Important Note: Please Read the below statement in blue regarding changes due to COVID-19 Pandemic in Shipping & Manufacturing that is very important for your orders and acknowledgment.
Returns and Refunds Policy
If you wish to return a product to us, the item must be in its original unused condition and unopened to be returned. You must return the item within 14 days of your purchase. If the product is not returned within 14 days of the purchase date, the sale will be considered final and non-refundable.
All returned items are subject to a restocking fee of 20% of the total value of the sale; this will be deducted from your refund. We also do not refund the original shipping and handling that you paid on the order.
Warranty Returns & Defects
Customers who feel they have an item that is defective should contact the manufacturer of the item for warranty repair. NorthernAxcess will be glad to assist the customer in contacting the manufacturer. All freight charges are non-refundable.
Important Note: For COVID-19 Pandemic Shipping And Manufacturer Delays.
Due to the last couple of years of instability around the Global COVID-19 Pandemic it is important inform or notify all customers, when purchasing any products or services, with us at NorthernAxcess that we have been notified by all Manufacturers, Providers And Shipping Couriers that there are not guarantees or ETAs (Estimated Time of Arrivals) on any products, services or shipment during this time until further notice.
Some of the reasons for these delays and backorders are due to shortages of material, components, and a lack of personnel in all Shipping Couriers and Manufacturing Industries.
All Manufacturers and Shipping Couriers cannot guarantee delivery on stipulated dates. The impact of COVID-19 is causing local, state, and national governments around the world to issue work and travel restrictions daily, which is causing heavily impacted delays, and the ability to deliver packages locally and worldwide with their usual guarantees. This means standard and any other type of expedited delivery services are not guaranteed to arrive on expected due dates.
Please note that due to the global component shortages currently happening worldwide this is affecting us a company to get products ordered to our customer in a timely manner and sometimes without have Estimates Times of Deliveries or Manufacturing. This means that our inventory until further notice is noted to all customers as being unstable and it can be in stock or available at one moment and can change to out stock and not available minutes later. So please note that there will not be any Returns for shipping or manufacturing delays, because it is something noted as a shipping couriers label as "Act of God or Nature" which in this case likewise are not providing refunds for any late deliveries.
For our Repair Center, we unfortunately must notify that certain repair replacement programs or services has now been affected for the first time in many years and there will be delays in fulfilling orders until further notice. Once inventory has been received, repair orders will be fulfilled in the order they were received. For this to be maintained whatever repair or replacement program that has been approved must be paid for to be in the as received shipping que. Bench Testing is charge once diagnosis has been provided in all cases.
For all In-House Repairs we do have limited stock of parts, so if your equipment is repairable In-house then we can get your equipment back to you within most typical turnaround times. However discontinued equipment that does not have produced parts by the manufacturer at this time will likewise have much longer unexpected delays.
We appreciate your understanding that this factor is beyond our control and may result in late deliveries of your orders. Please schedule your orders ahead of time, so we can do our best in getting your orders, repairs, and rentals to you in timely manner. As long standing satellite communication company we have always valued our customers by communicating and providing loyal services evenly to everyone. You can contact us at 1-877-299-9931 for more details or if you have any questions before placing an order or requesting any type of services.
Again there will be NO REFUNDS OR RETURNS for any of the above noted Delays beyond our control on Products or Services.
NON-RETURNABLE and NON-REFUNDABLE Products include:
ALL SALES ARE FINAL
- Prepaid Airtime Cards
- Satellite Phones
- Car Kits
- Portable docking station kits
- Cases for Satellite Phones or Equipment
- Intelligent or Privacy Handsets & Headsets
- Cable Kits (ie: External Antenna Cable)
- Developer Modem and Board Kits
- Short Bust Data or IOT Transceivers
- Fixed or Developer Transceivers
- Fixed Satellite Phones
- Fixed Satellite Voice and Data Terminals
- Satellite Data & Voice Portable & Vehicular BGAN Terminals
- Satellite Machine to Machine (M2M) Terminals for Satellite Remote Management
- Satellite Marine Data & Voice terminals
- Short Burst Data Devices
- Aviation Swift broadband Equipment and Accessories
- Aviation Swift broadband Airtime
- Special order or made to order products or accessories.
- Repairs and Parts for use of repairs.
- All Refurbished Satellite Equipment and Accessories.
- Any product that requires software or product manufacturing or design by the customer to customize a product. All Sales are FINAL non-returnable and non-refundable.
