Sales and Refund Policy

Return guidelines

Products must be in original packaging and must include all manuals, power cords, and BlueBear installed software and options to be eligible for return. For all returns, you must obtain a Return Material Authorization (RMA) by contacting BlueBear technical support prior to shipment.

Please note that BlueBear will not accept returns for the following products (unless defective):

1. Custom configured orders
2. Electronic software downloads
3. Replacement parts supplied by technical support
4. Product which are obsolete/end of life
5. Product that cannot be linked to an invoice number
6. Product that has been modified or had serial numbers removed

BlueBear does not accept COD returns.

Return shipping costs are borne by the customer; unless BlueBear specifically agrees otherwise.

After BlueBear receives your return, it is inspected and compared to the RMA. All parts and equipment contained in the original order must be included. Once confirmation is completed, the return is processed and credit is issued using the same form of payment used for purchase (for cash payments, a refund check will be issued). The normal process usually takes 7-10 business days to complete. No credits are issued for incomplete returns.

If the returned shipment does not match the RMA, a Support Representative will contact you.

Non-Defective Product Returns

RMAs must be requested within 30 days after the delivery date, and are subject to a 15% restocking fee.

BlueBear, in its sole discretion, may accept returns requested more than 30 days after the delivery date subject to a restocking fee of 15%.

Restocking fees are deducted from the refund amount issued.

Defective Product and Defective on Arrival (DOA)

For defective BlueBear products, BlueBear provides technical assistance to diagnose the problem and will repair or authorize a replacement or return of the product.

DOA - To report product that was defective on arrival (DOA), the customer should contact BlueBear Customer Support and request repair, replacement or return of the product.

If product fails during the Limited Warranty Period, the customer may receive support by visiting our website at www.bluebear.org/support/ to locate documentation, post technical questions or download software.

Shipment Related Loss or Damage

You should note damages or shortages on the Proof of Delivery document at the time of delivery and you must report damages or shortages within 14 days by contacting Customer Support. You may be asked to provide your order number.

You must report concealed damage, where the box is in good condition but the product is missing or damaged, within five business days after 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 replacement product will not be provided. When the carrier claim has been validated or the carrier waives an inspection, BlueBear will provide an RMA for the return of damaged product, process a credit for the damage or shortage, and enter an order for replacement product.

1. Customers should take receipt and sign for delivery of damaged product.
2. Customer must have Carrier note delivery discrepancy (such as shortage or damaged box) on the "Proof of Delivery".
3. Customer signs "Proof of Delivery" and maintains copy.
4. Customer submits copy of "Proof of Delivery" to BlueBear within five (5) business days.
5. Customer documents the damage with digital photos, if available.
6. Customer returns merchandise to BlueBear using RMA, original packaging materials and original shipping carton if available.

Preparing Product for Return

1. Call BlueBear Customer Support Representative at 202-449-1122 to obtain Return Material Authorization (RMA) number(s).
2. Package the product including the original "Packing List", if available.
3. The original box and packing material will need to be used to return the item.
4. Remove all mailing labels on the outside of the box. Prepare and attach a new mailing label with the RMA#(s) and the return address.
5. If product for more than one RMA is being returned in the same box, make sure that all RMA numbers are listed on both the mailing label and packing list.

A call tag may be issued upon request to return product. Any fees for the call tag may be deducted from the credit due to the customer.

Proof of Delivery for Returns

Customers that are returning the merchandise without an BlueBear issued call tag are encouraged to select a carrier that provides tracking numbers and insurance, such as UPS or FedEx, for all returns. Customer is responsible to pack the item being returned properly to prevent any damage or loss of product en route to the BlueBear Returns Center. When customers purchase insurance coverage from a carrier, collection on claims associated with Carrier loss or damage is the responsibility of the customer.

Signatures confirming Proof of Delivery can be used to determine whether or not a box has been received at the BlueBear Returns Center. If items are consolidated in a single box, a POD cannot be used to confirm receipt of specific items or quantities. If you return a product outside this process, your credit or replacement may be delayed pending proof of delivery to our warehouse. Customer assumes risk of loss and payment of return freight.