Support for every step of your radio program.
We want the process of sending gear back to be simple and clear. This page explains when you can send products back, what condition they must be in, and how the process works.
Overview
Most standard products can be sent back within a set time after delivery.
Custom work, special orders, and used items are handled differently.
Unless your quote states something else, use the guidelines below.
Items you can send back
You may send back most:
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Handheld and mobile radios
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Infrastructure and repeaters that are standard models
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Headsets, mics, chargers, and other accessories
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Unopened spare parts in their original packaging
Gear must be clean, complete, and in good working order.
Items that are not eligible
Some items cannot be sent back except when they arrive damaged or incorrect:
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Custom-configured or engraved gear
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Software licenses and activation keys
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Programming, design, and field labor
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Special orders that we do not stock
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Products damaged by misuse, abuse, or neglect
Check your quote if you are unsure about a specific item.
Time window and condition
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Standard window: 30 days from delivery
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Products must be in “like new” condition
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All boxes, inserts, cables, and manuals should be included
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Any free items tied to the order may need to be sent back as well
If devices show heavy wear, missing parts, or user damage, they may not qualify.
Restocking fees
To cover testing, cleaning, and repackaging, a restocking fee may apply:
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Standard stock items: up to 15%
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Larger systems or high-value components may have different terms listed on the quote
Fees are reviewed when we receive and inspect the shipment.
How to start the process
1. Locate your order number, contact name, and a list of items.
2. Email or call our support team and request a return authorization (RMA).
3. We will confirm eligibility and send shipping instructions plus an RMA number.
4. Write the RMA number on the outside of all boxes.
Shipments without authorization may be delayed.
Shipping guidelines
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Pack devices in sturdy boxes with enough padding
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Use the original packaging when possible
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Insure the shipment with the carrier
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Keep tracking details until the process is complete
Customers are usually responsible for the cost of shipping gear back unless the error is on our side.
Damaged or incorrect items
If a shipment arrives with visible damage or the wrong product:
1. Take photos of the boxes and equipment.
2. Save all packing material.
3. Contact us within 5 business days of delivery.
We will review the case, arrange repair or replacement, and handle any carrier claim as needed.
Refunds and credits
After inspection:
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Approved items are processed within a set number of business days
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Funds are sent back using the original payment method or as an account credit
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Any fees, missing parts, or damage may be deducted
Your support contact can share the expected timing for your order.
How this works with warranty
Returns handle new purchases that are no longer needed.
Warranty support handles defects during the covered period.
If you are not sure which path fits your situation, our team can help you choose the right one before you ship anything.