Returns Policy

 

Customers may return most new products purchased from Fulcrum Biometrics within 30 calendar days of the original date of purchase (Returns not available for international orders).

For Purchases that do not meet initial expectations.

If the product does not meet initial expectations, eligible customers will be refunded the original purchase price and any taxes paid, less shipping charges, and installation fees (if applicable). Product must be returned in re-sellable condition. Products returned that show customer-caused damage will not be eligible for a refund. Products received that are re-sellable but are missing the original shipping packaging will be charged a re-stocking fee up to 15% of the purchase price. The customer is responsible for all shipping costs to Fulcrum office.

For defective products under warranty.

Customers who believe their product is defective—and the product is still under warranty-- should contact support@fulcrumbiometrics.com to have their product field-tested. If our Technical Support team believes the product may be defective, the product should be returned to Fulcrum for further testing. If determined to be defective—at the fault of the manufacturer—Fulcrum will either repair the device or replace the device with a new device, at the sole discretion of Fulcrum. The customer may also request a refund, instead of a replacement.

In the case of a defect, Fulcrum will be responsible for refunding all costs and shipping. However, initial shipment of the device to Fulcrum must be at the customer’s expense. If the device is found defective, Fulcrum will refund the shipping costs.

For defective products no longer under warranty.

Fulcrum accepts no responsibility for products found defective after expiration of the warranty.

Specialty Product Returns

Certain products, such as unprotected software libraries and source code packages, may not be returned after purchase. These items require execution of a software licensing agreement before delivery which clearly states that the software may not be returned after purchase. International orders fall under Specialty Product classification and terms. 

Return Merchandise Authorization process.

All returns require a Return Merchandise Authorization (RMA). To obtain an RMA number, contact Fulcrum at https://support.fulcrumbiometrics.com to submit a ticket, and provide the following information:

• Customer name
• Original Invoice/Sales Receipt number
  
• Contact information--including billing/shipping address, telephone number and email address
• Product you are returning
• Reason for return

We generally issue RMA numbers the same day of the request, but, in some cases, it takes a few business days.

Instructions on Returns

No returns or damaged merchandise will be accepted without a Return Authorization Number (RMA#). All returns need to be received within 30 days of the RMA # issuance or the number will no longer be valid.

Please include a copy of your invoice inside the box.

Please clearly mark the RMA number on the outside of your package. We will not accept packages that are not properly marked with an RMA number.

You must pre-pay the shipping charges to return the product to Fulcrum. We recommend that you ship your package by courier (such as UPS or FedEx) that provides insurance coverage and package tracking. Fulcrum Biometrics assumes no liability for lost packages or products damaged during shipment.

Please allow seven (7) to ten (10) business days for Fulcrum to receive and process your return.

Refunds

Refunds for purchases take seven (7) to fourteen (14) business days to process. Refund payments will only be made using the same payment vehicle (credit card, ACH, check, etc.) as the original purchase.