivery within the United States):

Orders can be cancelled by customers before the order is shipped out from the warehouse. For orders paid via credit card or PayPal, the 2.9% processing fee will not be refundable.

International orders (delivery outside of the United States):

Orders can be cancelled by customers before the order is shipped out from the warehouse. After the order leaves the warehouse, international orders cannot be cancelled, refunded, nor rejected. For orders paid via credit card or PayPal, the 4.9%[1] processing fee or $50 international refund wire transfer fee will not be refundable.

[1] The current fee rate for International processing is 4.9% and is subject to change without notice.

Return and RMA Policy

Domestic orders (delivery within the United States):

Within 15 days upon receipt of the product package purchased directly from ConnectPRO, you are entitled to a refund (excluding freight/insurance), credit, or product exchange. Any non-defective merchandise return may be charged an additional restocking fee of up to 15%. For orders paid via credit card or PayPal, the 2.9% processing fee is not refundable.

International orders (delivery outside of the United States):

All international orders are not returnable and not refundable once the package leaves our warehouse, no exceptions. Customers will be asked to sign the agreement for international purchases following the terms and conditions prior to ConnectPRO shipping the order. For repairs under warranty, the customer will be responsible for paying the shipping costs back to ConnectPRO as well as the shipping cost for sending the repaired unit back to the customer. If ConnectPRO have an authorized agent located in your country, then you may request to return the product for repairs or refund through the authorized agent in your country. 

 

For refunds, replacements, or repairs: contact a support representative at support@connectpro.com to obtain an RMA number. You must obtain the RMA number prior to sending items back to us. Otherwise, there will be delays in processing your return package. 

When contacting us, please provide your customer account info, invoice number, product part number, serial number, and a description of why you are returning the product.

Our standard procedure is to ship RMA replacements via FedEx Ground once the defective part has been received. The customer must pay return shipping to ConnectPRO. The customer will also pay the difference if a special shipping method is requested when the replacement/repaired item is shipped back to the customer.

By purchasing ConnectPRO products, you are agreeing to ConnectPRO’s return policy.

  • Return Material Authorization (RMA) Number: RMA number is required for all merchandise returned for credit, repair, or exchange. Any product returned without first obtaining a Return Authorization Number will not be processed and will be rejected.
  • Requesting an RMA: When requesting an RMA, please have the following information available: your customer account info, invoice number, product part number, serial number, and a description of why you are returning the product.
  • 15 day money back/exchange guarantee: Products are eligible for a refund (excluding freight/insurance), credit, or product exchange within 15 days upon receipt of package. All non-defective hardware products that have been opened may be charged an additional restocking fee of up to 15%.
  • Return of Non-Defective product: Products should be enclosed in their original packaging with all original manuals and accessories included. An outside shipping box with suitable padding should be used to ship the product back so the product is protected. ConnectPRO is not responsible for any items that are missing or damaged during shipment due to improper packaging. Product should be shipped back to ConnectPRO freight prepaid. ConnectPRO reserves the right to impose service charge if the product is not returned in its original condition, or damaged during shipping due to improper packaging.
  • No Refund: No refund will be issued after 15 days upon receipt of product package.
  • Mishandled / Abused / Altered products: Any physical or functional damage caused by user error, mishandling, abuse, or unauthorized alteration of the product shall void the warranty.
  • Return Freight Prepaid: All merchandise returned must be shipped Freight Prepaid.
  • RMA # Valid for 14 days: Returned products must be received within 14 days from the RMA number issuing date. Products should be enclosed in their original boxes and all original manuals and accessories should be included. Incomplete packages are subject to a restocking fee of up to 30%.
  • Advance Replacement: If an Advance Replacement is requested by the customer, ConnectPRO may charge customer for both the replacement product(s) and freight charge.
    • ConnectPRO will refund the cost of the replacement product to the customer if the defective product is returned to ConnectPRO within 14 days from the date that replacement unit is shipped.
  • RMA # on shipping box: RMA number must be clearly marked on outside of the boxes. Failing to do so will delay the RMA process.
  • Package lost or damaged: We will not be responsible for any lost or damaged return packages during shipping. Be sure to insure the return package with the carrier, and pack all items securely inside the box.
  • No Marking on product accepted: Permanent marks, scratches, or dents on product or product packaging box will be disqualified from exchanges or credits.
  • Warranty Date: A 3 year warranty is provided on all KVM switches purchased directly from ConnectPRO. Other distribution channels might offer different warranties. Warranty is based on original invoiced date. ConnectPRO must be notified of any Defective On Arrival (DOA) products within 7 days of the receiving date.
  • Refused & Returned Shipment: A restocking fee of up to 30% will be charged on all refused or returned shipments due to a wrong address or the delivery being refused by the recipient. Restocking fee is calculated based on the price of the product(s); Freight charge is non-refundable.
  • Ground shipping for Replacement: Replacement products and RMA returns shipped to the customer will be sent via FedEx Ground. Other shipping methods can be arranged with additional charges.
  • Shipping/Handling charges: Shipping/Handling charge is non-refundable.
  • Free Shipping Purchase: Purchases with free shipping that are refused or returned will be charged shipping costs for refund.
  • Address Correction: ConnectPRO reserves the right to bill the customer for an address correction and intercept charge if the shipping address provided by customer is wrong, or package is forwarded to a new location by customer’s request.