RMA Information
What is to be considered with the CBO RMA procedure?
For CBO, all sales are final. Customers may return products only if the product is clearly defective or due to a CBO order entry or manufacturing error and only if a Return Material Authorization (RMA) number has been issued by CBO.
If you did not purchase the product directly from CBO, please contact your distributor or reseller to obtain all necessary information for returning CBO products.
In order to process your RMA request quickly, we need information about the planned return of goods in advance. Your RMA will then be processed under a unique number and any communication with CBO regarding your RMA should refer to this RMA number.
An RMA number is required for all returns. Please read the information below. In all cases, you will receive an RMA number directly from CBO after verification.
Returns are authorized in accordance with the following guidelines: If it is assumed that the part should be returned, a CBO customer service representative will provide the customer with a return authorization number and the shipping address for returning the product.
Products will not be accepted for return by CBO's RMA department unless they are accompanied by a valid RMA number, which must be clearly marked on the side exterior of the package.
Products must be returned within 30 days of the date of issue of the RMA number. After 30 days, the issued RMA number becomes invalid. Please do not return products with invalid RMA numbers; contact CBO Customer Service if your RMA number is invalid.
Products that are returned must be within the applicable warranty period. If the warranty period has expired, the product will be returned to the customer at the customer's expense.
If the Customer wishes to return a product for repair that is no longer within the warranty period, or for damage that is not covered by the warranty, a CBO sales representative will inform the Customer of the estimated cost of repair.
Returning the product will constitute authorization to repair and agreement to pay the repair costs, whether or not they exceed the original estimate.
All valid returns for products must be returned in the original packaging in "as new" condition with all items and accessories originally supplied with the product. Any damage will be assessed and the cost of repair or overhaul will be deducted from the amount of the credit issued.
By requesting service, the eligible customer acknowledges the terms of the limited warranty, including the disclaimer and limitation of liability provisions.
RMA request process
- 1. follow the Troubleshooting Guide for your product Then access the appropriate CBO RMA form(s) for your product(s). (If you have different products, you must fill out the different RMA forms separately)
- 2. provide all information requested in full and in detail
- 3. an AAR number (AAR = Awaiting Authorization Return) is generated
This AAR# is used to track the request as it goes through the approval process. You will get further info within 24 working hours.
What are the RMA Return Instructions?
RMA returns with credit, returns without credit and try & buy returns must be returned at the customer's expense. The country for product returns is always Germany. Please note: Some countries have special return conditions regarding documents for customs clearance. CBO does not provide packaging materials. Customers can use any available carton as long as the carton meets CBO's packaging guidelines.
What are the reasons for an RMA shipment?
I HAVE CHANGED MY OPINION (withdrawal as a gesture of goodwill)
In a case where a customer places an incorrect order, orders too many products or places a duplicate order, the customer may request a return for credit by applying a restocking fee or have the amount credited to their customer account.
Contact CBO within 14 days of delivery by using this RMA form. Wait until CBO informs you of the next steps. Please also note the following points:
- - The products must have been purchased directly from CBO.
- - The product must be new and the packaging seal must be undamaged.
- - The products must be returned to the CBO location in Germany within 30 days of receipt of the RMA number.
- - If you do not return the product within 30 days, the RMA number may be cancelled.
- - CBO will credit the invoice amount after receipt of the goods and inspection. According to the case that the return was made under consideration of the CBO packaging guidelines.
Further information:
- - If you have refused to accept the delivery, you must still contact CBO to formulate the cancellation.
- - Please note our return restrictions.
- - Please note: Goods which are manufactured according to customer specifications or clearly tailored to personal needs are not subject to the right of cancellation. A return of specially configured or manufactured hardware is excluded.
I HAVE RECEIVED A DAMAGED CARTON / A DAMAGED PRODUCT
If you wish to return a product because you received a damaged box / product, please read the following steps carefully:
- 1. contact CBO within 7 days of delivery by using this RMA form. It is obligatory to enclose photos of the damaged carton/product and to describe the damage in detail (e.g. whether the carton is damaged or the product in the box is damaged).
- 2.Wait until CBO informs you of the next steps or requests any further documentation that may be required.
I HAVE RECEIVED AN INCOMPLETE ORDER / PRODUCT
The customer must report within 7 calendar days of receipt of the product if an item has been under-shipped or incomplete products have been received. The customer may request either the delivery of missing items, the replacement of the incomplete item or the return for credit. If delivery of missing items or replacement of incorrect items is requested, CBO will deliver the replacement as soon as possible. A credit note will be issued to the Customer if necessary, after receipt and inspection of the returned product.
If you have received an incomplete order (one of the items ordered is missing) or an incomplete product (e.g. parts are missing), please read the following steps carefully:
- 1. Contact CBO within 7 days of delivery by filling out this RMA form.
- 2. Wait until CBO informs you about the next steps.
- 3. CBO will send the missing items as soon as possible or replace the wrong items. Depending on stock availability.
I HAVE RECEIVED A PRODUCT THAT I DID NOT ORDER
If you want to initiate a return because you received a product that you did not order (an additional product or an item that you did not order), please read the following steps carefully:
- 1. Contact CBO within 7 days of delivery by filling out this RMA form
- 2. Wait until CBO informs you about the next steps.
Please follow the instructions below to ensure a smooth return:
- - Do not return products to CBO without first receiving specific instructions and an RMA number from CBO for the return shipment.
- - When contacting CBO by e-mail, please quote the CBO order number and let us know if you would like a refund or replacement product or if you wish to keep the product.
- - The product should be returned in its original packaging with the accessories included in the package. If this is not possible, please use suitable packaging to ensure that the products are not damaged during return transport.
- - Our dispatch service provider UPS picks up products Monday through Friday during normal business hours (excluding holidays).
