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. Lumen Technologies provides Device Management for customers who purchased these services. Device Management by Lumen include:

The information applies only to customers who purchased Isidore Quantum devices without device management. Customers with Device Management should contact Lumen Technologies directly:

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.

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

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.

If you see an option 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.

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.

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

Note: If you no longer have the physical credit card, or Government Purchase 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.

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

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 of requesting a replacement to avoid being charged for keeping both the original and replacement items. We recommend you to ship back the original item(s) as soon as you request a replacement.

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.

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.

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.

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