Connected Solutions Group (CSG) offers the following warranties on devices sold in the following conditions:
New From Manufacturer
Any return received without a Return Authorization Number (RMA) will be subject to refusal. See Return Merchandise Authorization Policy and Procedures.
Warranty Coverage Exceptions
Devices are not covered under any of the following conditions:
Items which are not sold by Connected Solutions Group
Items which show visible physical damage as a result of the accidental or improper use
Items which are shipped improperly and damaged in transit
Items which are returned with irremovable stickers, tags, or markings
Items which are returned with Factory Reset Protection (FRP) or Activation locks
Items which are returned with passwords in place
Items which are retuned without being unenrolled or released from MDM software
New From Manufacturer Warranty Policy
CSG will honor the manufacturer warranty (make and model dependent) on OEM components and devices. In some cases CSG can only honor the remainder of the manufacturer warranty for the following reason. Although in most cases we sell items within several days of purchase, we cannot guarantee the full manufacturer warranty on some units. Certain models can sit in our stock for some time and take up to a month to sell, as a result for example, if you were to purchase a device with a standard 1-year manufacturer warranty, it may, in fact, have 11 months warranty coverage left in it’s term. In addition, our suppliers may have the item in stock for further additional time. However we have verified Apple, Samsung, Kyocera, and Nokia, can have the warranty coverage term reset to the original term starting at your purchase date with proof of purchase provided via a CSG invoice. Please contact Connected Solutions Group if you would like additional copies of your Invoice.
Certified A-Stock or A-Stock Rating Warranty Policy
“A-Stock” devices are deemed fully functional and are certified for operation by CSG technicians. All devices are wiped before shipment and the device IMEI/MAC ID is guaranteed as good for activation. Device may have had a brief prior activation history. Devices are rated as “excellent” cosmetic condition or better. Devices will include original OEM accessories. All “A-Stock” devices include a 365-day warranty from Connected Solutions Group. This warranty covers manufacturer hardware or software defects that impair the device function. Any manipulation of firmware, software, or hardware by the customer or a third party will disqualify the device from warranty coverage. Any device with heavy cosmetic damage, water damage, or other user inflicted damage is not covered. The warranty coverage period begins on the day that the customer takes delivery of their product. All customers within the domestic United States requiring warranty support will receive a prepaid UPS Ground shipping label and CSG will cover return shipping costs.
B Stock Rating Warranty Policy
“B-Stock” devices are deemed fully functional and are certified for operation by CSG technicians. All devices are wiped before shipment and the device IMEI/MAC ID is guaranteed as good for activation. In most cases device will have a prior activation history. Devices are rated as “excellent” or “good” cosmetic condition or better and may have small signs of prior use. Devices will include original OEM accessories. All “B-Stock” devices include a 180-day warranty from Connected Solutions Group. This warranty covers manufacturer hardware or software defects that impair the device function. Any manipulation of firmware, software, or hardware by the customer or a third party will disqualify the device from warranty coverage. Any device with heavy cosmetic damage, water damage, or other user inflicted damage is not covered. The warranty coverage period begins on the day that the customer takes delivery of their product. All customers within the domestic United States requiring warranty support will receive a prepaid UPS Ground shipping label and CSG will cover return shipping costs.
Device Battery Warranty Policy
All device batteries are evaluated at CSG before shipment and are guaranteed to meet our minimum battery health requirements before shipment. Minimum battery health is defined by CSG as a Max Capacity of at least 35% of Factory Capacity and no more than 5,000 charge/drain cycles. All device batteries are covered by a 180-day warranty. This warranty covers manufacturer defects that impact the functionality or usability of the battery.
Orders are processed in the order they are received and expedited shipping orders, such as Priority and Express shipping, are elevated in priority to meet the delivery deadline. All orders are shipped from our location in Mechanicsville, Virginia. Orders placed are usually processed and shipped within 2~6 business days from the time the order is placed however this may vary depending on product availability and quantity. Tax rate is based on the shipping address and not the billing address.
