Return Authorization Request Policies/Procedures:

Please read the following carefully; then complete the form on the following page.  CounterTrade will contact you via email with status updates and RMA approvals.

  1. All products returned to CounterTrade must have a Return Merchandise Authorization (RMA) number issued by CounterTrade Customer Service.
  2. CounterTrade will not accept any RMA requests after 30 days from the invoice date.
  3. Due to manufacturer policies, CounterTrade cannot accept software and consumables (i.e. toner or ink cartridges) that are not factory sealed. Custom built items are non-returnable.
  4. Duplicate orders or over-shipments must be returned in original packaging and have factory seal.
  5. RMA authorization numbers must be displayed on the shipping label only. DO NOT mark the original packaging in any way (note: this applies to defective items as well).
  6. Products should be returned to CounterTrade freight pre-paid in the original boxes and packing materials. Returned products must be complete, including all manuals, cables and accessories. 
  7. Returned merchandise that arrives without an RMA number, will be refused delivery.
  8. The RMA number is valid for 10 days. If product is not received within 10 days after date of issue, the authorization will expire.

Normal processing time is 2 to 5 business days. CounterTrade will notify you via email status of your request. Questions can be directed to