Returns & Refunds Policy

This Policy is subject to R-Zero’s Terms and Conditions that you have entered with R-Zero, including the Product Purchase Agreement and its Limited Warranty for hardware and SaaS products. Please carefully review these documents if further information or clarifications are needed as to your rights, remedies, and obligations, and especially as it pertains to any capitalized or undefined terms herein.

R-Zero carefully inspects all products before they are shipped to ensure they meet our high product quality standards. We do not accept returns, offer repairs, or provide replacements unless the product(s) you purchased either arrives damaged or is defective, and is returned to R-Zero within the timeframe described below, as long as it falls also within the applicable Warranty Period (subject to the limited warranty terms and conditions, including its exclusions). Out-of-Warranty Period products that are damaged or defective are not subject to any credit, return and replacement, repair, or refund.

Damaged or Defective Products

If you receive a product from R-Zero that arrives damaged or is deemed defective (e.g., not just normal wear-and-tear, caused by customer misuse, or accidental damage by the customer, but for instance it shows symptoms of a failure, like preventing basic operability when you first use it after opening the box), please notify us immediately—it may be covered under our limited product or SaaS warranty. To return an eligible product, you must reach out to R-Zero to request a return within ten (10) calendar days of the original shipment date (per your original order confirmation) and return the product(s) to us within fifteen (15) calendar days of our issuance of a Return Authorization Number (RAN). Note, you will be responsible for any freight or duties that may apply.

To initiate a return for a damaged or defective product, please follow these steps:

• Contact Us: Reach out to our customer service team via support@rzero.com or by calling +1-801-823-0341. Please provide: (1) your order number and order confirmation details; (2) an explanation of the product issue; and (3) any supporting photos or documentation.
• Return Authorization: Once we review your return request and the return is approved, we will provide you with a RAN, and instructions on how to return the product to no later than within fifteen (15) calendar days of the issuance of the RAN. Any unauthorized products that are returned are ineligible for any refund credit.
• Shipping: Carefully pack the product in its original, unmarked packaging to prevent further damage during transit, and send it to R-Zero at the address provided no later than fifteen (15) days after issuance of the RAN. Please include a copy of the Return Authorization Number (RAN) with the returned product, as well as any accessories, manuals, documentation, and registration that shipped with the product. R-Zero may assess a 15% restocking fee. We suggest that you use a logistics/shipping carrier that offers shipment tracking for all returns, and either insure your package for safe return to R-Zero, or declare the full value of the shipment so you are completely protected if the shipment is lost or damaged in transit. You are responsible for any loss or damage to the product(s) during shipping, as well as any freight or duties that may be applicable.
• Refund or Replacement: Upon receiving the returned product, we will inspect it and notify you of the approval or rejection of your return. If approved, we will either replace the product at no additional cost or issue a refund to your original payment method. To avoid fulfillment delays, R-Zero reserves the right to make alternate shipping arrangements. The carrier will notify you when an undeliverable package is returned to R-Zero. Please contact R-Zero at 1-801-823-0341 or support@rzerosystems.com to plan for any reshipment. Additional costs to reship the product may apply.
• Conditions for Returns: The product must be in its original condition, unused, and in its original packaging.
• Non-Returnable Products: Please note that we do not accept returns for products that are not damaged or defective. Ensure you have thoroughly reviewed your order before finalizing your purchase. If the product has only experienced normal wear-and-tear, customer misuse, or accidental damage caused by the customer, for instance, it will be excluded from any refunds, repairs, or replacements under this policy and the limited warranty.

R-Zero will use commercially reasonable efforts to repair or replace the product(s). If R-Zero cannot, then it will issue you a refund of the actual price paid for such product(s), subject to the terms of this Policy and R-Zero’s limited Warranty. To clarify, R-Zero does not and will not accept any returns, conduct repairs, offer replacements, or process refunds unless the product(s) you purchased either arrives damaged or is defective. Should R-Zero determine that you misrepresented a returned product’s condition, and the product is not damaged or defective, R-Zero may impose a handling fee, totaling up to 15% of the product purchase price. As new products are offered, R-Zero reserves the right to determine whether this policy applies.

Product Change Orders for Material Modifications

If you requested a modification to an order you placed with R-Zero, but then refuse to agree to any change order(s) presented by R-Zero regarding the modifications you requested, then R-Zero has the right but not the obligation to, by giving ten (10) days’ notice in advance, terminate the entire order and: (i) refund you for products already paid for and not yet shipped; (ii) accept shipped products back, deducting shipping costs from any refunds owed to you for the returned products; and/or (iii) not reimburse for installation or labor costs that R-Zero already incurred prior to the discovery of the modification.

Products in Limited Supply/Quantity

While R-Zero will make every effort to supply you with your ordered products, R-Zero cannot always guarantee that it has the quantities available for purchase at any time, and may need to make such changes or limit the number of products that customers can purchase. If this is the case, we will either post restrictions on quantity on our website, or let you know of product purchase limits at the time we process your order.

We also may occasionally confirm an order but later learn that we cannot supply the products ordered, either at all or in the quantities ordered. This situation may occur when R-Zero decides to stop manufacturing a product or cannot source components for the product(s) ordered, or when there was a pricing error on the website when the order was placed. In such cases, R-Zero will contact you to inform you and, if you are interested, we may suggest alternative products that might meet your needs.

If you do not wish to order alternative products, R-Zero will cancel your order for products that it cannot supply, as well as for any other products that you no longer wish to order, and shall refund your purchase price for those products.

Contact Information: For any questions or concerns regarding our Returns Policy, please contact us at support@rzero.com or at +1-801-823-0341. We value your business and are committed to providing you with quality products and the highest level of customer satisfaction.