Returns
Sending it back.
A change of mind, or a node that arrived wrong. Both are covered here; a node that failed after working is a warranty matter instead.
The window
How long you have, and in what condition.
- Window
- TBD days from delivery.
- Return postage
- TBD for a change of mind. We pay it when the fault is ours.
- Restocking fee
- TBD.
- Refund reaches you
- TBD after we receive the parcel.
Every TBD above is a commercial number that has not been settled. It is shown as TBD rather than filled in with something plausible, because a returns window printed on a website is an offer, and we are not going to make one by accident.
Condition. Return the node, the cable and the power supply, with the packaging if you still have it. Plugging it in, provisioning it, printing from it and then deciding it is not for you is fine — that is what the window is for, and we would rather you tested it properly. Physical damage, a missing power supply, or a node that has been opened is a different conversation; tell us what happened and we will say what we can do.
Claimed nodes. If you claimed the node to your account, release it from your fleet page before sending it back. If you forget, we will release it — a returned node is detached from its old owner before it goes anywhere else.
The process
Four steps, and one of them is ours.
- Email us. Send your order number and what you want to do to support@proxynodes.com. If the node is faulty rather than unwanted, paste its
/statusoutput — about half the time that tells us it is a cable or a printer rather than the node, and you keep the node. - We send an RMA number. Write it on the outside of the parcel. A return without one still gets processed, it just takes longer, because nobody knows what the box is.
- Ship it back to the address on the RMA email. Get a tracking number — until it arrives, the parcel is your risk, and tracking is what settles an argument neither of us wants to have.
- We refund. The refund is issued through Stripe against the original charge, so it goes back to the card that paid — we cannot send it anywhere else, and there is no store credit. Where only part of an order comes back, only that part is refunded.
A node that worked and then stopped is not a return — see the warranty, which is a repair-or-replace path rather than a refund one. Sale terms are on the terms page, and your statutory rights as a consumer are unaffected by any of this.