Return and refund policy



30-Day Returns (Standard Retail Items)

We have a 30-day return policy for standard items, which means you have 30 days after receiving your item to request a return. For eligible standard retail items, we offer free return shipping.

To be eligible for a standard return, your item must be in the exact same condition that you received it: unopened, unused, and in its original packaging with all factory seals intact. You will also need the receipt or proof of purchase.

To start a return, you can contact us at support@efive.io. If your return is accepted, we will send you a free prepaid return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Enterprise Hardware, B2B, and Custom Quotes

Due to the specialized nature, value, and distributor sourcing of enterprise IT equipment, strict return conditions apply to business-to-business (B2B) transactions, custom quotes, and enterprise-grade hardware.

  • NCNR (Non-Cancelable, Non-Returnable): All built-to-order (BTO) systems, configured-to-order (CTO) servers, volume purchases, items purchased via a custom sales quote, and specialized enterprise infrastructure (e.g., enterprise routing, SAN storage, high-density switches) are strictly NCNR. Once an order for these items is processed, it cannot be canceled, and the items cannot be returned for buyer's remorse.
  • Restocking Fees: In the rare event that eFive Inc., at its sole discretion, authorizes a return exception for an enterprise or custom-quoted item, the return may be subject to a minimum 20% to 25% restocking fee. Furthermore, the "Free Return Shipping" policy does not apply to these exceptions; the customer is responsible for all return freight and insurance costs.
  • Manufacturer Restrictions: We are bound by the return policies of our manufacturers and distributors. If the manufacturer does not accept returns for a specific SKU, eFive Inc. cannot accept the return.

Damages, Defects, and DOA

Please inspect your order upon reception and contact us immediately if the item is damaged, defective, or if you receive the wrong item.

  • Standard Items: If a standard item arrives damaged or defective, we will evaluate the issue and make it right immediately.
  • Enterprise/Commercial Gear: Enterprise hardware that is deemed defective or DOA is typically covered under the manufacturer's hardware warranty (e.g., Cisco, HPE, Dell). Customers may be required to open a support ticket directly with the manufacturer to receive technical validation of the defect before an RMA (Return Merchandise Authorization) or replacement can be issued. We will happily assist you in navigating the manufacturer's warranty process.

Exceptions / Non-Returnable Items

In addition to the enterprise restrictions above, the following types of items cannot be returned:

  • Software and Digital Goods: Downloadable software products, license keys, subscription renewals, or opened physical software.
  • Sale Items: Items purchased on sale or clearance are strictly final sale.
  • Hazardous Materials: Items containing hazardous materials, flammable liquids, or gases (e.g., UPS battery backups, certain compressed air).
  • Gift Cards: We cannot accept returns on gift cards.

Please get in touch if you have questions or concerns about the return eligibility of your specific item prior to purchasing.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days, minus any applicable restocking fees or return shipping costs for non-standard returns. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we approved your return, please contact us at support@efive.io.