Returns Policy

Customer satisfaction is our goal at OSI International and we want everyone to be happy with the purchases they make. If you are not completely satisfied with your purchase, please review the information below to determine the appropriate procedures for returning products.

Damaged or Faulty Equipment

If newly purchased items are determined to be damaged during shipping, please let us know as soon as possible. Taking pictures of the damage and forwarding them to us should speed up the replacement process. If an item is determined to be faulty upon arrival, please inform us of the problem within 30 days of receiving it. In some cases, operational issues can be resolved over the phone or by email, thus saving the time and expense of returning items. Damaged or faulty items to be returned should be in their original packaging with all accessories and documentation. Replacement units may be shipped in advance. At our discretion, items that have been damaged through intentional or accidental abuse are not returnable.

Return Procedure

You can return your product to OSI International by following the steps below:

1. Contact our office by phone at 1-866-394-9508 / 1-561-394-9508 or by email at info@osiinternational.net and request a Return Merchandise Authorization number (RMA). An RMA Form and number will be emailed to you. Please complete this form with the information requested.
2. If your product is a recent purchase, include all original packaging and materials in the box. Attach or write the RMA number on the outside of the box and include a copy of the completed RMA Form inside the box.
3. Ship the package to the following address:
   
   OSI International, LLC
   164 West Royal Palm Rd.
   Boca Raton, FL 33432

We recommend that items be returned insured via UPS ground or US Postal Service and a tracking number be assigned to the shipment. Shipping charges are the responsibility of the customer unless the product was damaged, faulty, or the wrong item shipped. In those cases, the customer will be credited for all reasonable shipping charges incurred.

Refunds

If you purchase a product online and then decide you no longer want it, a refund will be issued as long as the returned product is free from damage or markings of any kind and in re-sellable condition. Refunds to orders will be credited to the card used to make the original online purchase. Issuing banks determine when this refund appears on credit card statements. Once the returned product is received, evaluated, and deemed refundable, the card will be credited the amount of the purchase price minus the original shipping cost and a 15% restocking fee. If the returned product is found to not be refundable, we will contact the customer and work toward a mutually acceptable solution.