Terms and Conditions
WE SELL ONLY NEW (OR REFURBISHED) FULLY WARRANTED MERCHANDISE TO OUR CUSTOMERS
It is the customer’s responsibility to ensure products sold on our web site are compatible with their home network components.
Warranty: All products come with 90 days full live support and a one (1) year service warranty, with the exception of USB cables which come with 30 day warranty. There are no refunds and no exchanges.
If a new system version was released that is not compatible with your home equipment, we will still not offer returns. It is the customer’s responsibility to ensure compatibility.
Products have been fully tested and have a defect rate of about .01%. Please be sure that your product is setup correctly and components that need to work with your product are powered on. Common problem areas include poor wireless signal, product or media player not powered on, firewalls and sharing not enabled on the computer. The support web page has many detailed troubleshooting tips. After fully troubleshooting the product’s set up and operation you can contact a technical support agent that can address questions or problems not found in the User Guide or on the support web page.
Once you have read over the technical support options and contacted a technical agent to determine if the product is defective, you will then be issued a return material authorization (RMA) number to authorize the return of your product. Only then can your product be returned for testing and will be replaced if defective.
Any products that appear to be damaged during shipping must be reported to us at the time you receive the package using the support ticket system on our support web page. Shipping times may vary and are not guaranteed. If a customer changes their address after the product is shipped they will be charged an RTS fee and reshipping fee. In the case of Fedex the package may be able to be redirected. A $15 change of address fee will be charged to recover costs of this change.
When returning a product for warranty claim or defects, you must include the following:
- a copy of your sales receipt
- a copy of your HSTI technical support ticket or reference the ticket number and date
- your return address, phone number
- a description of the problem
Keep a record of when it was shipped and the tracking number if you’re using a trackable shipping method. (This is highly recommended).
All warranties are Return to Base (RTB), therefore it is the customer’s responsibility to pay all shipping costs including import taxes for any returned items.
If the returned product is verified as faulty, it will be replaced as soon as possible. If the item is no longer available, it will be replaced with an equivalent or higher specification product.
If the returned product is verified as working 100%, it will be shipped back to you as soon as possible. You are responsible for all return shipping costs and testing fees which can be paid by credit card or Pay Pal.
The customer is responsible for shipping and return shipping costs in the event incorrect data is provided or the package is refused.
We will not accept packages returned by UPS !
To return goods from USA:
- For anything over $50 you must use a USPS Global Priority Flat Rate Envelope. Keep the tracking number on the package – in most cases there is a label you can peel off and keep for your records. Do not pay for an overnight envelope when shipping to Canada as it is slower then global priority.
- You must clearly mark on package: Returned Defective Goods
- Ask post office (in US) for Customs CN 22 label and write:
Returned Defective Electronic Parts (in the description)
Price paid before shipping ( In Value)
Check off the Merchandise Box
Write your Signature.
Home Server Technologies Inc. (HSTi)
#218, 3016 – 19th Street NE
Calgary, AB, Canada
Any products not marked ‘Returned Defective Goods’ will be subject to duty and taxes and we will not accept them. They will be returned to you from the postal company at your cost.
Any order that is cancelled before shipping is subject to a processing fee to cover the credit card processing costs for which we are not refunded. This includes double orders – sorry we cannot have these fees refunded so if you placed an order on our web site and it timed out, simply log back into the web site to see if it was received before placing another order.
We reserve the right to charge a fee to your credit card, not exceeding $50.00, in the event of an invalid charge-back fee. Make sure to contact us for any RMA assistance.
It is the customer’s responsibility to ensure any product ordered/received is not used and or imported in any way in which it would violate any laws.