Return Policy
Novosoft LLC is committed to providing customers with reliable products and professional service. This Return Policy explains the conditions, procedures, and limitations applicable to product returns purchased from Novosoft LLC or through novosoft99.com.
Novosoft LLC
6817 Springfield Mall
Springfield, VA 22150
United States
Customer Support: support@novosoft99.com
Sales: sales@novosoft99.com
1. 30-Day Return Window
Eligible products may be returned within 30 calendar days of the delivery date.
Return requests received after the 30-day return period may not be accepted.
The return period begins on the date the shipment is confirmed as delivered by the applicable carrier.
All returns require prior authorization from Novosoft LLC.
2. Return Authorization Required
Customers must contact Novosoft LLC before returning any product.
Return requests should be sent to:
Please include:
Order number.
Purchase order number, if applicable.
Product name.
Manufacturer part number.
Quantity being returned.
Serial number, where applicable.
Reason for return.
Photos of the product and packaging when requested.
Novosoft LLC will review the request and provide return instructions when the return is approved.
Products returned without prior authorization may be refused and returned to the customer.
3. 20% Restocking Fee
Approved returns are subject to a 20% restocking fee unless Novosoft LLC determines that the return resulted from:
An incorrect product shipped by Novosoft LLC.
A confirmed shipping error by Novosoft LLC.
A product received damaged where Novosoft LLC or the applicable shipping party accepts responsibility.
Another circumstance specifically approved in writing by Novosoft LLC.
The restocking fee is calculated based on the purchase price of the returned product, excluding shipping, taxes, and other applicable charges.
Manufacturer or distributor restocking fees exceeding 20% may apply to certain products where disclosed or required by the applicable supplier.
4. Condition of Returned Products
To qualify for a return, products must generally be:
Unused.
Uninstalled.
Unaltered.
Complete.
In resalable condition.
Returned with the original manufacturer's packaging.
Returned with all accessories.
Returned with manuals and documentation.
Returned with cables, components, and included items.
Returned with original UPC codes and labels intact.
Returned with serial numbers matching the original sale.
Products showing signs of use, installation, physical damage, modification, missing components, damaged packaging, removed labels, altered serial numbers, or other conditions affecting resale value may be refused or subject to additional deductions.
5. Opened Products
Opened products may not always qualify for return.
Return eligibility for opened products depends on the manufacturer, distributor, product category, condition, packaging, and applicable supplier return policy.
Novosoft LLC reserves the right to refuse an opened product return where the product can no longer be sold as new.
If an opened return is accepted, the 20% restocking fee and any additional manufacturer or distributor charges may apply.
6. Non-Returnable Products
Certain products are not eligible for return.
Non-returnable products may include:
Software licenses.
Digital products.
Electronic license keys.
Downloaded software.
Activated software.
Software subscriptions.
Cloud subscriptions.
Service contracts.
Maintenance agreements.
Products registered to an end user.
Custom-configured products.
Built-to-order products.
Made-to-order products.
Special-order products.
Manufacturer-direct products designated as non-returnable.
Discontinued products.
Clearance products designated as final sale.
Opened consumables.
Opened batteries where return restrictions apply.
Products with removed or altered serial numbers.
Products damaged by misuse or improper installation.
Products that cannot be resold as new.
Products specifically identified as non-cancelable or non-returnable at the time of quotation or purchase.
Manufacturer and distributor return restrictions may also apply.
7. Special-Order and Custom Products
Products specifically sourced, manufactured, configured, assembled, licensed, or ordered for a customer's unique requirements may be non-cancelable and non-returnable.
Customers should confirm return eligibility before ordering specialized or custom products.
If a supplier permits the return of a special-order product, additional fees may apply.
8. Software, Licenses, and Digital Products
Software licenses, electronic licenses, activation keys, subscriptions, cloud products, support agreements, and other digitally delivered products are generally non-returnable once issued, activated, registered, downloaded, or delivered electronically.
These products may also be governed by the manufacturer's or publisher's licensing and cancellation terms.
Customers are responsible for confirming software compatibility, licensing requirements, edition, quantity, platform, and subscription period before purchase.
9. Defective Products
If a product appears to be defective, contact Novosoft LLC promptly at:
Depending on the manufacturer and product, defective products may be handled through:
Manufacturer warranty service.
Manufacturer technical support.
Replacement.
Repair.
Distributor return procedures.
Novosoft LLC return authorization.
Some manufacturers require customers to complete troubleshooting or obtain a case number before a defective product can be returned.
A product believed to be defective is not automatically eligible for a refund.
Manufacturer warranty terms and procedures may apply.
