Terms & Conditions

Seller offers a 30-day return policy except software, batteries and special order items which are non-returnable. Manufacturer restrictions apply to certain merchandise, as detailed below and are updated from time to time. Customer may obtain additional details and any applicable updates from the dedicated Seller account manager and may obtain manufacturer contact information by contacting  QUESTYME Customer Relations, which may be reached by calling 877.226.0361 (US) or 877.799.7944 (CANADA).


  1. Return Restrictions.
  • Defective Product Returns. Customer may return most defective products directly to Seller within fifteen (15) days of invoice date and receive at Seller’s option credit, replacement, exchange, or repair. After fifteen (15) days, only the manufacturer warranty applies.
  • Non-Defective Product Returns. Customer may return most non-defective Products directly to Seller within thirty (30) days of invoice date and receive, at Customer’s option, credit or exchange, except that an automatic Seller restocking charge will reduce the value of any such credit or exchange by a minimum of twenty percent (20%). All open boxes are subject to a restocking charge of forty percent (40%), no exceptions.
  • Restricted, Repair-Only Returns. Certain Products can only be returned for repair—not for exchange, replacement or credit—based on current manufacturer requirements. Such Products should be returned to Seller, shipped directly to the manufacturer, or taken to an authorized service center in Customer’s vicinity. More information may be provided by the dedicated Seller account manager or by  QUESTYME Customer Relations.
  • Restricted, Manufacturer-Only Assistance. Certain Products cannot be returned to Seller for any reason—without exception—and Customer must contact the manufacturer directly  for any needed assistance. More information may be provided by the dedicated Seller account manager or by QUESTYME Customer Relations.
  • Special Orders. Products that are specially ordered may be non-returnable or may have unique return restrictions provided at the time of sale. More information may be provided by the dedicated Seller account manager or by QUESTYME Customer Relations.


  1. Customer Shipment of Returned Merchandise.
  • Return Merchandise Authorization (RMA) Number. No returns of any type will be accepted by Seller unless accompanied by a unique RMA number, which Customer may obtain by providing the following  information to QUESTYME Customer Relations: customer name, applicable invoice number, product serial number, and details of Customer’s issue with the product. Customer has five (5) days to return a Product after the applicable RMA is issued.  QUESTYME reserves the right to refuse any UNAUTHORIZED returns: those that occur after the five (5) day period or those involving Products that are unaccompanied by valid RMA’s.
  • Returned Products Must Be Complete. All Products MUST BE returned one hundred percent (100%) complete, including all original boxes, packing materials, manuals, blank warranty cards, and other accessories provided by the manufacturer.  QUESTYME reserves the right to refuse the return of incomplete products. In addition,  QUESTYME will charge a minimum twenty percent (25%) restocking fee for returns that are accepted.
  • Responsibility for Shipping Costs. Customer is responsible for the cost of shipping returned items; Seller is responsible for the cost of shipping replacements or exchanges of returned items and will match Customer’s shipping method.
  • Customer Shipping Insurance. Customer is strongly advised to purchase full insurance to cover loss and damage in transit for shipments of returned items and to use a carrier and shipping method that provide proof of delivery. Seller is not responsible for loss during such shipment.


  1. Merchandise Damaged in Transit.
  • Refusal/Receipt of Damaged Products. If a package containing items purchased from Seller arrives at Customer’s address DAMAGED, Customer should REFUSE to accept delivery from the carrier. If Customer does accept delivery of such a package, Customer must: (i) note the damage on the carrier's delivery record so that Seller may file a claim; (ii) save, as is, the merchandise AND the original box and packaging it arrived in; and (iii) promptly notify Seller either by calling  QUESTYME Customer Relations or by contacting the Seller account manager to arrange for carrier’s inspection and pickup of the damaged merchandise. If Customer does not so note the damage and save the received merchandise and does not so notify Seller within fifteen (15) days of delivery acceptance, Customer will be deemed to have accepted the merchandise as if it had arrived undamaged, and Seller’s regular return policy, as described in sections 1 and 2 above, and all current manufacturer warranties and restrictions will apply.


  1. Credits
  • Any credit issued by Seller to Customer under this return policy must be used within two (2) years from the date that the credit was issued and may only be used for future purchases of Product and/or Services. Any credit or portion thereof not used within the two (2) year period will automatically expire.


  1. Order cancellation
  • Any orders cancelled due to any reason are subject to a restocking fee (20% of order total) & all shipping charges to consignee and back to shipper if they have been picked or shipped from the warehouse, no exceptions. Questyme USA reserves the right to charge appropriate processing fees in addition to the restocking charges as it deems

  1. Special order items
  • Include: All 3 phase units, ISX configurations, single phase Symmetra RM, LX & LX XR, 230V or international units, external battery cabinet units, NetBotz products, spare parts and all industrial grade UPS units.


  1. Freight
  • For any outbound shipments, ground, expedited, LTL or any variants, Questyme is not responsible for any carrier related delays, errors or ancillary charges. If the carrier bills the consignee directly, that is a matter directly between the carrier and the consignee. Questyme will not be held responsible.
  • If the customer can use their own shipment account with their carrier of choice, Questyme has no visibility/liability in the matter. All concerns such a shipping transit time, expenses and ancillary charges are to be dealt with the account holder and the carrier directly. Questyme will not be held responsible.
  • For any return shipments from/to the consignee and back, the consignee has to pay all shipping charges.


  1. Payment
  • Payments are due on time as per the terms determined for your account. If a credit card has to be held on file for security, it will be charged on every transaction that is not made on time, with or without any notice to you.