PRODUCT RETURNS AND PRODUCT RECYCLING

Warranty claims

If the product fails during the warranty period and the troubleshooting steps in the product documentation do not solve the problem, customers can visit www.hpe.com  to find support resources, locate authorised support providers, contact the Customer Care Centre, post questions to HPE support professionals or download software.

Returns

These guidelines only apply to returns initiated for HPE branded products (including Aruba, Nimble, 3PAR, Simplicity, etc) that were purchased directly from HPE. This return policy does not apply to purchases by a customer through a HPE reseller under separate contract, loaners, demonstration units, early marketing units or employee purchases administered as internal HPE orders.  These guidelines do not alter any legal or contractual obligation that HPE may have. For purchases from an authorised HPE reseller, please consult directly with your reseller to determine whether product return is available. HPE cannot accept returns of customised items, refurbished items, third party items, obsolete items or any items more than 30 days past the date of delivery.  Items accepted for return may be subject to restocking fees.

The following products are eligible for return without a restocking fee if the Customer contacts the HPE Support Centre/Customer Care Centre within 30 days from receipt of delivery:

• Inoperable on arrival (DOA) or Defective on arrival (DFOA) products
• Incomplete Delivery (missing parts, wrong parts or incorrect configuration) due to HPE Error
• Carrier Related Loss or Damaged Shipments
  

For Carrier Related Loss or Damaged Shipments, customers should note damages or shortages on the Proof of Delivery document at the time of delivery. Carriers reserve the right to conduct an on-site inspection at the delivery destination. If the carrier is not allowed to inspect the product, a claim cannot be filed and a replacement product cannot be provided.

Procedure for returns

Please contact the Customer Care Centre to inquire about returning an item.  If the return is authorised, HPE will provide a Return Material Authorisation (RMA) number, and the customer must return the product as instructed by the Customer Care Centre.  Shipping labels will be provided, and the customer is responsible for affixing the shipping label to every box returned.  Products must be in the original packaging and must include all manuals, power cords, HPE installed software and any options.

Before returning the product, the customer must back up any data and remove any confidential, proprietary or personal information.  HPE is not responsible for any confidential, proprietary or personal information; lost or corrupted data; or damaged or lost removable media that may be included with the return. After the return has been received, inspected and approved for a credit, HPE will credit the approved refund amount in the same form of payment used to purchase the returned item(s).

All approved returns are valid for 30 days from the date of approval. Product(s) must be shipped back within 30 days of approval (or based on specific contractual terms).  Credit may not be issued or charges may be applied if product(s) are not returned within the return validity timeframe.

Any product returned without authorisation will be considered an unauthorised return.  Credit will not be issued and products may not be shipped back to the customer.