10. Damaged Shipments
Customers should inspect shipments immediately upon delivery.
If a package arrives visibly damaged, customers should document the condition of the shipment and product as soon as possible.
Please retain:
Original shipping carton.
Manufacturer packaging.
Packing materials.
Shipping label.
Product packaging.
Damaged product.
Photographs of the damaged package and product.
Damage claims should be reported promptly to:
Novosoft LLC may request photographs, carrier documentation, delivery information, or other evidence required to process a damage claim.
Do not discard damaged packaging until the claim has been resolved.
11. Incorrect Products Received
If Novosoft LLC ships a product different from the product ordered, contact:
Please provide the order number, product received, product ordered, and photographs when requested.
When Novosoft LLC confirms a shipping error, we will provide appropriate return instructions.
The standard 20% restocking fee will not apply to a confirmed incorrect shipment caused by Novosoft LLC.
12. Product Compatibility
Customers are responsible for verifying product compatibility before purchasing.
This includes compatibility with:
Existing hardware.
Operating systems.
Software.
Networks.
Servers.
Storage systems.
Power requirements.
Interfaces.
Connectors.
Licensing environments.
Infrastructure.
Other equipment.
A product that is functioning correctly but is incompatible with the customer's environment is generally treated as a standard return and may be subject to the 20% restocking fee and other applicable return conditions.
13. Return Shipping Costs
Unless otherwise approved by Novosoft LLC, customers are responsible for return shipping costs.
Original shipping and handling charges are generally non-refundable.
Customers are responsible for safely packaging returned products and ensuring that they arrive at the designated return location without damage.
Novosoft LLC recommends using a trackable shipping method and appropriate shipping insurance.
Novosoft LLC is not responsible for returned products lost or damaged during return transportation when the customer is responsible for arranging the return shipment.
14. Return Shipping Address
Customers must not automatically return products to the Novosoft LLC business address.
Approved returns may need to be shipped to:
A Novosoft LLC-designated location.
A manufacturer.
An authorized distributor.
A supplier warehouse.
A specialized returns facility.
The correct return address will be provided with the applicable return authorization.
Products sent to an unauthorized address may be refused or may result in additional shipping and handling charges.
15. Original Shipping Charges
Original shipping, freight, expedited shipping, insurance, handling, and special delivery charges are generally non-refundable.
Where Novosoft LLC confirms that an incorrect product was shipped due to our error, applicable shipping charges may be handled separately as part of the approved return.
16. Refund Amount
Approved refunds are generally calculated as:
Original eligible product purchase price
Minus the 20% restocking fee
Minus applicable manufacturer or distributor charges
Minus applicable return shipping charges when paid by Novosoft LLC on the customer's behalf
Minus charges associated with missing components, damaged packaging, or reduced product value where applicable
Shipping, handling, freight, and similar service charges are generally non-refundable.
17. Refund Processing
Refunds are processed after the returned product has been received, inspected, and approved.
Inspection may include verification of:
Product condition.
Serial number.
Packaging.
Included accessories.
Manufacturer seals.
Signs of use.
Signs of installation.
Physical damage.
Product completeness.
Return authorization requirements.
Once a return is approved following inspection, the refund will generally be issued using the original payment method where practical.
Processing times may vary depending on the payment method, financial institution, manufacturer, distributor, or transaction type.
18. Credit Purchases and Purchase Orders
For customers purchasing under approved credit terms or purchase orders, an approved return may be processed through:
A credit memo.
Adjustment to an outstanding invoice.
Account credit.
Refund.
Another mutually agreed accounting method.
The 20% restocking fee and other applicable charges may be deducted from the credit issued.
19. Government and Public-Sector Orders
Federal, state, local government, educational, public-sector, and government-contractor orders may be subject to additional contractual requirements.
Where mandatory government contract terms conflict with this Return Policy, the applicable contract terms will control to the extent legally required.
Products purchased under specialized contracts, solicitations, or procurement programs may be subject to manufacturer, distributor, contract, or agency-specific return restrictions.
20. TAA and Compliance-Specific Products
Products sourced specifically to meet TAA, FAR, DFARS, country-of-origin, manufacturer, agency, contract, or other compliance requirements may be subject to special-order restrictions.
Customers should verify all required compliance criteria before ordering.
A product that satisfies the part number ordered but does not meet a requirement that was not disclosed to Novosoft LLC before purchase may be treated as a standard return, subject to return eligibility and the 20% restocking fee.
21. Manufacturer Return Policies
Certain products are subject to manufacturer-specific or distributor-specific return requirements.
These requirements may include:
Shorter return periods.
