Returns & Exchanges
We aim to make every return, exchange, and refund request clear and straightforward. If you experience an issue with your order, please contact us before returning any product.
How to Return an Item
Please follow the steps below. Do not send any product back before receiving RMA approval and return instructions.
Submit Your Request
Receive RMA Approval
Pack & Return
Inspection and Resolution
Return Policy
Return eligibility depends on the request date, product condition, reason for return, and whether the product was customized.
Eligible Returns
A product may be eligible for return or exchange when:
- The request is submitted within 30 calendar days after delivery.
- The product remains in its original condition.
- The original packaging, accessories, labels, and documents are included.
- The product received is incorrect, damaged, defective, or does not match the confirmed order.
- Prior RMA approval has been obtained.
Returns Requiring Individual Review
The following return requests must be reviewed individually:
- •Products with customized coding, labeling, packaging, or cable lengths.
- •Special-order or made-to-order products.
- •Products missing original packaging, accessories, or documents.
- •Requests submitted after the applicable return period.
- •Products showing signs of installation, modification, improper use, or physical damage.
Customized and special-order products may not be eligible for return unless they are defective or do not match the confirmed specifications.
Products returned without prior RMA approval may be delayed, refused, or returned to the sender.
Return Shipping Costs
- If the return results from a product defect, shipping damage, or an order error made by FiberWeek, we will cover reasonable return shipping costs.
- For returns unrelated to a product defect or order error, the customer is generally responsible for return shipping, customs duties, taxes, brokerage fees, and other related charges.
- Please use the approved shipping method provided with the RMA instructions. Additional charges resulting from an unapproved shipping method may not be reimbursed.
Exchanges
To request an exchange, please contact your sales representative or email support@fiberweek.com.
Before confirming an exchange, we will review:
- The condition of the returned product.
- Availability of the replacement product.
- Any price difference between the products.
- Shipping costs and other applicable charges.
- Compatibility and customization requirements.
The replacement product will normally be shipped after the returned product has been received and inspected, unless otherwise agreed.
Refunds
Approved refunds are normally processed within seven business days after the returned products have been received and inspected.
- Refunds are generally issued to the original payment method. Additional processing time may be required for your bank, card issuer, or payment service provider to post the funds to your account.
- Original shipping charges are refundable only when the return results from a product defect, shipping damage, or an order error made by FiberWeek.
If a refund cannot be issued through the original payment method, our sales or support team will contact you to confirm an alternative arrangement.
FAQs
Frequently asked questions about returns, exchanges, and refunds.
? How do I request a return or exchange?
Contact us with your order number, product details, quantity, and reason for the request. Please wait for RMA approval before returning any product.
? Who pays the return shipping costs?
FiberWeek will cover reasonable return shipping costs when the return is caused by a product defect, shipping damage, or an order error. For other returns, the customer is generally responsible for the related costs.
? Can customized products be returned?
Customized and special-order products require individual review. Eligibility depends on the type of customization, product condition, and whether the product can be resold.
? When will I receive my refund?
Approved refunds are normally processed within seven business days after the returned products have been received and inspected. Your bank or payment provider may require additional processing time.
? Can I exchange a product for a different model?
Yes, subject to product condition and inventory availability. We will confirm any price difference, shipping costs, compatibility requirements, and other applicable charges before processing the exchange.
Need Help?
If you have questions about a return, exchange, replacement, or refund, please contact our support team before sending any product back.
Contact Support