CTL.net Return Policy
Items purchased directly from CTL can be returned for non-warranty reasons for refund, exchange or credit as follows:
Items must be returned with the original packaging and all accessories and documentation in new condition.
If an item is returned with missing, worn or damaged accessories, manual, or packaging, a refund, exchange or credit may be denied or restocking fee could be applied.
Subject to items above:
- Items returned for refund, exchange, or credit within 10 days of purchasing will not incur a restocking fee. Shipping & Handling charges will not be refunded.
- A 15% restocking fee applies to items returned within 11-30 days.
- A 30% restocking fee applies to items returned within 31-60 days.
- After 60 days from purchase, and at any time for an item that CTL determines is in-warranty and defective, CTL will repair or exchange the item subject to the RMA & Warranty policy listed below.
Due to licensing restrictions, we cannot accept returns on opened software. Special order items are not eligible for return.
To contact our Returns department, visit our Support Center at https://support.ctl.net and select 'Submit a Ticket', then select 'Returns / RMA'. Customers will be issued an RMA number and instructions for returns when approved by our Returns department. Note that we cannot accept items sent to CTL without a valid RMA number and that RMA numbers are only valid for 10 days after we issue them. Also, please note that customers are responsible for paying shipping on returns back to CTL.For an item that CTL determines is in-warranty and defective, CTL will repair or exchange the item subject to the warranty policy listed on www.ctl.net/support. If you feel that you have a defective item, please visit our online Support Center at https://support.ctl.net for information on how to troubleshoot the problem. If you are unable to resolve the problem from the Support Center, you can submit a support ticket. If CTL technicians determine that the item is in-warranty and defective they will issue a Return Merchandise Authorization (RMA) number to return the item for repair or exchange. Note that we cannot accept items sent to CTL without a valid RMA number and that RMA numbers are only valid for 10 days after we issue them.
For in-warranty Repairs and RMA exchanges, the customer is responsible for paying for shipping to CTL and CTL pays for return shipping to the customer.
Items must be returned with original packaging and all accessories and documentation.
If the item is returned with missing, worn or damaged accessories, manual or packaging, an exchange may be denied or restocking fee could be applied.
Customer is responsible for backing up any data prior to sending to CTL for repair. CTL is not responsible for any data loss that may occur during in the repair process and reserves the right to re-install operating systems and/or any software originally shipped with the machine if CTL deems this necessary.