Non-returnable status.
Manufacturer authorization.
Technical troubleshooting.
Specific packaging requirements.
Serial-number verification.
Higher restocking fees.
Direct manufacturer returns.
Warranty-only remedies.
Where a manufacturer's or distributor's return restrictions apply to a particular product, those restrictions may supplement this Return Policy.
22. Refused Deliveries
Refusing delivery does not automatically constitute an authorized return.
Customers who refuse delivery without prior authorization may remain responsible for:
Original shipping charges.
Return shipping charges.
Carrier fees.
Restocking fees.
Additional handling charges.
The standard 20% restocking fee may apply to refused shipments.
23. Undeliverable Shipments
If an order is returned because of an incorrect address, incomplete address, unavailable recipient, refused shipment, or other delivery issue caused by information provided by the customer, applicable shipping, handling, return freight, and restocking charges may be deducted from any refund or credit.
24. Missing Products or Components
Customers should inspect all shipments promptly.
Claims involving missing products, missing accessories, missing components, or shipment shortages should be reported to Novosoft LLC promptly after delivery.
Novosoft LLC may request:
Photographs.
Packaging information.
Shipping carton information.
Serial numbers.
Carrier records.
Packing slips.
Other documentation needed to investigate the claim.
25. Products With Serial Numbers
Products containing manufacturer serial numbers must be returned with the same serial number originally sold and shipped by Novosoft LLC or its fulfillment partner.
Returns involving mismatched, altered, removed, damaged, or unreadable serial numbers may be refused.
26. Data on Returned Equipment
Customers are responsible for removing confidential, proprietary, personal, regulated, or sensitive information from products before returning them.
This may include data stored on:
Computers.
Servers.
Storage devices.
Hard drives.
Solid-state drives.
Mobile devices.
Networking equipment.
Other data-bearing devices.
Novosoft LLC is not responsible for customer data left on returned products.
Customers should create appropriate backups and securely erase data before returning equipment whenever technically appropriate.
27. Return Abuse and Fraud Prevention
Novosoft LLC reserves the right to reject returns where there is evidence of:
Return fraud.
Product substitution.
Serial-number manipulation.
Excessive return activity.
Unauthorized modification.
Missing components.
Intentional damage.
Misrepresentation of product condition.
Other abusive return practices.
Additional verification may be required before a return is approved.
28. Exchanges
Where available, Novosoft LLC may offer an exchange instead of a refund.
Exchange eligibility depends on product availability, manufacturer policy, distributor policy, and the circumstances of the return.
Any difference in product price, shipping charges, taxes, restocking fees, or other applicable charges may be payable by the customer.
29. Return Inspection
Acceptance of a returned shipment by a carrier, warehouse, distributor, supplier, or Novosoft LLC does not automatically mean the return has been approved.
All returned products remain subject to inspection and verification.
A refund, credit, or exchange will be issued only after the return has been reviewed and accepted under the applicable return conditions.
30. Modification of Return Requests
Novosoft LLC may modify or withdraw a return authorization if information provided by the customer is inaccurate, incomplete, or materially different from the condition of the product received.
Return authorization does not guarantee a refund.
31. Final Sale Products
Products identified as final sale, non-returnable, non-cancelable, custom, special order, clearance, or otherwise restricted are not eligible for standard returns.
Customers should review quotations, order confirmations, product descriptions, and applicable terms before purchasing such products.
32. Order Cancellations
A request to cancel an order is different from a product return.
Customers should contact Novosoft LLC immediately if they wish to cancel an order.
Cancellation is not guaranteed after an order has been submitted for processing, ordered from a supplier, configured, licensed, or released for shipment.
If an order cannot be canceled and is subsequently returned, the 20% restocking fee and other applicable return charges may apply.
33. Exceptions
Novosoft LLC may approve exceptions to this Return Policy at its discretion where appropriate.
Any exception must be confirmed in writing by Novosoft LLC.
An exception granted for one transaction does not create an obligation to provide the same exception for future transactions.
34. Changes to This Return Policy
Novosoft LLC may revise this Return Policy to reflect changes in business practices, manufacturer requirements, distributor policies, legal requirements, supply-chain conditions, or operational procedures.
The Return Policy published on novosoft99.com will apply unless different return terms have been expressly agreed to in writing for a specific transaction.
35. Contact Novosoft LLC
For return requests, damaged shipment claims, defective product questions, or return assistance, contact:
Novosoft LLC
6817 Springfield Mall
Springfield, VA 22150
United States
Customer Support
support@novosoft99.com
Sales Inquiries
sales@novosoft99.com