Return Policy

Return Policy (other than DOA and Warranty Replacement)

Only in limited situations will returns be allowed. Returns must be approved in advance by the Director of Operations, along with Product Manager’s involvement. The attached Return Material Authorization (RMA) request form must be completed in full and sent to the following email address A RMA number will be issued upon verification of the information contained in the RMA form. All returns must have a valid RMA number written clearly on the outside of the box. Products received without a valid RMA number will be refused and returned to sender.

All returns are subject to inspection prior to credit being issued. They must be received in new/resalable condition and in its original packaging. All goods authorized for return will be subject to a minimum 20% restocking charge. Further deductions may be made if the product returned is in a depreciated or damaged state.

Customer is responsible for all shipping charges incurred to ship the product to Crossover

The RMA number is valid for 2 weeks from date of issue. The product must be received by the warehouse within these 2 weeks or the shipment may be refused unless tracking information has been provided.

Order Cancellation

Cancellations are accepted before the order has been sent with the exception of custom made/non-cancellable specific items*. However, if an order has been shipped out it may be subject to a 20% restocking charge as outlined in the return policy. If the order has not been shipped out and you are a customer with “established credit” we can place the order on hold until such time as you determine why requirements may have changed. If the order has not been shipped and you are NOT a customer with “established credit” you have paid by credit card, then you are subject to a cancellation fee equaling the merchant charge assessed by your credit card provider.

*Custom Made and/or Non-Cancellable Equipment

As soon as an order is received by Crossover for a custom made or non-cancellable item that item is no longer cancellable by the customer. If an item is non-cancellable and non-returnable it will be listed on your quote and order confirmation.

DOA (dead on arrival) and In-Warranty Replacement

DOA is product that shows symptoms of hardware failure preventing operability upon first use. If you suspect you have a product showing signs of DOA please contact Crossover within the first 14 days from original invoice date to arrange for an “advance replacement”. If a DOA unit is discovered to have no fault found a $50 per unit fee will be charged.

Warranty replacement policies vary depending on the manufacturer. Crossover passes on to its customers the same warranty service offered by the manufacturers with whom Crossover has a direct relationship. If Crossover does not have a direct relationship with the manufacturer then we will honour the warranty service provided by that particular manufacturer as it relates to the product purchased.

Out of Warranty Return

Non-warranty RMAs require a purchase order from the customer to cover the fee for the repair before the repair can proceed. If the unit is found to have no fault found then a $50 fee will be charged per unit. Once the purchase order is received, the customer will be provided with an RMA number that must appear on the outside of the box. Failure to do so will result in a delay in processing or refusal of shipment.