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Refund Policy

Refunds, Exchanges, Repairs, or Replacement of Forward Edge-AI Products and Software

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Written by Eric Adolphe
Updated over a week ago

Refunds, Exchanges, Repairs, or Replacement of Forward Edge-AI Products and Software

January 01, 2024

Refunds

When you return an item, your refund amount and refund method may vary. Check the payment method refunded and the status of your refund in Your Orders.

How Long Do Refunds Take After I Return an Item?

A refund will be provided after we process your return item at our facilities. It can take up to 30 days for us to receive and process your return. In certain circumstances refund time frames may be longer.

We issue the refund to the refund method you select in the Online Returns Center, and it may take additional time for your financial institution to process the refund. See below Refund Times. Learn how to Track Your Return.

Advanced Refunds/Replacements/Exchanges

Sometimes, we issue a refund or ship a replacement/exchange to you prior to receiving the return item.

Advanced Refund

In some cases, as soon as the item is dropped off by you or received by our carrier, a refund will be issued, in advance of our receipt and processing of the item at our facilities, to your credit card or Government Purchase Card.

Advanced Replacement/Exchange

If you see an option in the Online Return Center to initiate a replacement/exchange of your original item, follow the instructions to return the item and request a replacement/exchange. If the replacement/exchange order is immediately shipped to you, you'll need to return your original item(s) by the "Return by" date referred to in your return request confirmation email or you will be charged for the replacement/exchange.

Possible charges after advanced refunds/replacements/exchanges

After you complete a drop off or pick up of return item(s), it may take some time for the item(s) to be transported to Forward Edge-AI. Once we receive the item(s), we will verify and inspect the item(s) against the expected product(s) and quantity in your return request. If we do not receive the expected product(s) and quantity as submitted by you in your return request, or if the item(s) are not in original condition or missing parts/accessories/manuals, we will charge you the previously refunded amount (or for the previously shipped replacement/exchange order). If the charge is unsuccessful, you will be prompted to complete payment before initiating another return request.

To avoid being charged, take the following actions:

  • Only initiate return requests for items in their original condition

  • If applicable, apply the correct mailing label

  • Drop off or pickup each item you're returning at an eligible location

  • If after completing a drop off or pick up you receive an email from us asking you to return an item or items or indicating you have been charged for the item(s), the charge will be reversed after Forward Edge-AI receives and processes the item(s) and verifies the expected product(s) in your return request.

Refund Times

Once we issue your refund, it takes additional time for your financial institution to make funds available in your account.

Refund Method

Refund Time (After Refund Is Processed)

Credit card

Three to five business days

Government Purchase Card

Two to three hours

Debit card

Up to 10 business days

Checking account

Up to 10 business days

Wire transfers

Up to 10 business days

Promotional Certificate

No refund issued

Note: If you no longer have the physical pre-paid credit card, we still store the card within your account. You can use the card toward future purchases. For orders that used the Forward Edge-AI Currency Converter, we issue the refund in your local currency using the same rate as the original order.

Replace a Damaged, Defective, or Broken Item

Visit Your Orders and we will let you know what your options are for damaged, defective, or broken items.

Replace an item:

Go to Your Orders and select Return or replace items beside the item you want to replace. Enter a return reason on the next screen. Select the item that you want to replace and select a reason from the Reason for return menu. Follow the instructions on the screen.

A replacement order, with the same shipping speed that was used on your original item, will be created. You'll need to return the original item within 30 days to avoid being charged for keeping both the original and replacement items. The replacement order may be shipped only after you ship the original item(s) back to Forward Edge-AI. We recommend you to ship back the original item(s) as soon as you request a replacement.

Get Product Support

If you need help with using your product or if it doesn't work correctly, Forward Edge-AI provides free Product Support. Among these options are calls, chat, emails, articles, user guides, and text or video troubleshooting guides. We assist with issues such as product setup, troubleshoot, and how to use replacement within the legal guarantee window.

To get Product Support on your item:

  1. Go to Product Support.

  2. Click on the product you need support for.

  3. Select the support option that best suits your needs.

  4. Note: The availability of these options varies depending on the item that you purchased. If product support is not available for your item, go to Your Orders to get a refund or a replacement for a damaged, defective, or broken item.

The type of refund or credit a gift recipient receives depends on how the giver purchased the gift and how the recipient returns the gift. For more information, go to Return a Gift.

Forward Edge-AI may determine that a gift recipient is eligible for a refund without requiring a return. If a gift return is eligible for a refund without returning the item, the gift recipient receives a notification in the Returns Center or via Customer Service. For more information, go to Conditions of Use.

Partial Refunds

Please note that refunds will be reduced for returned items, such as for signs of customer use or damage, or missing parts, accessories, or manuals.

Item

Refund

Items in original condition past the return window*

80% of the item price

Opened items (taken out of its packaging or tamper detection wrapping)

50% of the item price

Items with damage, missing parts, not in original condition, or that have obvious signs of use for reasons not due to an Forwardedge.ai

Up to 50% of the item price

Software for reasons not due to an Forwardedge.ai error

0% of the item price

Promotional Certificate

No refund issued

Note: For customers in CT, MD, NV, PA, VA, WV, and WI, tax on restocking fees may apply to return items shipped and sold by Forward Edge-AI. Some products have additional conditions that may apply.

© 2024 Forward Edge-AI, Inc. All rights reserved.

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