Refund & Return Policy
Returns vs. Warranty – What to Expect
· Within 30 days of delivery: You may request a return for a refund or replacement, subject to this policy.
· After 30 days: Products are no longer eligible for refund and are covered under Hitron’s Limited Warranty. Defective products are eligible for replacement, not refund.
30-Day Return Window
You have 30 days from the date of shipment to request a return for a refund or replacement.
After 30 days, products are no longer eligible for return and are covered under Hitron’s Limited Warranty.
Return Eligibility
To be eligible for a return due to a change of mind, incorrect purchase, or no longer needing the product, the item must:
· Be in good condition with no excessive wear or damage
· Include all original components and accessories
· Be returned in its original packaging (when reasonably available)
· Include proof of purchase
Important: These conditions do not apply to items that are defective, damaged, or incorrect.
How to Start a Return
To request a return, contact us at:
https://us.hitrontech.com/contact-support/
Our support team will review your request and provide next steps.
If your return is approved, you will receive:
· Return instructions
· Return shipping address
· A prepaid return label (if eligible)
Returns sent without prior authorization will not be accepted.
Return Shipping Costs
Return shipping costs are the responsibility of the customer and are non-refundable, except in the following cases:
· Verified product defect
· Item damaged during shipping
· Incorrect item shipped by Hitron
In these cases, Hitron will provide a prepaid return shipping label.
Defective, Damaged, or Incorrect Items
If you believe your product is defective, damaged, or incorrect:
· Contact Hitron Support before returning the item
· You may be required to provide photos or troubleshooting details
· You may be asked to work with technical support to confirm the issue
Once confirmed, Hitron will determine the appropriate resolution, which may include replacement, repair, or refund.
Products returned and found to be fully functional are not eligible for reimbursement of return shipping costs.
Exchanges (Defective Products Only)
For products confirmed to be defective, damaged, or incorrect, Hitron may offer a replacement (exchange) instead of a refund.
Once the issue is verified by Hitron Technical Support:
· A replacement unit will be shipped at no cost
· A prepaid return label will be provided for the original item (if required)
We recommend accepting a replacement for the fastest resolution.
If you prefer a refund instead of a replacement, you may request one; however, the return must still comply with this policy and be within the 30-day return window.
Non-Defective Returns
For returns not related to a defect (e.g., no longer needed, incorrect purchase, compatibility issues):
· Customers are responsible for return shipping costs
· Original shipping charges (if any) are non-refundable
· Items must meet the return eligibility requirements above
Items returned that are damaged, incomplete, or show excessive use may:
· Be denied a refund, or
· Be subject to a partial refund
Compatibility & Incorrect Purchases
Customers are responsible for verifying product compatibility prior to purchase.
Products returned due to:
· Incompatible internet service (e.g., fiber, DSL, satellite vs. cable)
· Incorrect product selection (e.g., modem vs. router vs. adapter)
· Network or in-home wiring issues
are considered non-defective returns and are subject to standard return shipping terms.
Compatibility or installation-related issues do not extend the 30-day return window.
Limited Warranty (Defective Products)
This warranty applies after the 30-day return period has ended.
Hitron products are covered by a limited warranty against manufacturing defects. Warranty terms, including duration (e.g., 1-year or 3-year coverage), vary by product.
Full warranty details can be found:
· On the warranty card included with your product, and/or
· On our website: [Insert Link to Warranty Page]
If a product is determined to be defective within the applicable warranty period:
· Hitron will provide a replacement unit as the primary resolution
· Replacement units may be new or refurbished and of equal performance
· A prepaid return label may be provided for the defective product
Refunds are not offered for defective products outside of the 30-day return window.
Warranty claims may require:
· Proof of purchase
· Verification of the issue by Hitron Technical Support
· Confirmation that the product was used in accordance with installation and compatibility guidelines
Hitron reserves the right to determine whether a product qualifies for warranty service based on inspection and verification of the reported issue.
Refunds
Refunds are only available for approved returns requested within the 30-day return window.
Once your return is received and inspected, we will notify you of the approval status.
If approved:
· Refunds are issued to the original payment method
· Shipping charges are non-refundable unless the return is due to a confirmed defect or error by Hitron
Please allow time for your financial institution to process the refund.
If more than 15 business days have passed since approval, contact:
support@hitron-americas.com
Non-Returnable Items
The following items are not eligible for return:
· Sale items
· Gift cards
Contact Us
For any questions regarding returns or refunds:
support@hitron-americas.com
