Fulcrum Biometrics offers customers the option to return most products purchased from our company within 30 days of the original date of purchase (14 days for International orders) if the product does not meet your needs or perform to your satisfaction. Customers who are eligible for returns will be refunded the original purchase price and any taxes paid, less shipping charges. To request a refund your must first obtain an RMA (Return Merchandise Authorization) number.
To obtain an RMA number, you will need to contact Fulcrum and provide the following information:
- Customer name
- Original order 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. Refunds for purchases of software only will be processed within five (5) business days after an RMA has been issued. Refunds for hardware products will be processed within three (3) business days of receiving the returned merchandise.
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. All other products fall under the Fulcrum General Returns Policy above.
Instructions on Returns
Before returning your product to Fulcrum, you must first obtain an RMA number by contacting the office you purchased products from. Any product being returned for a refund must be complete. If you have purchased a product that includes software and hardware— both items must be returned. 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 a minimum of five (5) business days for us to receive and process your return.