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Free Project Support

For Enterprise

For Service Provider

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FHX Ultra HD Cabling System 

Data Center Structured Cabling 

Solutions

DC Cabling Solution Team
DCI Engineers
with CCIE/HCIE Certification

Free Project Support

Metro WDM System

FMT Multi-service Platform

Management System

Flexible Ring Architecture for 

Robust and Large-Scale

Optical Transport

OTN Solution Team
Senior Telecommunication
Engineers

Free Project Support

In-Building Wireless

Power Over Ethernet

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Building a Modern-Day SMB 

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Enterprise Solution Team
Network Engineers
with CCIE/HCIE Certification

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Coded & Tested In-house

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FS Box - Data Centre Tool Kit

for SFP/SFP+/XFP/

QSFP+/QSFP28

Optics Solution Team
Senior Hardware Design
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Return Policy

Make the return process as simple and easy as possible.

Return and Exchange

FS.COM offers return or exchange services for most items within 30 days of receipt of products. You will find the applicable conditions on this page.

  • Easy Returns
  • Popular Questions
  • Return Policy

Easy Returns

Start A Return

1)Click on Return/Replace in the “Completed Orders - Order history” section of your account center.

2)Choose the product you need to return, quantity of product(s) and problem type.

What to Do after Application Approved

1

Print RMA

2

Prepare package

(Include printed RMA )

3

Ship it

4

Wait for refund/ replacement/repair

Tips:

Additional comments about the problem you are experiencing may help the FS After-Sale team to deal with your return request faster.

Both registered customers and guests can start a return through the “Product Return Form”.

Registered customers can always Track Status and get a RMA in the Return Review page of the account center. It is more convenient and efficient.

If you place order as a guest, please contact our customer service team or your dedicated sales representative to get an approved RMA FORM.

Popular Questions

Return & Refund

Where should I send the products back

Munich return address (for EU countries):

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

Tel: +49 (0) 89 414176412

ATTN: FS.COM GmbH

Why is the return rejected?

Your return may be declined for many reasons, such as the product was damaged artificially, return package without RMA and so on. Read more about our Return Requirements.

If you are not sure whether you should send products back, please contact your sales representative in advance.

When will you process the refund?

We process the refund once we have received the returned products and have thoroughly checked their condition and that they match the requirements stated for a refund. This will not take more than a few days in most circumstances.

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
Bank Transfer Bank 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.

Is the shipping cost refundable?

If the reason for the return is due to a fault on our behalf or because of a damaged product, or a defective item, we will refund the cost of delivery.

Replacement & Maintenance

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

If the price of the replacement is higher than the original product, you will be required to pay the price difference.


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

How long does the product replacement process take?

Replacements are usually prepared upon the receipt of returned products. The duration of the product replacement process varies based on the delivery time of returned parts and stock status of replacements.

How long will the maintenance take?

The time period of maintenance varies from product to product. Your sales representative will keep you updated throughout the whole maintenance process until you recieve the items.

The warranty of the items has expired, can you still maintian it for me?

Yes, we can still provide maintenance service for products that have exceeded their warranty period, however we may charge a fee according to the product's real-time status.

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 all the shipping cost. Otherwise, the cost should be born by your own.

When is the custom duty caused and who should pay it?

Usually, international orders may cause custom duties upon import and export. If the items are returned from abroad, and the return is due to our error( you received an incorrect or defective item, etc. ), we will cover the custom duties.

Return Policy

Return Requirements

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

1) The returned product must be new or like new and in good physical condition (no artificial damage).

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

3) 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.

4) The product is purchased directly from FS.COM .

If any of the above conditions and requirements are not met, the item is not confirmed as faulty good, or the product is not returned with prior approval, the return case will be rejected under this policy. In this case, FS.COM will not be responsible for any incurring charges.

Standard Return

1) Return for refund within: 30 days

2) Return for replacement within: 30 days

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

The stock products such as CWDM DWDM MUX(CWDM OADM,DWDM OADM and Customized Mux&Filter excluded, Cat5e/Cat6/Cat7/Cat8 cables, FHD Fiber Enclosures, FHX Ultra MTP/MPO Cassettes, FHD MTP/MPO Cassettes, FHU MTP-LC Patch Panels, Ethernet Switches, and etc, are indicated with“xx pcs in stock, XX (Warehouse)”or “custom, ship on xx”(here “custom” can be clicked to show stock status in all warehouses) on the product page.

Special Return

1) Return for refund within: 30 days

2) Return for replacement within: 1 year

For Fiber Optic Transceivers, aside from the standard return service, you can still receive the return and exchange service if there is any quality problems within ONE year. If there are any quality problems after one year, we offer free maintenance within the warranty period. We will be responsible for the shipping and customs duty of returned products. Please note that returns may be accepted ase-by-case.

Consumable Product Return

1) Refund: Non-refundable

2) Returns: Non-replaceable

Consumable items are items such as Fiber Patch Cables, Ultra High Density Cables, Fiber Pigtails, Ruggedized Fiber Cables, Pre-terminated Multifiber Cable, Bulk Fiber Cables, Fiber Cable Assemblies, etc., that are consumed once they are used. If there is any quality problem found upon a delivery, please contact our customer service or your sales representative, we will process it promptly.

For custom non-stock products, we offer free maintenance services within the warranty period. However, customized Fiber Optic Transceivers, DACs and AOCs are excluded. Custom non-stock products are titled with “customized”on the product page.

For a detailed warranty period list of all products, please visit FS.COM Warranty Service.

Note: For the return and replacement, FS.COM is not responsible for any lost packages or cartons during transportation but we are always happy to help you deal with the issues.

FS.COM reserves the right of final interpretation.

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