- - If you wish to return the product yourself, please refer to the relevant instructions for delivery by UPS:
- We will send you a return label for the return shipment. You can contact UPS directly to arrange a new pickup or drop off the package at the nearest UPS office. If you have not received a return label, please contact us. If this is not possible, you can inform CBO that the collection must be arranged by CBO with UPS.
I HAVE A PRODUCT THAT DOES NOT WORK / I HAVE RECEIVED A DEFECTIVE PRODUCT
All products from CBO are tested for function before shipping and pass through our certified CBO test procedure. All products manufactured by CBO have an above-average service life and use only high-quality components from the world's leading manufacturers for networking components. For this reason, we have a very low return rate for all products. In most cases the problem is a case of ignorance or misconduct of the product user. For this reason, we have to check certain aspects to help you in the most convenient way. Of course, as with all electronic components, in very rare cases problems may occur. Therefore, please help us to narrow down the problem in order to process your case quickly and easily by following these instructions:
- 1. Please use this RMA form and provide a detailed description of the fault so that the fault can be traced. Unfortunately, we cannot accept general descriptions such as "defective" or "without function" as there is a risk that the error cannot be traced by us.
- 2. CBO will check in advance if we can detect any user errors or problems, if not, we will ask you to return the goods to us for further analysis.
- 3. The products must arrive in the condition in which they left our house. In the case of components from which the original labels have been removed and / or have been provided with own stickers or inscribed, processing is not possible. This also applies if the antistatic regulations are not observed.
- 4. As soon as the goods have arrived at our premises, they will be subjected to an inspection.
- 5. We will contact you as soon as possible if we need further information or send you a replacement or the repaired product.
What should I consider when evaluating (try & buy) and returning a rental/test product?
CBO's evaluation services are generally granted for a period of 14 days. At the end of a 14-day trial period for your rental/test product, you will be contacted by your account manager for brief feedback and will receive all necessary information for the return of your rental/test product. Of course, you have the option to purchase the rental/test product during or after the end of the test phase. If you need more time for the test, please contact your customer service representative and ask for an extension of the test phase.
You can also contact your customer advisor directly by yourself or fill out this RMA form.
When purchasing products with Try & Buy option, you have the possibility to return products that do not work as desired to CBO. Please let us know exactly what was wrong with the product(s) you ordered or what you were not satisfied with. We will then inform you how to return the product(s). If the product(s) work as desired, you will be invoiced. In this case a return is excluded.
How does the CBO pre-exchange work?
Depending on the selected warranty and in certain service cases, CBO offers an Advance Exchange Service to get your network up and running or maintain it as soon as possible. If this is important to you, please contact your account manager or fill out this RMA form for further assistance.
What do I have to consider for the correct packaging of the RMA?
All components must be properly packed. Please note our mandatory proper RMA packaging information for the return shipment, as non-compliance may lead to a reduction of the possible credit or to a non-recognition of the RMA shipment. If you have received your item(s) in ESD packaging, please ensure that it is/they are returned in ESD packaging. Please clearly mark the RMA on the side of the package. Unless otherwise agreed, please return the goods to CBO free of charge. Returns without an RMA number will not be accepted and will be returned freight collect.
In what cases CBO refuses to accept an RMA?
Products will not be accepted by CBO unless they are accompanied by a valid RMA number clearly marked on the side outside of the package. CBO reserves the right to return any RMA product received that does not match the information on the original RMA request, such as an invalid RMA number, the RMA number is not visible or not indicated, the RMA condition described by the customer is different from the actual condition of the product, the RMA number has expired, an unauthorized return (no RMA number has been issued), no CBO serial number on the product or the product is physically damaged. If you have any further questions regarding CBO's RMA procedure, product return policies and/or other similar issues, please contact CBO's Service and RMA Department during office hours Monday through Friday (9:30am to 4:00pm CEST).
How can I request a return and refund or exchange?
If you have requested a return of your purchased items and expect a refund, please note that CBO can only process the refund once the goods have returned to our warehouse in Germany.
What are the restocking fees and when do they apply?
In some goodwill cases a 15% restocking fee may be charged for products returned within 3 months of the invoice date. A 30% restocking fee will be charged for products returned within 6 months. After 6 months from the invoice date, a 50% restocking fee will be charged for the unopened box that is returned within 12 months. After 12 months from the invoice date, CBO will not authorize the return of the non-products for credit. Whether a restocking fee is applicable will be decided on a case by case basis.
How will CBO process my refund?
If you wish to return an item and request a refund, we will initiate the refund process as soon as the returned product arrives at our warehouse, is registered and approved for a refund. The type of refund will depend on the payment method you used for the purchase.
Please see the following points for more details:
If you paid by credit card
As soon as we have booked your return in our returns warehouse, we will arrange for a refund of the invoice amount. This can take up to 5 working days.
- If the validity of your credit card used for the purchase has expired, we will need your bank details (name of the account holder, IBAN and BIC/SWIFT code) to refund the purchase amount to your bank account.
If you paid with PayPal
As soon as we have booked your return in our returns warehouse accordingly, we will arrange a refund of the invoice amount via PayPal. This can take up to 10 working days.
If you have paid in advance by bank transfer or on account
Please provide our customer service department with your bank details so that we can process your refund. For this we need: Name of the account holder, IBAN and BIC/SWIFT code.
Normal practice shows that your payment will be received in your account within 10 working days after CBO has initiated the refund.
VAT refund in case of VAT exemption
If you are exempt from paying VAT, we need a written confirmation of the VAT exemption and your VAT number.
The tax department of CBO will examine your claim for VAT exemption.
If you are exempt from paying German VAT, the excess German VAT paid will be refunded by credit note.