General Return Policy

Our general policy is that we can will take back any merchandise from a customer that the manufacturer will take back from us.

We do not offer cross-ship services. Before shipping a replacement product, we will have to wait for the return of the original product, or the customer will have to pay for the second product.

Refunds on cash or check purchases will be issued by check and mailed within 14 business days of return.

Certain manufacturers must be contacted directly in order to process returns.

Re-stocking fees

SecureHQ reserves the right to charge a re-stocking fee of 15% on all non-defective merchandise. SecureHQ also reserves the right to not refund any related fees, such as shipping and handling.

Manufacturers who do not accept returns

The following manufacturers are known to not accept returns:

• ISS
• Juniper/NetScreen (replacement for defective hardware only)
• Websense

This list is not intended to be comprehensive.

Returns due to unequivocally defective merchandise

Within 30 days of the ship date you may return a defective product, subject to manufacturer restrictions and SecureHQ approval. After 30 days, all returns must be processed by the manufacturer under warranty coverage.

The product must be clearly and unequivocally defective (for instance, the lights don't come on when the product is plugged in). The customer is expected to contact the manufacturer's technical support line before returning the product. The purpose of this requirement is two-fold: one, the tech line may be able to fix the problem, and two, the tech line, not the customer, must make the determination that the product is defective. Customer must request an email from the tech support representative stating that the problem is defective hardware. This email must be submitted as part of the return.

Certain manufacturers must be contacted directly in order to process returns of defective merchandise. Defective products can only be exchanged for the same item. Any returns found to be non-defective may be returned to the customer.

How to return an item

Before returning the item, you must contact SecureHQ for an RMA (return merchandise authorization) request form. Once that form is faxed back, we will evaluate the request and respond by email, typically within two business days.

Items must be returned via UPS, FedEx, or insured parcel post. Customer is responsible for any damage during shipment. We recommend re-using the original shipping carton and packing materials if possible. Please write the RMA number on the outside of the package.