Return Policy
A. General Return Policy
- 30-calendar day return period from the invoice date when permitted and approved by respective distribution and/or vendor partner(s).
- Virtual products (e.g., licenses, software keys) are generally non-returnable due to manufacturer restrictions.
- All returned products must include original packaging and all accessories (cables, manuals, warranty cards, etc.).
- Manufacturer warranties remain valid and are separate from this return policy.
- Trial Returns follow manufacturer-specific instructions issued at the beginning of the trial.
Need Help? Contact Us
Email: marketplace@charter.ca
Phone: 1 (800) 834-4491
B. Returns Process
All returns require a Return Merchandise Authorization (RMA) number from Charter as per our distribution and/or vendor partner requirements. Unauthorized returns or those submitted outside the 10-day RMA window will be refused. To request an RMA, please provide:
- Customer name
- Invoice number
- Product serial number
- Quantity
- Reason for return
- Package condition (e.g., sealed, open, defective)
- Manufacturer tech support case number (if applicable)
C. Exceptions, Restrictions, Shipping Costs & Restocking Fees
- Restocking Fees: Up to 15% for returns beyond 30 days or for non-defective reasons.
- Shipping Costs: Covered by Charter only in cases of our error; otherwise, the customer is responsible.
- Custom Orders: Non-returnable unless agreed in writing. May incur de-configuration and restocking fees.
- Virtual Products: Only returnable if unused and approved by the manufacturer within 30 days.
D. Damaged, Defective, or Lost Items
1. Note damage on the carrier’s delivery record.
2. Keep the packaging and product.
3. Send photos to marketplace@charter.ca.
4. Report within 15 calendar days to arrange inspection and pickup.
Lost shipment? Notify us within 10 days of expected delivery.
Incorrect/damaged products? Report within 15 calendar days.E. Stored Inventory (If Applicable)
If Charter stores inventory on behalf of a customer, a separate storage agreement will apply. Please contact us to discuss terms.
