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Return and Cancellation Policy



At GotoDirect, we strive to ensure a positive shopping experience for our customers. However, we understand that returns and cancellations may occasionally be necessary. Please read our combined Return and Cancellation Policy below.

Cancellation Policy:

  • Customers may cancel an order without penalty before it is shipped by emailing us with the order reference or PO number.
  • If the order has already shipped, a 30% restocking fee will apply.
  • If the order has been delivered and the customer wishes to return it, the item should not be opened. You must inform us within 10 days of receiving your order and obtain a RMA number for a refund.
  • It must be returned within 30 working days from the delivery date, in its original packaging, and with all included items.
  • A 30% restocking fee may apply if the packaging is damaged.

Return Policy:

  • Returns must be initiated by submitting a Return Merchandise Authorization (RMA) request within two days of receiving the product.
  • The returned item, along with its accessories, packaging, and any included items, must be in new, resalable condition. Returns must include all original manuals, software, warranties, and packaging.
  • Customers are responsible for return shipping costs and must ensure the return is properly insured. If the item is lost or damaged during return shipping, the customer will be held liable.
  • Products shipped directly by the manufacturer are non-cancellable and non-returnable.

Faulty Items Under Warranty:

  • If you receive a faulty item, submit an RMA request promptly, providing the order number, purchase date, and serial number of the defective item. We will verify if the product is still under warranty and assist you in resolving the issue.
  • If the issue persists, an RMA number will be issued, and you must follow the standard RMA procedure. We will attempt to repair the faulty unit or offer a replacement, which may be a new or refurbished unit of similar specifications.

Return Merchandise Authorization (RMA) Procedure:

  • To return any item to GotoDirect, you must submit an RMA request by agreeing to the terms and conditions. This is required for all returns, regardless of the reason.
  • After receiving your RMA number, repack the items securely in their original packaging. If the packaging is damaged, a 30% restocking fee will apply.
  • Do not write on the original packaging. Clearly mark the RMA number on the outer box. If the RMA number is not visible, the shipment will not be accepted.
  • Ensure the full shipping address is visible on the package.
  • After receiving the returned items, we will test them and issue a replacement within 10 working days if the items are confirmed faulty.

Discrepancies and Damages:

  • Report any discrepancies between your Purchase Order and the received goods within two days.
  • If the items are visibly damaged upon arrival, sign for them as damaged with the courier and contact us immediately at +1 (888) 203-4073. Notify us within two working days if any items were damaged during shipping.

Reasons for Revalidation of Replacement:

A hardware replacement may be revalidated if:

  • The item is free from the issues listed on the RMA form.
  • The item shows signs of tampering or physical damage.
  • Incorrect or improper software was used.

Restocking Fee:

GotoDirect reserves the right to charge a 30% restocking fee in the following cases:

  • If the original packaging is damaged.
  • If any components or accessories are missing. Missing items will be charged separately based on their actual cost.

For further inquiries, please  contact us: