Return & Refund Policy

Last Updated: October 2025

1. Overview

At Dargo, we want you to be completely satisfied with your purchase. This Return & Refund Policy explains our process for returning products and receiving refunds. Please read this policy carefully before making a purchase.

This policy applies to hardware devices purchased through our ecommerce store. For information about our traffic routing service, please refer to our Terms of Use.

2. Return Window

You have 30 calendar days from the date you receive your Dargo device to initiate a return.

The return window is calculated from the carrier's "delivered" timestamp, not the purchase date or shipping date. This is the date when the carrier marks your package as delivered to your address.

Example: If your package is delivered on January 15th at 2:00 PM according to the carrier's tracking, your 30-day return window expires on February 14th at 11:59 PM.

Return requests initiated after the 30-day window will not be accepted.

3. Eligibility Requirements

To be eligible for a return, your Dargo device must meet the following conditions:

3.1 Resale Condition

Products must be in a condition that does not affect resale value. We reserve the right to refuse returns for products that have been heavily used or show excessive wear.

  • Device must be clean and free from physical damage
  • All original packaging, accessories, and documentation must be included
  • Product must not show signs of heavy use or modification
  • No scratches, dents, or cosmetic damage beyond normal handling
  • Device must be in working condition (unless defective)

3.2 Original Packaging and Contents

Returns must include:

  • Original device packaging and box
  • All included accessories (power adapter, cables, etc.)
  • Documentation and quick start guides
  • Any promotional items that were included with the purchase

3.3 Proof of Purchase

You must provide proof of purchase, including:

  • Order number or receipt
  • Purchase date and delivery confirmation
  • Proof that the item was purchased from Dargo directly

4. Non-Returnable Items

The following items cannot be returned:

  • After Return Window: Return requests initiated more than 30 days after delivery
  • Heavily Used Products: Items showing excessive wear, damage, or signs of heavy use that affect resale value
  • Modified Devices: Products that have been opened, modified, or tampered with (except for normal setup and use)
  • Missing Components: Returns missing original packaging, accessories, or documentation

Important: The eligibility for returns is determined solely by this Return & Refund Policy. Whether or not your service has been terminated does not affect your ability to return the product, as long as you meet the requirements above (within 30 days and in resale condition).

5. Return Shipping Costs

5.1 Customer-Initiated Returns

You are responsible for return shipping costs in the following situations:

  • Change of mind or buyer's remorse
  • Ordered the wrong product
  • No longer need the device
  • Any reason not related to product defect or our error

5.2 Dargo-Covered Return Shipping

We will cover return shipping costs in the following situations:

  • Product has a quality issue or manufacturing defect
  • We shipped the wrong product to you
  • Device arrived damaged during shipping
  • Product does not match the description on our website

5.3 Return Shipping Instructions

For returns where you pay shipping:

  • Use a trackable shipping method and obtain proof of shipment
  • Properly package the device to prevent damage during transit
  • Ship to the address provided in your return authorization
  • Keep your tracking number and shipping receipt

For returns where we cover shipping, we will provide a prepaid return shipping label via email.

6. Restocking Fee

A restocking fee may apply to returns that show signs of use.

We may charge a restocking fee in the following situations:

  • Device shows signs of use beyond initial setup and testing
  • Packaging is damaged or cannot be resealed
  • Missing accessories or documentation (we may deduct replacement cost)
  • Product requires additional cleaning or refurbishment before resale

Restocking Fee Amount: Up to 20% of the purchase price, depending on the condition of the returned item.

No restocking fee will be charged for:

  • Defective products
  • Products we shipped in error
  • Items that arrive damaged
  • Unopened or like-new condition returns

7. How to Initiate a Return

To start the return process:

Step 1: Contact Support

Email us at support@dargo.net with the following information:

  • Order number
  • Reason for return
  • Photos of the product and packaging (if claiming damage or defect)
  • Delivery confirmation date from carrier

Step 2: Receive Return Authorization

Our support team will review your request and provide:

  • Return authorization number (RMA)
  • Return shipping address
  • Return instructions
  • Prepaid shipping label (if applicable)

Do not ship returns without a return authorization number. Unauthorized returns may be refused or delayed.

