Legal
Return Policy
Tested, Reusable IT Equipment & Components
Effective date: June 10, 2026 • Document A.C.12-P, Rev 2.0
- Purpose and Scope
- Return Windows by Channel
- Accepted Return Reasons
- How to Start a Return
- Condition, Shipping, and Fees
- Resolution and Refunds
- Exclusions and Non-Returnable Items
- Return Statement for Invoices
1. Purpose and Scope
This Return Policy describes how Sprout accepts and processes returns of tested, reusable IT equipment and components. It applies to Sprout's wholesale (reseller), end-user, and enterprise sales channels. Eligibility, time limits, and conditions vary by product type and sales channel as set out below.
Excluded from this policy (governed by separate terms): high-value GPUs and servers, including Velerity-configured products, which are subject to separate Terms & Conditions and any warranty negotiated for the specific product and buyer. Enterprise transactions are handled on a deal-by-deal basis under the terms of the applicable agreement.
2. Return Windows by Channel
The return window is measured from the start date defined in Section 4. Resellers receive a defined return window; end-user (wholesale) buyers are covered for the warranty period shown below. No general warranty otherwise applies to products covered by this policy unless agreed in a separate written contract.
| Channel / Buyer Type | Domestic | International | Type |
|---|---|---|---|
| Wholesale (reseller) | 45 days | 90 days | Return window |
| End user (wholesale channel) | 1 year | 1 year | Warranty period |
| High-value GPUs & servers (incl. Velerity) | Governed by separate Terms & Conditions | ||
| Enterprise | Handled deal-by-deal under the applicable agreement | ||
Extensions. Windows may be extended where shipping logistics or device sanitization/verification (DSV) testing reasonably requires more time on large-volume purchases.
Marketplace / eCommerce sales follow the return terms posted by the individual platform (see Section 7.2).
3. Accepted Return Reasons
Returns are accepted for the following reasons. Some reasons carry a shorter reporting deadline (Section 3.2).
3.1 Covered reasons
| Applies to | Accepted reasons |
|---|---|
| All asset classes | Physical damage; item not as described; functional condition (does not meet the stated functional or graded condition). |
| Drives | Low health / bad sectors; dead on arrival (DOA). |
| RAM | Failed testing. |
| All asset classes | Quantity shortages and mis-ships (incorrect quantity received). |
3.2 Reporting deadlines
- Quantity shortages, mis-ships, and "item not as described": report within 7 days of delivery, across all channels.
- Dead on arrival (DOA): report within 30 days of delivery, across all channels, regardless of the channel's return or warranty window. DOA is otherwise covered under the applicable warranty period because discovery happens during post-receipt testing.
- All other covered reasons: report within the applicable return or warranty window in Section 2.
3.3 Condition standards
Where a sales channel sells under a published grading scale, "functional condition" and "item not as described" claims are assessed against the assigned grade. Where products are not sold under a grading scale, claims are assessed against the agreed specification for the order.
4. How to Start a Return
Return clock start. The return/warranty window begins on the delivery date. Where a sort-and-settle process was agreed for the order, the window begins on the sort-and-settle completion date.
To request a return:
- Contact your Sprout sales representative to notify them of the issue.
- Submit a claim through the Sprout RMA / Claim Form. Sprout reviews and investigates each claim.
- If a physical return is required, Sprout will issue a Return Merchandise Authorization (RMA) number. The RMA number must be written on the outside of the returned package. No package will be accepted without a valid RMA number, and RMA numbers are valid for 30 days from the date of issue.
4.1 Required claim information
Every claim must include all of the following:
- Order / load number
- Serial numbers
- Photos
- Description of the issue
- Credit amount requested
5. Condition, Shipping, and Fees
5.1 Condition of returned goods
- New products: must be returned in their original packaging.
- Used / refurbished products: generic packaging is acceptable.
- All returns: all components and accessories must be intact, and serial numbers must match the original shipment. Sprout audits returned products for serial matches to confirm the full quantity has been returned.
- Returned goods must be packed with reasonable care to protect them in transit — including items returned for a defect, which should be handled as carefully as a fully functional unit.
5.2 Return shipping and risk of loss
Responsibility for return freight and risk of loss in transit depends on the reason for the return, and applies to both domestic and international returns:
| Reason for return | Who pays freight / bears risk |
|---|---|
| Buyer's remorse / change of need | Buyer pays return freight and bears risk of loss in transit. |
| Sprout error, mis-ship, DOA, or product not as described | Sprout bears return shipping costs. |
5.3 Restocking fees
- A 15% restocking fee applies only to buyer's-remorse or change-of-need returns.
- No restocking or handling fees apply to Sprout-error or product-issue returns.
5.4 International returns — duties, taxes, and customs
- Buyer's remorse / change of need: the buyer handles all duties, taxes, and customs.
- Sprout error: Sprout handles all duties, taxes, and customs.
6. Resolution and Refunds
6.1 Default resolution
The default resolution is a Sprout credit applied to a future order, across all channels. Sprout reserves the right to determine the form of resolution (refund, replacement, or credit). An ACH or wire refund is available at Sprout's discretion or upon customer request.
6.2 Timing of credit or refund
- No physical return required: credit is issued once the buyer has fulfilled all documentation requirements (order/load number, serial numbers, photos, description, and credit amount requested).
- Physical return required: credit is issued upon delivery and inspection of the returned goods at Sprout.
6.3 Returns where testing finds no fault
If a returned item is tested and no fault is found, the item is placed back into Sprout inventory and the credit is issued; the item is not returned to the customer.
6.4 Partial returns
Partial returns and partial refunds are permitted across all channels, including for individual components within a larger order (for example, a portion of the drives or RAM).
7. Exclusions and Non-Returnable Items
- R2 Repair items are non-returnable, as their condition is known at the time of sale.
- High-value GPUs and servers (including Velerity-configured products) are governed by separate Terms & Conditions and any product- and buyer-specific warranty, not by this policy.
- Enterprise transactions are handled on a deal-by-deal basis under the terms of the applicable agreement.
7.1 Collectible & Specialty Electronics
Collectible & Specialty Electronics may be returned at no cost to the buyer. This applies across all channels.
7.2 Marketplace / eCommerce Sales
Returns of products sold through third-party eCommerce marketplaces are governed by the return terms of the individual platform on which the sale was made, as posted on each listing, in addition to this policy. The following terms apply to marketplace sales:
- Receipts / invoices are required for all returns.
- Returns must be made within 30 days of the delivery date, or per the applicable contractual agreement.
- Back Market returns must be made within 1 year of the delivery date.
- Refunds are issued via the original payment method.
- The refund policy is clearly posted for customers on each listing.
8. Return Statement for Invoices
A single, generic return statement appears on every customer invoice, with a link to this published policy. Channel-specific windows live on the policy page rather than on the invoice.