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Return Policy

Make the return process as simple and easy as possible.

Return and Exchange

FS.COM GmbH offers return or exchange services for most items within 30 days of receipt of products. You will find the applicable conditions on this page. This will not restrict your statutory right of withdrawal. You will find the details of your statutory right of withdrawal in Terms and Conditions.

  • Return Policy for FS.COM Stock Products
  • Return Policy for FS Custom Non-stock Products
  • How to Process a Return
  • Q & A - Return & Refund
  • Q & A - Replacement & Maintenance
  • Q & A - Delivery Cost and Customs

Return Policy for FS.COM Stock Products

For FS.COM standard stock products (consumables and fiber optic cable excluded), we offer a 30-day return & refund and replacement service. Within their warranty period, we still offer replacement and free maintenance services.

The standard stock products include CWDM DWDM MUX, Fibre Optic Transceivers, Fibre Patch Cables, FHD Fibre Enclosures, FHX Ultra MTP/MPO Cassettes, FHD MTP/MPO Cassettes, FHU MTP-LC Patch Panels, Ethernet Switches, and etc, which are indicated the quantity in stock with “xx pcs in XX (Warehouse)” right above the quantity selection.

To qualify for return and exchange, all the following conditions must be met:

* You should submit the request within 30 days the date of receipt of goods.

* Returned product must be new or like new and in good physical condition (no artificial damage).

* The original product package (including product instruction, accessories, trademark, etc.) must be sent back along with the product.

* A Return Merchandise Authorization (RMA) must be provided to FS.COM and necessary contact information (including but not limited to name, phone numbers, address, email, purchased date, etc.) must be clearly displayed on the printed RMA.

Note: For the return and exchange request, FS.COM is not responsible for lost packages due to the carrier. And if products received can not be verified or problems proved to be caused by misuse, it's not covered by this policy.

For Fibre Optic Transceivers, after the 30-day return and exchange service expires, you are still eligible for the return and exchange services if there is any quality problems within ONE year. We will be responsible for the shipping and customs duty of returned products. If there are any quality problems after one year, we offer free maintenance within the warranty period. Please note that returns may be accepted on a case-by-case basis.

FS.COM GmbH reserves the right of final interpretation.

Return Policy for FS Custom Non-stock Products

For custom non-stock products, we offer maintenance services within the warranty period. Custom non-stock products are titled under "customised" on FS.COM. However, customised Fibre Optic Transceivers, DACs and AOCs are exceptions.

There is no warranty period and maintenance services for consumables, such as Fibre Patch Cables, Ultra High Density Cables, Fibre Pigtails, Ruggedized Fibre Cables, Pre-terminated Multifibre Cable, Bulk Fibre Cables, and Fibre Cable Assemblies. We offer a 30-day refund and exchange service to certain cables, but not all.

For a detailed warranty period list of all products, please visit FS Products Warranty Brochure.

How to Process a Return

1. For registered members, please refer to below on how to start an RMA for online orders in your Account Centre.

*You can also click here to access “Product Return Form” to complete and submit your return request. we will contact you for further operation. (Return method above is recommended and much quicker)

Your application will be approved immediately if it meets the standard of this return policy. If it does not, don't worry. Your sales representative will contact you within 12 hours.

2. Your return may be declined for one of the following reasons, so please check carefully before sending products back.

1) The item was non-returnable or non-returnable if opened;

2) The online return centre wasn't able to locate the order number or other information needed to process the return;

3) The item is not FS.COM product.

Q & A - Return & Refund

Where should I send the products back?

Munich return address (for EU countries):

*Door to door direct delivery*

FS.COM GmbH Building 7, NOVA Neufahrn Gewerbepark,
Am Gfild 7, 85375, Neufahrn bei Freising,
Munich, Germany

Tel: +49 (0) 89 414176412

ATTN: John Wu

How and when can I get my money back?

We will process the refund immediately after we receive the returned products. Usually, you will receive the refund within 2-3 working days after the refund is processed.

Payment Method Refund Method Refund Time (Once Refund Is Processed)
Credit Card Credit Card or Reserve Funds Within 2-3 days
PayPal PayPal or Reserve Funds Within 2-3 days
Wire Transfer Wire Transfer or Reserve Funds Within 2-3 days

We will process the refunds every Wednesday and Saturday. Refunds to PayPal accounts will be received immediately, while refunds to your credit account and wire transfers may take about 2-3 working days.

When will you process the refund?

FS will process the refund on the receipt of returned products.

Is the delivery cost refundable?

Unfortunately, delivery cost for returned items are not refunded. Only the cost of the item is refunded. However, if the reason for return is due to our mistake or damaged product due to quality or defective item then we can refund the cost of delivery.

Q & A - Replacement & Maintenance

Who will be responsible for the price difference, if any, when processing a replacement?

If the price of the replacement is higher, you will be required to pay for the extra fee.

If price of the original product is higher than the replacement, you can have the price difference reserved in your FS.COM account as credit or request a refund.

FS adjusts the unit price of products periodically, the price difference will be generated based on the original order price. FS.COM GmbH reserves the right of final interpretation.

How long does the product replacement process take?

After your RMA application is approved, we will prepare the replacement(s) immediately. Replacements will be shipped out on the receipt of returned products. The duration of the product replacement process varies based on the delivery time of returned parts and replacements.

If you are in an urgent need of your product, and stock is readily available, we suggest you place a new order.

How long will the maintenance take?

We will arrange for maintenance as soon as we receive the returned parts. The time of maintenance varies from product to product and the extent of maintain services required. We will keep you updated throughout the whole maintenance process. After maintenance is finished, your sales representative will let you know when your products will be shipped.

If the products I purchased already passed the warranty period, can you still maintain it for me?

Yes, you can still send them to us for maintenance. But we will charge according to the product status.

Q & A - Delivery Cost and Customs

Should I pay all the delivery cost and customs for products I send back to you?

If your return is due to an error on our part ( you received an incorrect or defective item, etc. ), FS.COM will cover the return shipping and customs duty costs. Otherwise, you are responsible for these charges of returning items on your own.

For fibre Optic Transceivers, if there are any quality problems after one year and within the warranty period, we can provide free maintenance service but you should pay the delivery cost and customs for sending products back.

Please note: Munich Warehouse may not be the final repair location. This might impact the amount of customs duties generated by your return shipping. Please contact your sales representative for a customs duties estimation before shipping out any malfunctioning parts back to FS.COM GmbH. Upon receiving these parts, we will send you the customs duties invoice, which must be paid before we will begin your free service repairs. In the case that your return shipping incurs high customs duties, we recommend placing a new order.

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