Overview
At Hyblox AI, we stand behind the quality of our GPU servers and AI workstations. We understand that purchasing enterprise-grade AI hardware is a significant investment, and we want you to be completely satisfied with your purchase. This policy outlines our return, warranty, and support procedures.
14-Day Return Period
We offer a 14-day return period for unopened hardware purchases from the date of delivery. Returns must be initiated within this timeframe and are subject to the conditions below. Note: We do not offer evaluation periods unless extended directly by the OEM (NVIDIA, Supermicro, etc.).
Eligibility for Returns
Eligible for Return:
- Unopened Products: Factory-sealed items in original packaging (14-day window)
- Wrong Configuration: If we shipped incorrect specifications
- DOA (Dead on Arrival): Hardware that arrives non-functional
- OEM Evaluation Programs: When authorized by NVIDIA, Supermicro, or other manufacturers
Not Eligible for Return:
- Opened Products: Any item with broken seals or opened packaging (subject to restocking fee)
- Servers: Complete server systems (peripherals and GPUs only)
- Custom Configurations: Systems built to your specific requirements
- Used GPUs: Due to cryptocurrency mining concerns
- Software Licenses: Pre-installed ML frameworks or OS licenses
- Damage from Misuse: Hardware damaged by improper installation, power surges, or modifications
Return Process
Step 1: Contact Our Team
Before initiating a return, contact our support team at support@hyblox.ai. Our technical team may be able to resolve configuration or performance issues without a return.
Step 2: Obtain RMA Number
If a return is necessary, we’ll issue a Return Merchandise Authorization (RMA) number. Returns without an RMA number cannot be processed.
Step 3: Prepare for Shipping
- Backup all data (we’re not responsible for data loss)
- Remove any proprietary information
- Pack items in original packaging with all accessories, cables, and documentation
- Include RMA number on shipping label
Step 4: Ship the Product
Ship to:
Hyblox AI LLC – Returns Department
RMA #[Your RMA Number]
11175 Cicero Drive
Alpharetta, GA 30022
USA
Refund Information
Processing Time
Once we receive and inspect your return (typically 5-7 business days), we’ll email you regarding approval status.
Refund Method
- Approved returns: Processed within 7-10 business days
- Original payment method: Refunds issued to original payment source
- Wire transfers: May take additional 3-5 business days
Restocking Fees
- Unopened items: No restocking fee
- Opened items: 15% restocking fee applies to all opened products
- Custom configurations: 25% restocking fee (if returnable)
Warranty Support
Standard Warranty Coverage
- GPU Servers: 3-year warranty on parts, 1-year on labor
- AI Workstations: 3-year warranty on parts, 1-year on labor
- Components: Covered by manufacturer warranties (NVIDIA, AMD, Intel)
What’s Covered:
- Hardware defects
- Component failures under normal use
- Factory specification compliance
What’s Not Covered:
- Physical damage or misuse
- Modifications or overclocking damage
- Power surge damage
- Normal wear and tear
Exchange Policy
We gladly exchange defective products or assist with upgrades:
- Defective units: Exchanged at no cost (including shipping)
- Performance upgrades: Available with price adjustment
- Cross-shipping: Available for critical production systems
Shipping Costs
Returns
- Our error or defective product: We cover return shipping
- Change of mind or performance: Customer covers return shipping
- International returns: Customer responsible for customs/duties
Replacements
- Warranty replacements: Shipped at our expense
- Exchanges: Standard shipping rates apply
Special Considerations
Enterprise Customers
- OEM evaluation programs available when offered by manufacturers
- On-site testing support for large deployments (additional fees may apply)
- Custom return agreements for volume purchases
International Orders
- Subject to export regulations
- Additional documentation may be required
- Extended processing times for customs
Damaged Shipments
If your order arrives damaged:
- Document damage with photos
- Note damage with carrier
- Contact us within 48 hours
- Keep all packaging materials
Technical Support First
Before considering a return, our expert team can often resolve issues:
- Configuration optimization
- Driver updates and compatibility
- Performance tuning
- Remote diagnostics
Contact Information
Technical Support & Returns
Email: support@hyblox.ai (24/7)
Ticketing System: Available 24/7 through support portal
Phone: (404) 430-7705
Phone Hours: Monday-Friday, 9 AM – 6 PM EST
Mailing Address for Returns
Hyblox AI LLC
11175 Cicero Drive
Alpharetta, GA 30022
USA
Policy Updates
We reserve the right to update this policy. Changes will be posted on this page with the revision date.
Questions about returns? Our team is here to help ensure your AI infrastructure investment delivers the performance you need. Contact us at support@hyblox.ai