Lost or Stolen Packages
Connected Solutions Group is not responsible for packages that are delivered to a wrong address due to an incorrect or incomplete shipping address provided by customer.
If a package shows delivered to your address, but is missing you must report the loss to Connected Solutions Group within 1 week of the ship date of your order. Once you have reported your lost package, we will launch an inquiry with our carrier about the lost package and attempt to have it recovered. If the carrier declares the package to be a complete loss, we will reship your order. Any additional shipping charges due to customer error will not be covered by Connected Solutions Group.
Return Merchandise Authorization (RMA) Policy and Procedures
Connected Solutions Group (CSG) will not accept delivery of any devices that are not approved for return via our RMA department. In order to submit a request for RMA approval, please submit your request at csgstore.net/rmaform. Once your request is submitted, our RMA department will review it and will provide a resolution or update to you within 3 business days. Any request received without proper contact information will not be processed. If order or device information is not available at the time that the request is submitted, we will do our best to provide that information from our transaction records. Shipping costs will be covered by CSG when RMA requests are approved through our RMA department except in cases where the 15% restocking fee applies (see below) in which case the return shipping fees will also be deducted from the refund. Our RMA department will provide shipping labels as well as copies of approval documents for customer records. Approved units must be returned within 30 days of approval. Failure to do so may result in revocation of your RMA approval and/or additional processing fees.
Return Policy Exceptions
See Warranty Info document for details on your specific Return Policy. Buyer’s remorse return requests for a refund are only accepted for review if submitted within 30 days from the purchase date. Any buyer’s remorse return requests submitted after 30 days have elapsed will be reviewed on a case by case basis. Return shipping and re-stocking fees may apply. Return requests for replacement or refund will only be processed if the item is reported defective within the stated warranty term, the item is received with a Return Merchandise Authorization (RMA) number assigned by CSG, and the item is returned in the exact same cosmetic condition as shipped. Returns received that violate the aforementioned conditions may be subject to additional review or refusal. Approved units must be returned within 30 days of approval. Failure to do so may result in revocation of your RMA approval and/or additional processing fees.
Items returned will be denied and returned back to the sender if they are returned under any of the following conditions:
Any product which shows physical damage not caused by the mail carrier
Any product that is not included on an RMA approval document
Any product which is not purchased from CSG
Any product without a valid and readable Serial Number/IMEI/MAC ID
Any product that does not have an RMA number written on the outside of the box
Non-refundable/repairable items such as opened software, license keys, etc
If replacements are approved for your request, proof of shipment of the defective unit(s) is required before replacement units will be shipped. Replacements will be shipped immediately if they are in stock contingent on aforementioned proof of shipment. If replacement units are not in stock, shipment timelines may vary depending on unit availability and vendor lead time. All replacement units (when replacing defective units) are shipped with Ground shipping at no cost. Upgraded shipping may be provided upon request at additional cost.
If a device needs to be shipped prior to the original device being shipped back to Connected Solutions Group, the customer will be invoiced for the full price of the replacement hardware prior to shipment of the replacement unit(s). Once proof of shipment for the original defective unti(s) is provided and the reason for return is confirmed by Connected Solutions Group then payment of the replacement unit(s) will be credited back in full to the customer. If the reason for return is not validated by Connected Solutions Group and the device appears to be in working order, the original device will be restocked and standard restocking fee(s) (see below) will be assessed and applied to the aforementioned cost of the refund issued for the replacement unit(s).
Restocking Fee Policy
Any returns that meet the following criteria may have a return shipping fee and 15% restocking fee applied to them:
Returns that do not pertain to any hardware or software issue
Missing or damaged packaging
Missing or damaged accessories
If items have any visible cosmetic damage or blemishes preventing CSG from reselling for new or open-box price
Returns received after 30 days have elapsed after they were approved for return
Restocking fees will consist of the price difference of the item taking into account the value lost to cosmetic damages, and missing accessories and packaging. CSG reserves the right to charge a restocking fee at CSG’s discretion.