Support

Customer Support Questions

Product Returns (RMAs)

StarTech.com offers a 30-day return policy from the date of purchase. The amount refunded will be equal to the price shown on the original invoice that was issued by StarTech.com. StarTech.com will not refund shipping and handling fees and you will be responsible for sending the products back to StarTech.com. Credit issued from an RMA is valid for 1 year from the date of issue.

Product returns may be subject to a 25% restocking fee. Product returns for orders purchased with a wire transfer are always subject to a 25% restocking fee. For more information about restocking fees, see What is a restocking fee.

When you return a product that you purchased directly from StarTech.com, you have the option to receive a refund or a replacement product.

Note: The return policy does not cover products damaged as a result of an accident, abuse, misuse, natural or personal disaster; or any unauthorized disassembly, repair, or modification.

You should contact your reseller first to determine whether the unit is still covered by the original return policy. If the reseller is able to replace or refund the unit, then you should do so through the reseller.

If the unit is outside the limit of the original return policy, you should submit an RMA. For more information about filling out the RMA form, see How do I submit a Return Merchandise Authorization (RMA).

Note: StarTech.com can only refund units bought directly through StarTech.com. Units purchased through resellers and still within the warranty can only be replaced by StarTech.com.

StarTech.com offers a warranty on all of its products. The warranty covers the products purchased for a specified timeframe. During the warranty period, you can contact StarTech.com about any issues that you may experience. StarTech.com offers lifetime technical support for their products.

If a product is covered under warranty and it fails, StarTech.com will replace it for you. To have a product replaced under warranty, you must obtain a case number from the Technical Support Team. When you have a case number, fill out the Return Merchandise Authorization (RMA) form. For more information about filling out the RMA form, see How do I submit a Return Merchandise Authorization (RMA).

Note: To get a refund on a purchased product, you must return it to your place of purchase within their return policy. For products purchased directly from StarTech.com, you have 30 days to return a product.

StarTech.com offers product warranties against defects in materials and workmanship for the periods noted in the most recent version of the Product Data Sheet found under the support tab for the applicable product. During the warranty period, products may be returned for replacement with equivalent products at the discretion of StarTech.com. The StarTech.com warranty covers parts costs only. The warranty does not cover defects or damages arising from misuse, abuse, alteration, or normal wear and tear. Any change to the warranty term is at the discretion of StarTech.com.

All StarTech.com products come with warranties, but different products have different warranty periods. To view the warranty period on a product, complete the following:

  1. On the StarTech.com homepage, in the Product Search field, enter a product ID and click Search.
  2. In the search results, click the product that you want to view the warranty period for.
  3. On the product page, click the Technical Specifications tab.
  4. The warranty period is listed under Warranty Information.

The StarTech.com warranty extends to the original purchaser for the defined warranty period, starting from the date of the original purchase. If no proof of purchase (for example, receipt or invoice of purchase) can be presented upon request, StarTech.com cannot be held responsible for warranty service.

If you think that your product is defective, complete the following:

  1. Contact the Technical Advisory team to troubleshoot your product and to be assigned a case number.
  2. To complete the RMA Form, on the StarTech.com website, click the Support tab.
  3. Under Product Support, click Returning Product.
  4. Click RMA Request Form.
  5. Complete all required fields (*), clicking Next at the end of each section.
  6. In the Reason drop-down list, select a reason that you are returning the product, and if necessary, include a detailed explanation.
  7. Click Browse to attach your proof of purchase.
  8. If necessary, click Add Another Product to add additional products.
  9. Click Submit RMA.

The RMA team will email you the RMA number, instructions, and any requests for additional information. RMA numbers are valid for 30 calendar days from the date of issue. StarTech.com reserves the right to authorize product returns beyond 30 days, where applicable. RMAs will not be processed for overdue accounts.

Note: You are responsible for the cost of shipping the product to StarTech.com if your product is not defective. StarTech.com pays the cost of returning a product to you. StarTech.com reserves the right to replace the product with a product of equivalent performance at their sole discretion at any time.

You need to get a case number from a Technical Advisor because StarTech.com needs to verify that your product is defective before an RMA replacement is approved.

A Technical Advisor will work with you to troubleshoot the issue and if the issue can't be resolved, the Technical Advisor will make sure that a replacement product will resolve your specific issue. When a Technical Advisor determines that you qualify for an RMA, you will receive a case number that you can use to submit your RMA request.

StarTech.com offers three RMA options:

Refunds

If you purchased your product directly from StarTech.com within the last 30 days, you can request a refund for the cost of the product. Your refund will be issued 2 to 5 business days after StarTech.com receives the original product. If you purchased your product through one of our partners, you will need to contact the original place of purchase to request a refund.

Replacements

You can choose to replace your product with a new unit, subject to stock availability. If the original product was discontinued and is no longer available, StarTech.com reserves the right to replace the product with a product of equivalent performance. StarTech.com will ship out your replacement product 2 to 5 business days after StarTech.com receives the original product.

Cross-ship

You can select the Cross-ship option and have a replacement product sent to you right away. To have a product cross-shipped to you, you have to provide a credit card to be charged for the full cost of the replacement product. This charge will be refunded in full 2 to 5 business days after StarTech.com receives the original product.

RMA requests are reviewed and responded to by email from Monday to Friday. It may take up to one business day for you to receive a reply from StarTech.com.

When your RMA is approved, you will receive an email with your RMA number and instructions on how to return the product. In certain cases, StarTech.com may provide a pre-paid shipping label. This label will be sent to you in a follow-up email, and will come directly from a UPS or FedEx email address.

If you have not received a reply from StarTech.com within one business day, check your spam or junk mail folders.

For all inquiries related to RMAs, contact the RMA team by calling the phone number below based on your location:

  • North America: 1-800-265-1844
  • United Kingdom: 0800 169 0408
  • Europe: 00 800 7827 8324

 You can also fill out the Sales Inquiry form.

If you purchased a product directly from StarTech.com and you are returning it within the 30-day return policy, your payment is refunded using the original method of payment that you provided.

A restocking fee is a charge of 25% of the original purchase price applied to products purchased directly from StarTech.com and that are returned within the 30-day return policy.

Note: Restocking fees are not applied when a product is returned due to a defect. For more information about returning defective products, see How do I submit a Return Merchandise Authorization.

RMAs are valid for 30 days from the date that they are issued.

Contact the Customer Service Advisory team to initiate a formal parts request.

You will need the following information in order to complete the request:

  • The Product ID of the product that has the broken or lost part.
  • The part that is broken or lost from the product.
  • The date that you purchased the product.
  • Your contact information, including a shipping address.
  • If you purchased your unit from a reseller, you will need to provide a proof of purchase.
  • If you purchased directly through StarTech.com, you will need to provide your order or invoice number.

When the Customer Service Advisory team receives all of the relevant information, the parts request is processed, and you will receive an update using your preferred method of communication.

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