Portable Satellite Voice & Data Terminals (All Brands)
In the case of Portable Satellite Voice & Data Terminals with possible Manufacturer defect ONLY, you may first attempt to contact the manufacturer for warranty exchange or repair. If you wish for NorthernAxcess to assist with the process, then following terms will apply. The customer must pay for the return shipping to NorthernAxcess Repair Center for Evaluation and Bench Testing using our RMA form. If it is determined as non manufacturer defect, then charges of Bench Testing could be charged at NorthernAxcess discretion. If customer want to go forward with the repair of the unit, then all repair cost will be charged to the customer along with all return shipping cost. If it is a manufacturer defect, it will be exchanged with either a new, repaired or refurbished device. The time frame for receiving the exchange from maufacturer is at the discretion of the manufacturer and can take anywhere from 1 to 3 Months. The return shipping of the exchange unit back to the customer will be paid by NorthernAxcess.
Fixed Satellite Voice & Data Terminals (All Brands)
In the case of Fixed Satellite Terminal with possible Manufacturer defect ONLY,you may first attempt to contact the manufacturer for warranty exchange or repair. If you want NorthernAxcess to assist with the process of contacting the manufacturer, then the following terms will apply. The customer must pay for the return shipping to NorthernAxcess Repair Center for Evaluation and Bench Testing using our RMA form to determine if the unit has a manufacturer defect. If the unit is determined to have a manufacturer defect then the unit will be sent in for repair under the Manufacturer Warranty policies. At the point the manufacturer will bench test the unit to determine if it is a manufacturer defect. If it is a manufacturer defect, it will be exchanged with either a new, repaired or refurbished device. The time frame for receiving the exchange from maufacturer is at the discretion of the manufacturer and can take anywhere from 1 to 3 Months. If it is determined as non manufacturer defect, then charges of Bench Testing could be charged at NorthernAxcess discretion and possibly by the manufacrurer if device was sent to the manufacturer for bench testing. If customer wants to go forward with repair of the unit, then all repair cost will be charged to the customer along with all return shipping cost.
Repairs & Parts
If a repair done by NorthernAxcess within the 90 Day Policy is thought to have a faulty replacement part, then customer is responsible to pay the shipping cost to return the item to NorthernAxcess and fill out the RMA Form. If is determined that the replacement part used for the repair is faulty, NorthernAxcess will repair the device and pay for return shipping back to the customer. In the case that is not a faulty replacement repair part and is due to a user error of some form then customer will be responsible for the repair and shipping cost.
For Refundable items you can expect a refund in the same form of payment originally used for purchase usually within 10-15 business days from the date we receive your returned product. Delays may be experienced in the case of incomplete returns.
We offer an easy to follow return policy for damaged items. If any product proves to be damaged, please contact us immediately. Eligible damaged products must be returned in the original box with all materials shipped with the product. The original product must be returned no later than 5 days from the receipt of your Return Material Authorization Number. Any product that does not have a return authorization number will be refuse.
- In order to return an item you need to first print out the RMA Form here at: RMA FORM. Then obtain an RMA (Return Material Authorization) number. Returned items will not be accepted without a RMA number and cannot be returned or refunded past 14 days of the purchase date.
- To request an RMA number, call our Customer Service Department at 1-877-299-9931.
- Pack the item securely in the original package, if possible. Enclose the purchase receipt of the item.
- The RMA number must be clearly written on the outer box. If you received a label in the email, print the label and tape it to the box.
- We recommend you ship via insured shipping service with a tracking number. We are not responsible for lost or damaged packages.
- Send pre-authorized returns to:
333 H Street, Suite 5007
Chula Vista, CA 91910
FINAL NOTICE FOR ORDERS OR PREORDERS PURCHASES RETURNS AND CANCELLATIONS. RULES BELOW WILL APPLY.
An administration fee of 10% will apply if an order or pre-order is cancelled after 24 hours of placing order or preorder, and 20% restocking fee for any returned purchases. NorthernAxcess is not responsible for the delay of any preorders due to the delayed release of preorder equipment by the manufacturer, and the following terms apply for all pre-orders if the manufacturer delays the release and/or shipment of the equipment. All preorders after the period of 24 hours applies by these terms and any cancellations will also follow same terms.
Any and all shipping charges are not refunded. There is no refund for prepaid cards or airtime activation fees and deposits. Deposits are only refunded upon the customer fulfilling the monthly term.
NorthernAxcess reserves the right to make changes to this policy at any time.