Return and Exchange Policy
Q: Can I return some of the items I ordered?
A: Yes, only if the items are NEW and UNOPENED. Items must be returned within 14 days after receiving them. Returns are issued via store credit. If you have opened any of the items we cannot accept them back unless your product is defective, which is a different case. If your package is NEW and UNOPENED, email us at firstname.lastname@example.org to request an RMA number. Then you can write the RMA number on the package and include a note in your package requesting a return with your order number. You should ALWAYS get tracking on your return package and hold on to the number! We can’t issue a return for something that gets lost in the mail when you send it back. Also, expect it to take 3-5 business days for your return to be processed once it arrives at our warehouse.
We will accept merchandise for return that was purchased only from Fractal Engineering as long as the item is unopened and unused. Doing either of these voids the possibility of return. Items returned must be in new condition with manuals, accessories, and other items in the original packaging. We will not accept items that have been glued, adjusted, or tampered with from the original form upon arrival. Returns are via a store credit.
If the item we sent you is defective when you receive the shipment, contact us immediately. For returned merchandise found to be genuinely defective, we will ship out a replacement free of charge. In almost all cases, we will work with you to debug your issue prior to accepting the return. In your initial email, please send us photos of your product, a detailed description of your issue, and a description of what you have already done to fix it. You may be required to ship the item back to us. Please obtain a tracking number when returning merchandise. We accept no responsibility for lost packages. In the event that a returned package does not make it back to us, Fractal Engineering cannot be held responsible for the loss of merchandise throughout the process. We may not reimburse return shipping costs or refund shipping costs. Shipping and handling charges on all orders will not be refunded. We reserve the right to exchange, replace, or refund merchandise and not refund money if we deem that the merchandise has been misused or modified in any form. It is highly recommended that you inspect the products ordered upon receipt and identify and report any issues BEFORE you try to fly, modify, construct or use the product.