Return Policy

Customer Satisfaction
It is important to Intelligent Decisions (ID) that you are satisfied with the products and services purchased from us. We also understand that occasionally, shipping errors, shipping damage and/or other product deficiencies may occur. The following guidelines are provided to assist you in resolving customer service and product satisfaction issues.

Customer Service Inquiries
Should you have any questions concerning products received from Intelligent Decisions (ID), please call our Customer Care Center at 800-565-2171. In order to service you better, please have your purchase order number and product part number/description available. If your questions are concerning product specifications, performance, installation or warranty, our representatives may also direct your call to technical specialists who can provide additional assistance.

Product Returns
Intelligent Decisions is a systems integrator and must comply with a wide range of original equipment manufacturer's product return and exchange policies. In order to do so, it is critical that our customers notify us of any product problem or concern within 14 calendar days of receipt. Failure to do so may result in our inability to assist you with product failure claims that are filed directly with the manufacturer. Additionally, it may result in your inability to return products for refunds or replacements and may make you liable for 100% of payments associated with your invoice.

Product Return Definitions and Processes

Eligibility
Products eligible to be returned to ID fall into three categories; (1) products that are defective, (2) nonconforming products and (3) products that are received damaged.

Defective Products
Products that are DOA or appear otherwise defective fall under the product manufacturer's or contract warranty provisions (refer to the product manufacturer's or contract warranty provisions for specific details on returning products that fall under warranty).

Non-Conforming and Damaged Products
Non-conforming products are those products that do not conform exactly to the Customer's purchase order or contract. Damaged products are those products that have physical damage to them upon initial customer inspection of the product, and there is no visible sign that the product was damaged during shipment. Customers can minimize their financial liability for goods damaged during shipment by advising their receiving personnel to always look for external signs of shipping damage. Please pay close attention to box indentations or crushing, rips/holes and water damage. Receiving personnel should follow their company's policies regarding acceptance of goods that appear to have shipping damage since the receiving company is responsible for filing insurance claims with freight carriers. For nonconforming and damaged products (not the result of shipping damage), the customer must report to ID within 14 calendar days of receipt of invoice, the product(s) that are determined to be nonconforming or damaged. For Government customers, the term of 14 days to report the product(s) as nonconforming or damaged is consistent with the term "reasonable amount of time" stated in FAR 52.212-4, Contract Terms and Conditions - Commercial Items.

Product Return Process
In the event a product must be returned, it is critical that you keep all packaging material and corresponding documentation as the products must be returned in their original packing material. All returns must be pre-approved in advance by ID's Customer Care Center. Please call the center at 800-565-2171. Product returns require a special Customer Service Request (CSR) number. You will be given this number by the Customer Care Center representative. This number must be included in your return shipping document and on any correspondence related to the return. To expedite the assignment of the CSR number, please be prepared to furnish the following information when calling:

• Customer Name
• Invoice Number (If not available, please provide your purchase order number.)
• Serial Number(s)
• Part Number(s)
• Product Description
• Brief explanation of the problem
• Verification of product condition
• Upon assignment of the CSR number, the product(s) must be received by ID no later than fourteen (14) days after assignment of the CSR number. The CSR number must be included with and displayed prominently on the shipping label of the return. Returns will not be accepted without an authorized ID CSR number. Do not write the CSR number on the outside of the manufacturer's boxes.

Shipping Address

Intelligent Decisions
Attn: CSR# (enter # provided by ID personnel)
21445 Beaumeade Circle
Ashburn, VA 20147

* Please include the CSR number on the shipping label.

Exclusions

Packaging: Nonconforming returned products must be wholly complete, new and unused, with any factory seals unbroken, and must include original packaging materials provided by the manufacturer. Original manufacturer's boxes and packaging material must be free of markings.

Shipment: Returned products should be properly insured and shipped via a reliable and traceable carrier. ID is not responsible for any products for which it has not acknowledged receipt. ID is not responsible for shipping and handling charges on returns, unless the return is due to an error on the part of Intelligent Decisions or its vendors, and ID has agreed in advance to pay for shipping costs.

Payment Liability: If ID deems the product(s) not to be nonconforming and defective through its pre-approval and descriptive identification processes or through physical examination of the product, the customer is liable for payment for the product(s) to ID for the associated amount shown on the original invoice at the original payment terms. Failure on the customer's part to report non-conforming and damaged product(s) to ID within 14 calendar days of the invoice date of the product(s) will result in the customer being liable for payment for the product(s) to ID for the associated amount shown on the original invoice at the original payment terms.