Return, Refund and Repair Policy

Refund Policy

All system sales are non-cancellable, final and non-refundable unless otherwise stated on product description pages. Only Dead on Arrival (DOA) Products may be returned for credit within 15 days from Dihuni’s invoice date. Credit will only be issued if returned products are in brand new condition. Dihuni will charge a restocking fee of an amount no less than 25% of the original purchase price for any returned product that is non-defective or arrives with an incomplete package. Customer must obtain a Return Merchandise Authorization (RMA) number from Dihuni. Please see instructions below for details on warranty and RMA or click here to request RMA.

Return of Defective Products

If returned products are: a) within the manufacturer’s warranty period as described below b) accompanied by proper RMA and c) defective as determined by Dihuni; Dihuni will, at its option: 1) repair the defective product within 20 working days or 2) replace the defective product with a refurbished product. For purposes of this Limited Warranty, “refurbished” means a product or part that has been returned to its original specifications. Dihuni has no obligation to repair or replace parts beyond the warranty period; however, Dihuni may repair or replace provided that 1) Customer pays for the cost of obtaining the part(s) and 2) the part(s) are available for purchase.

Warranty

Dihuni warrants that the products we sell are free from defects in material and workmanship and, subject to the conditions set forth herein, agree to repair or replace products in accordance with the manufacturer’s warranties from the date of the original retail purchase without charge for parts and labor. Most of our systems come with a 30-days parts and 1-year labor limited warranty as offered by the manufacturer. This warranty is limited to the original purchaser and is non-transferable. This limited warranty does not cover any failure(s) or defect(s) caused by misuse, accident, abnormal or unusually heavy use, improper packaging or handling, neglect, abuse, alteration, improper installation, unauthorized repair or modification, improper testing or causes external to the product such as, but not limited to, excessive heat or humidity, power failures, power surges or acts of God. This limited warranty will be void if evidence is seen of screw holes created by Customer, burned-out chips, more than four wires are broken, evidence of repair work performed or damage caused by a party other than Dihuni. This limited warranty does not cover expendable components, any software supplied by Dihuni, any experimental or developmental products, compatibility issues with other hardware and software products introduced after the time of purchase, or products or accessories not manufactured by Dihuni. Under no circumstances will Dihuni will be responsible for other costs associated with product replacement or repair, such as labor, installation or other costs incurred by the Customer.

Return Merchandise Authorization (RMA)

In the event that a product needs to be returned to Dihuni for warranty service or DOA replacement, the Customer must first obtain a Return Merchandise Authorization (RMA) number from Dihuni. The RMA number must be clearly printed on the outside of the box in which the product is returned. Dihuni will not accept any shipment without an RMA number. After processing an RMA request, Dihuni reserves the right to request the total cost of the replacement products or the actual products itself if Dihuni later determines it to have sustained damage through actions of the Customer.

RMA Requirements & Process

The Customer must supply the following information to Dihuni to obtain an RMA number: invoice date, invoice number, product model name, serial number and reason for return. RMA number will become void if the product it covers is not received by Dihuni within 5 days after the RMA number is issued. When returning a product for RMA, Customer must ship with freight prepaid, include in the box a copy of the original invoice and a detailed note describing the problem. Customer must also make sure the RMA number is clearly marked on the outside of the box. All RMAs must be returned in the products’ original packaging.

RMA can be requested by: 

    • E-mailing Dihuni Technical Support with all your details as described above : support@old.dihuni.com
    • Phone : 703-436-4721
    • Filing out Dihuni RMA Excel form and email to support@dihuni.com
    • Mail the filled out RMA form to Attn : Technical Support, Dihuni, 7432 Old Dominion Dr, McLean, VA 22101

In order to provide you the best service, please read additional RMA Return for Repair Policy information below for Systems or Servers:

1. If a whole system is returned for repair:

RMA department can only service Dihuni servers or systems that were entirely assembled in a Dihuni or Dihuni appointed facility.
The entire system must be shipped to Dihuni in its original pre-opened condition.
RMA request shall be denied if any extra part(s) or component(s) were installed in the system by the customer.
RMA request shall be denied if any part(s) or component(s) is shipped to Dihuni in error.

2. All arriving RMA items shall be inspected.

Dihuni shall hold no responsibility for any missing part(s), nor shall it be responsible for damages to the system as a result of shipment. Customers shall be notified should any missing or damaged part(s) is discovered from inspection.

3. Dihuni shall not be responsible for, nor will it service part(s) or accessories that were not pre-installed in the system by Dihuni

4. Dihuni shall not be responsible for, nor will it service system/server damages caused by component(s) that were not pre-installed in the system by Dihuni.

5. Dihuni shall not service a system/server if any damage-causing parts/components is excluded in the shipment. Dihuni shall also not be responsible for :

  • Any product without a valid, readable serial number, including but not limited to products with missing, damaged, altered, or otherwise unreadable serial number
  • Any product from which the UPC code has been removed from its packaging
  • Any product that exhibits physical damage
  • Any product for which you have submitted a mail-in rebate

6. Dihuni shall fix and return the system/server to the customer in the same fashion or packaging as it was received.

7. Available warranty shall be applied to the RMA cost of the server. Customer shall be notified should any additional charge or component replacement is required.

Replacement Conditions

All product replacements are subject to quantity available in Dihuni stock. If Dihuni does not have stock to replace the returned products, Dihuni shall have at least 30 days to manufacture and replace the returned products.

Disclaimer of Warranty

Except as specified in this warranty, Dihuni disclaims all other warranties, express or implied including, but not limited to any implied warranties of merchantability or fitness for a particular purpose. To the extent an implied warranty cannot be excluded, such warranty is limited in duration to the express warranty period. Some jurisdictions do not allow the exclusion of implied warranties or limitations on how long an implied warranty lasts, the above limitations may not apply.

Limitation of Liability

Dihuni’s liability under this, or any other warranty, implied or express, is limited to repair, replacement or refund. In no event will Dihuni be liable for direct, special, incidental, or consequential damages however caused and regardless of the theory of liability including, but not limited to, lost profits, downtime, goodwill, damage to or replacement of equipment and property, and any costs of recovering, reprogramming, or reproducing any document or data stored in or used with a system containing this product. Some states or jurisdictions do not allow limitation or exclusion of consequential or incidental damages thus the above limitation may not apply.