Refund policy

Last Updated: June 11, 2025

At NETUM, we deliver high-quality data capture solutions and accessories. We understand that returns may occasionally be needed. This policy outlines conditions, processes, and requirements for returns and refunds. Please read this policy thoroughly before initiating a return.

1.Eligibility & Timeframe

Return Window: You may request a return/refund within 90 calendar days of delivery (based on carrier "Delivered" status).

Eligibility Requirements:

  • Items must be unused, undamaged, in original packaging with all accessories, manuals, and warranty cards.
  • Factory seals intact (e.g., scanner/mobile computers/thermal printer seals). Opened items only qualify under specific conditions (see Sections 2 & 3).
  • Items must be resellable: no wear, scratches, stains, software activation, or residual data (especially mobile computers).
  • Original proof of purchase (order number/invoice) required.

Non-Returnable Items:

  • Customer-induced damage (physical/liquid damage, misuse, modifications).
  • Activated software/license keys (preinstalled/bundled software).
  • Custom-configured items or preloaded software/systems (unless defective).
  • Final sale/clearance items marked "Non-Returnable."
  • Items beyond 90-day window (see Warranty Service).

2.Special Rules for Software, Consumables & Accessories

Software (standalone or bundled):
Non-returnable if seal broken, download link accessed, or license key activated. Unopened software may be returned if general conditions are met.

Consumables (print heads, ribbons, labels, ink cartridges):
Non-returnable if opened (hygiene/performance reasons). Unopened items in original packaging qualify.

Accessories (batteries, chargers, docks, scan engines, replacement housings):

  • Unopened: Returnable under general conditions.
  • Opened but unused, unmounted, with all parts: Return subject to approval; may incur 10-20% restocking fee.
  • Used/mounted/worn accessories: Non-returnable (unless defective).

3.Return Reasons & Handling

Change of mind / Ordering error:

  • Eligibility: Within 90 days, the product must meet the “Return Eligibility and Conditions.”
  • Costs: Customers are responsible for return shipping costs. We will refund the purchase price of the product (minus the original shipping costs, if applicable).
  • Restocking fee: For high-value equipment (such as high-end mobile computers, industrial scanners) or accessories that have been opened and inspected, we may charge a restocking fee of 10%–20% of the product price. This fee will be clearly deducted from the refund and the reason will be explained. Unopened products are generally not subject to this fee.

Defective / Damaged / Not as described:

  • Eligibility: The product was defective upon receipt, damaged during shipping, or significantly different from the description on the website.
  • Time requirement: Please contact customer service within 7 business days of receiving the product to report the issue and provide evidence (photos/videos). Timely reporting is crucial for processing.
  • Costs: We will cover the return shipping costs. Processing options:
    Replacement: Priority replacement with a brand-new product of the same model.
    Refund: Full refund (including original shipping costs).
    Repair: If the customer agrees and it meets the warranty process requirements.
  • No repackaging fees will be charged.

Wrong item sent:

  • Eligibility: We sent you the wrong item.
  • Costs: We will cover the return shipping costs and arrange for the correct item to be sent or issue a full refund (including the original shipping costs).
  • No repackaging fees will be charged.

4.Return Process (Step-by-Step)

Contact Support First (Do not ship back without authorization):

  • Email:
    Americas, Asia: support.julie@netum.net
    AfricaAfrica, Europe, Oceania: support.amis@netum.net
  • Live Chat (bottom-right corner)
  • Provide: Order #, item(s) to return, reason, resolution preference (refund/replacement).
  • We’ll review eligibility and email return instructions/address if approved.

Data Wipe (PDA/Smart Devices Only):

  • You must factory-reset devices to remove all personal/company data/apps. Returns with residual data may be rejected. We assume no liability for data breaches.

Pack Securely:

  • Use original packaging. If unavailable, use sturdy boxes with ample padding.
  • Include ALL original accessories/docs.

Ship Back:

  • Change of mind: You arrange/pay shipping. Use tracked/insured service (e.g., UPS Ground, FedEx Ground). Keep tracking #.
  • Defective/incorrect item: We email prepaid return label.

Inspection:

  • We inspect items within 3-5 business days of receipt (condition, completeness, data wipe).

Decision Notification:

  • Approved: Refund/replacement processed.
  • Rejected: Reason provided (e.g., used/missing parts). Item returned freight collect or stored pending instructions (fees may apply).

5.Refund Processing

  • Timeline: Refunds issued within 1-5 business days of approval.
  • Method: Refunded to original payment. Allow 1-3 business days for bank processing.
  • Amount:

Full refund: For defective/incorrect items or unopened eligible returns.

Deductions:

Original shipping (if not waived initially).

Restocking fee (if applicable).

Return shipping not deducted (you pay carrier directly).

  • Replacements: Shipped after return inspection. Backordered items: refund/alternative offered.

6.Warranty Service

  • This policy is separate from manufacturer warranties.
  • For defects after 30 days, follow warranty card instructions or our Warranty Policy (repairs/replacements via authorized centers).

7.International Returns

  • Return Address: Ship to designated warehouse. Customer pays return shipping/customs fees.
  • Customs: Declare low value (e.g., "$1 for repair") to avoid import duties.
  • Refund: Item price only (minus original shipping/fees). Return shipping not reimbursed.

8.Policy Updates

We may update this policy. Changes take effect upon posting (revision date at top). Major changes announced via email/site banners. Continued use implies acceptance.

9.Contact Support

For questions:

  • Email:
    Americas, Asia: support.julie@netum.net
    AfricaAfrica, Europe, Oceania: support.amis@netum.net
  • Live Chat
  • Contact Form

Thank you for choosing NETUM—we’re committed to your satisfaction!