Return Policy
Easy returns for your peace of mind
Our Return Promise
At UCDirect, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, we offer a comprehensive return policy to ensure your peace of mind. Please review the details below to understand our return process and requirements.
Return Timeframe
Out of Box Failure (OBF)
If you identify an out-of-box failure (OBF) with a device, please contact ZoomSupport@UCDirect.com within 14 days of the receipt so we may troubleshoot or offer a return or exchange.
Contact: zoomsupport@ucdirect.com
30-Day Return Window
UCDirect will accept unopened boxes up to 30-days from the time of shipment. Please contact ZoomSales@UCDirect.com. We work with Manufacturers’ distribution teams for exceptions and if approved, a restocking fee may be charged.
Contact: zoomsales@ucdirect.com
Return Conditions
What is an Out of Box Failure (OBF)?
An Out of Box Failure occurs when a product arrives damaged, defective, or non-functional due to manufacturing defects or shipping damage that occurred before delivery to you.
Examples of OBF include:
- • Device won't power on or boot up
- • Visible physical damage to the product
- • Missing essential components or accessories
- • Screen defects or dead pixels
- • Hardware malfunctions from day one
OBF Process:
- • Report within 14 days of receipt
- • Contact zoomsupport@ucdirect.com
- • Provide photos if requested
- • Expedited replacement or refund
- • No restocking fees applied
Items Must Be:
- In original condition - Unused and in the same condition as received
- Complete with all components - Include all accessories, manuals, and original packaging
- Free from damage - No physical damage, liquid damage, or excessive wear
- Data wiped - All personal data removed from electronic devices
Non-Returnable Items
- • Opened software and digital downloads
- • Personalized or custom-configured items
- • Items damaged by misuse or normal wear
- • Consumable products (batteries, cables with wear)
- • Items returned after the return window
How to Return Items
Request Return
Contact our support team or log into your account to initiate a return request.
Get RMA Number
We'll provide you with a Return Merchandise Authorization (RMA) number and shipping instructions.
Ship Item
Package the item securely with the RMA number and ship using the provided label.
Important Shipping Information:
- • All returns must include a valid RMA number
- • Use original packaging when possible
- • Items shipped without RMA numbers may be refused
- • Keep tracking information until refund is processed
- • We recommend using insured shipping for valuable items
Refunds & Processing
Refund Timeline
- • Inspection: 1-2 business days after receipt
- • Refund Processing: 3-5 business days
- • Bank Processing: 5-10 business days
- • Total Time: 7-15 business days
Refund Method
- • Refunds issued to original payment method
- • Credit card refunds may take 1-2 billing cycles
- • Store credit available upon request
- • Gift card purchases refunded as store credit
Restocking Fees
Most items can be returned without restocking fees. However, a 15% restocking fee may apply to: opened software, special orders, or items returned in unsellable condition.
Exchanges
We currently process exchanges as returns followed by new orders. This ensures you get the best available pricing and fastest shipping for your replacement item.
For Defective Items
If you received a defective item, we'll expedite your exchange and may provide advance replacement for critical business needs.
Size/Model Changes
Return your original item and place a new order for the desired size or model. We'll help coordinate timing when possible.
Warranty vs. Returns
Returns are for unwanted items, while warranty claims cover defective products after the return period. Most products include manufacturer warranties for hardware defects.
Return (Within 30 days)
- • Change of mind
- • Wrong item ordered
- • Doesn't meet expectations
- • Full refund available
Warranty (After 30 days)
- • Manufacturing defects
- • Hardware failures
- • Performance issues
- • Repair or replacement
Need Help with a Return?
Our customer service team is here to help make your return process as smooth as possible.
Out of Box Failures (OBF)
For items that arrived damaged or defective (within 14 days)
Email: zoomsupport@ucdirect.com
Response time: Same business day
Standard Returns
For unopened boxes and general return requests (within 30 days)
Email: zoomsales@ucdirect.com
Response time: 1-2 business days
General Customer Service
Phone: +1 (281) 810-6291
Hours: Monday - Friday, 8:00 AM - 6:00 PM CST