Terms & Conditions
The terms and conditions on this page constitute an agreement between Blackwire Designs & Technology LLC(seller) and you the purchaser(you). By purchasing products from Blackwire Designs you are agreeing to the following terms:
There is a 30-day return policy for all hardware products. The 30-day return policy begins on the date of shipped as tracked via Fedex. We will refund the product price minus shipping charges and programming services applied to those products. Drivers are not refundable. We will only credit back items that have matching serial numbers to their original invoices.
All refunds are issued as a store credit only. In the case where a credit back to a credit card is required there will be a 10% return/processing fee deducted from the original amount.
Blackwire may make improvements and/or changes to this website at any time and will is not liable for any mistakes related to pricing, typographical or graphical specifications and may alter products or services at any time. Blackwire reserves the right to cancel and refund an order for any reason.
All refunds for orders that have shipped are issued as a store credit only. In the case where a credit back to a credit card is required there will be a 10% return/processing fee deducted from the original amount.
For orders canceled by the customer before the order has shipped, there will be a 3% processing fee deducted from the original amount.
Any item valued over $500.00 will be shipped signature-required unless requested manually on each order. Same day shipping is not guaranteed. Contact us directly with an order time to verify if we can ship the same day.
Blackwire Designs is not responsible for lost or stolen shipments when requesting No Signature Required / Release Signature. Fedex insurance will not cover packages stolen with out a signature.
Due to Covid19 FedEx suspended their money-back guarantee for many services until further notice. No refunds will be given for shipments that fail to meet their delivery time. Learn More -> https://www.fedex.com/en-us/service-guide/money-back-guarantee.html
Software Update & Support Policy
Software license purchases includes support for 1 year from date of purchase. This support includes phone, email, chat, ticket assistance. If you require support after 1 year a 25% fee of the current price may be required to provide assistance.
Purchasing a software license does not guarantee free updates to the latest version. The license you are purchasing include support for the version of automation system listed in the release notes on the day of purchase. If a future automation software update is released there is no guarantee the license you are purchasing will be transferred and supported. You are responsible for checking if the software license purchased is compatible with the OS you are updating your projects to.
Each license purchased belongs to the original purchaser. Licenses can be transferred between dealer accounts at the sole discretion of Blackwire and a fee may be required to do so. A minimum 25% fee of the drivers current purchase price may be incurred if you are requesting a large number of licenses to be transferred.
Software items are anything related to automation drivers, modules, profiles, html apps etc. These items are NON-RETURNABLE and NOT ELIGIBLE FOR REFUND. Each license you buy is assigned to one project which is based on the device running director. Our license system allows you to move driver licenses in the event you change controllers but even if you are not using the license there is no guaranteed refund. Any refund issued is at the discretion of Blackwire and done on a case-by-case basis.
We offer many discounts when purchasing large quantities of an item. If you return an item for credit from which you were given a discount due to quantity purchased and the amount of returned product results in a quantity below what was required to receive the additional discount you will need need to pay what the original price would be with out receiving quantity discounts on the purchase.
After the 30-day return period the product manufacturer is solely responsible for honoring the warranty on all products. In many cases Blackwire can assist with the RMA process; however, in some instances the purchaser will be required to contact and work with the manufacturer directly.
RMA - Return Policy
Before submitting for an RMA, your return must follow the guidelines below:
- Any item with a broken factory seal has a mandatory 10% re-stocking fee and qualifies for store credit refund only.
- You must have all of the original parts and items that came in the box including the box. There must be ZERO installation marks, wear and tear or any signs of installation. This means are no scratches, dings or dents on the item. Any item received with damage has a 20% minimum re-stocking fee and any additional fees will be based on the condition of the item.
- Once an RMA Is issued you have 7 business days to return the item. Any item received after that has a mandatory 10% re-stocking fee and qualifies for store credit refund only.
You will be is responsible for the return shipping charges. Blackwire will provide a return label at its discretion. Use Fedex or UPS as shipping method with proper insurance and retain your tracking number in case item is lost in transit. You must pack the item in a safe manner. Any damage due to improper packing will result in the item being returned to you.
If you were sent an advanced replacement and the item you returned to us is heavily damaged, scratched, etc we will send your item in for repair to the factory. The advanced replacement will be consider on loan and will need to be returned back to us in new condition when we send you back your repaired item.
We will contact you to review the damage and withhold a minimum of a 20% restocking fee against the return price of your item. If the damage is severe the items will be not be taken back, a credit will be not applied and you will be contacted to arrange shipment back to you.
We will contact you via email to explain what is missing and depending on whats missing ( ie cables, rack ears etc ) we will charge you accordingly for those specific replacement parts as well as a 10% fee against the over all price of the item.
In the event that we advanced replace an item, you are required to fill out an RMA Credit Card Form and are required to return the item back to Blackwire with in 15 business days or your card will be charged for the item sent to you. We supply a return label in some cases so there is no excuse for a delay in returning the item to us. If the item you return is deemed damaged we will call you to discuss options. Please use common sense when asking for an RMA. Things like a device full of dirt, fans ruined by dirt which caused PoE power supplies to overheat, lighting strikes, surges, water damage, improper installation are NOT covered under warranty. If we find that you have returned items that clearly show electrical damage, water damage etc we will call you to discuss paying for the advance replacement we sent to you.
Banking/ACH and Credit Card Charge Backs
If an ACH transaction fails, you are responsible for any fees Blackwire incurs. ACH failure fee minimum $75. If you dispute a credit card charge you will be responsible for any fees Blackwire incurs. CC charge back fee minimum $75.00.
In the event you have an ACH failure or credit card charge back that is not corrected with in 2 business days of being notified, your account will be closed with Blackwire Designs. If the items purchased were software based their licenses will be disabled and the software will cease to function.
Non Defective Return
If an item is sent back for warranty and we find nothing wrong with the item it will be sent back to you. You will either need to pay for the advanced replacement item or send it back. You will be responsible for the shipping fees.
Store Credit Policy
Store credit may be provided for items outside the return period, at Blackwire’s sole discretion. Store credit must be used within one year of its issuance; any unused store credit expires after this one-year period and has no value thereafter.
LIMITATION OF LIABILITY / DISCLAIMER
By procuring goods and/or services from Blackwire Designs, Purchaser agrees that in no event shall Blackwire Designs’ total liability to Purchaser exceed the amount paid by Purchaser to Blackwire Designs for such goods and/or services.Purchaser agrees that this limitation of liability shall apply cumulatively to all direct, indirect, punitive special, incidental, consequential and any other damages arising from the use of or inability to use Blackwire Designs’ goods and/or services.