Sofitrek wants return decisions to be clear, consistent, and tied to the actual order. This policy applies unless the product page, quotation, order confirmation, or mandatory law provides different terms.

Return-request window

An eligible return request must be submitted within 30 calendar days after delivery of the affected quantity. When an order arrives in separate shipments, the period for each quantity begins on its own delivery date.

Submit the request promptly when the issue involves transit damage, wrong item, shortage, dead-on-arrival product, or a material product-description concern. A later request may be considered when required by law or expressly approved in writing, but approval is not guaranteed.

RMA required before shipment

Every return requires a Return Merchandise Authorization, or RMA, and return instructions from Sofitrek. Do not send products to a website address, public location, payment processor, carrier office, or address from an earlier transaction.

An unauthorized return may be refused, delayed, returned to the sender, or handled at the sender's expense. The RMA identifies the approved items, quantity, reason, destination, shipping responsibility, and any evidence or packaging requirements.

Eligible reasons

Sofitrek will review timely requests involving:

• wrong manufacturer part number;
• short quantity;
• material difference from the stated condition;
• material difference from a confirmed packaging, date-code, lot-code, test, traceability, accessory, or documentation term;
• transit damage;
• dead-on-arrival or covered defect;
• buyer error, changed need, or another convenience return when the item remains eligible.

A request is not automatically approved merely because it was submitted within the window. Sofitrek may verify the order, delivery, product, condition, handling, and requested outcome.

Convenience returns

A convenience return is a return for buyer error, changed need, duplicate purchase, incompatibility, or another reason not caused by Sofitrek or transit damage.

A standard convenience return may be approved when the item is unused, uninstalled, unprogrammed, unaltered, complete, and in the same saleable condition and packaging in which it was supplied. The buyer is responsible for return shipping and any carrier risk until delivery to the authorized return address.

Sofitrek does not charge a restocking fee for an approved standard convenience return under this policy. A product identified before purchase as non-cancelable, non-returnable, specially sourced, customized, cut, programmed, or subject to a separate written term is not a standard convenience return.

Sofitrek-error and covered claims

When Sofitrek validates that the wrong item was supplied, the quantity was short, the item was materially misdescribed, the item arrived damaged, or a covered defect applies, Sofitrek will provide reasonable return instructions and will ordinarily cover the approved return-shipping method.

Do not purchase an unapproved premium service or create a carrier charge on Sofitrek's account. Shipping reimbursement is limited to the approved method unless a different arrangement is agreed in writing.

ESD-sensitive, moisture-sensitive, and sealed items

Electronic components can be damaged by electrostatic discharge, moisture, contamination, and improper handling. For a convenience return, opened ESD or moisture-barrier packaging, a broken factory seal, removed labels, soldered leads, installed parts, programmed devices, or other material handling can make the item ineligible.

These handling rules do not automatically defeat a valid wrong-item, material-misdescription, transit-damage, or covered-defect claim. Sofitrek may request relevant evidence and inspect the returned product to determine the cause and appropriate outcome.

Non-returnable items

Except for a valid covered claim or a non-waivable legal right, the following are not returnable:

• products identified before purchase as non-cancelable or non-returnable;
• specially sourced RFQ items when the quotation states they are non-returnable;
• custom, cut-to-length, programmed, configured, calibrated, altered, or buyer-specific products;
• downloaded software, activated licenses, or transferred entitlements;
• For Parts items returned solely because they are not functional;
• items not purchased from Sofitrek;
• substituted, mixed, remarked, tampered, or materially damaged return items;
• products missing a material item, accessory, label, certificate, packaging element, or component supplied with the order;
• products damaged through ESD, moisture, improper storage, installation, soldering, modification, misuse, accident, or operation outside applicable limits.

Return evidence

Provide information reasonably related to the claim, which may include:

• order number and item;
• affected quantity;
• photographs of markings, packaging, labels, damage, and shipping carton;
• a concise description of installation and symptoms;
• relevant measurements, test setup, or comparison information;
• serial, lot, or other identifier supplied with the product.

Do not submit passwords, full payment-card data, unrelated proprietary files, or export-controlled technical information unless Sofitrek has approved a secure and lawful method.

Technical defect evidence

For a defect or non-functioning claim, follow the objective evidence standards in Product Assurance. When reasonably available and relevant, identify the test method, equipment and settings, circuit or fixture, supply and load conditions, expected and observed results, and the number of units tested and affected.

Evidence is not accepted or rejected merely because of the instrument's price, brand, or origin. A measurement that is not capable of establishing the claimed failure may be insufficient by itself. Sofitrek may ask for a focused repeat, comparison, return inspection, or independent review before validating the claim. Failure to complete a reasonably necessary and relevant step may leave the claim unverified, subject to applicable law.

Packing the return

Return the same items supplied by Sofitrek. Use suitable antistatic, moisture, pin, terminal, and physical protection. Place the RMA information inside the package and follow the labeling instructions.

Do not write on or attach shipping labels directly to manufacturer packaging when an outer carton can be used. Poor return packaging can cause damage and affect the remedy.

Inspection and outcomes

After receipt, Sofitrek may compare the return with order records, photographs, markings, quantities, condition, and relevant test information. Processing time depends on the complexity of the claim and whether carrier, supplier, laboratory, or compliance review is required.

Possible outcomes include replacement, repair when agreed, full refund, partial refund accepted by the buyer, return to the buyer, or denial with an explanation. How refunds are calculated and when they are sent is described in the Refund Policy.

International returns

The buyer must follow the provided customs description and return instructions. Marking a return incorrectly can create duties, delay, or seizure. Sofitrek does not reimburse import taxes, duties, brokerage, or forwarding charges that were not paid to Sofitrek unless required by law or expressly agreed.

Do not send an international return until the RMA provides the correct destination and customs guidance.

Abuse and counterfeit-return prevention

Returns must contain only the product supplied by Sofitrek. Sofitrek may pause processing and preserve or investigate items that appear substituted, mixed, altered, remarked, or counterfeit. Fraudulent returns, abusive conduct, or repeated misuse may result in account restrictions and any action permitted by law.

Mandatory rights

This policy does not limit rights that cannot lawfully be waived. Where applicable consumer law provides a longer period, withdrawal right, legal guarantee, or different return-shipping rule, that law controls.

Start a return from your account when you can, or through the Contact and Help Center. Do not ship until the RMA is issued.