Step 3: Package and Ship

  • Include the RMA number on the outside of the package
  • Pack the device securely in its original packaging
  • Include all accessories and documentation
  • Ship using a trackable method
  • Keep tracking information for your records

Step 4: Inspection and Processing

Once we receive your return:

  • We will inspect the device within 3-5 business days
  • We'll verify that it meets our return eligibility criteria
  • We'll assess any applicable restocking fees
  • You'll receive email notification of the inspection results

8. Refund Process

8.1 Refund Timeline

After your return is approved:

  • Refund Initiation: Within 3-5 business days of inspection approval
  • Payment Processor: 5-10 business days for funds to appear in your account
  • Total Time: Approximately 1-2 weeks from when we receive your return

8.2 Refund Method

Refunds will be issued to the original payment method:

  • Credit/debit cards: Refund to the original card
  • PayPal: Refund to your PayPal account
  • Other methods: As available through the original payment processor

8.3 Refund Amount

Your refund will include:

  • Original purchase price
  • Original shipping costs (if return is due to our error or defect)
  • Applicable taxes

Your refund will NOT include:

  • Return shipping costs (unless return is due to our error or defect)
  • Original shipping costs (for customer-initiated returns)
  • Restocking fees (if applicable)
  • Any traffic routing service fees already incurred

8.4 Partial Refunds

Partial refunds may be issued for:

  • Items showing signs of use (with restocking fee deducted)
  • Returns missing accessories (cost of accessories deducted)
  • Damaged packaging that affects resale value

We will notify you of any partial refund amounts before processing.

9. Exchanges

We currently do not offer direct exchanges. If you need a different product:

  1. Return your current device following this policy
  2. Receive your refund
  3. Place a new order for the desired product

For defective products within the warranty period, please refer to our warranty policy for replacement options.

10. Damaged or Defective Items

10.1 Reporting Damage

If your device arrives damaged or defective:

  • Report within 7 days of delivery
  • Email support@dargo.net with photos of the damage
  • Include photos of the packaging showing external damage (if applicable)
  • Provide order number and delivery confirmation

10.2 Damaged Item Returns

For items damaged in shipping:

  • We will provide a prepaid return label
  • No restocking fee will be charged
  • Full refund including original shipping costs
  • Option for replacement device (subject to availability)

10.3 Manufacturing Defects

For manufacturing defects discovered within the return window:

  • Follow our standard return process
  • We will cover return shipping
  • Full refund with no restocking fee
  • Or replacement under warranty terms

11. International Returns

For international customers:

  • Same 30-day return window applies
  • You are responsible for return shipping costs and customs fees
  • Contact support@dargo.net for international return instructions
  • Refunds will exclude original international shipping costs
  • Import duties and taxes are non-refundable

12. Important Notices

12.1 Service Termination and Returns

IMPORTANT CLARIFICATION: Your eligibility to return a product is determined solely by this Return & Refund Policy - specifically the 30-day return window and product condition requirements. Service termination for policy violations does NOT affect your return eligibility.

This means:

  • Within 30 days + meets conditions = CAN return (even if service was terminated for policy violations)
  • Outside 30 days OR doesn't meet conditions = CANNOT return (regardless of whether device is functional or service status)

However, as stated in our Terms of Use, devices rendered non-functional due to service termination are NOT covered by warranty. Once outside the 30-day return window, there is no recourse for non-functional devices due to service termination.

12.2 Traffic Service Fees

The return and refund of hardware does not include refunds for:

  • Traffic routing service fees already incurred
  • Pay-as-you-go charges for traffic above free limits
  • Account setup or activation fees

12.3 Lost or Stolen Returns

We are not responsible for return packages that are lost or stolen during shipping. We recommend:

  • Using trackable shipping methods
  • Purchasing shipping insurance
  • Keeping all tracking information and receipts

12.4 Return Fraud

We take return fraud seriously. Actions that constitute fraud include:

  • Returning a different or counterfeit device
  • Claiming false damage or defects
  • Swapping components before returning
  • Filing fraudulent chargeback claims

Return fraud may result in account termination, service suspension, and legal action.

13. Contact Us

For questions about returns and refunds, please contact us:

  • Email: support@dargo.net
  • Subject Line: Include "Return Request" and your order number
  • Response Time: We aim to respond within 1-2 business days

14. Policy Changes

We reserve the right to update this Return & Refund Policy at any time. Changes will be effective immediately upon posting to our website. The return policy in effect at the time of your purchase will apply to that transaction.

We encourage you to review this policy before making a purchase.