Refund policy

Return & Refund Policy
Effective July 2009 · Last updated September 2026
Questyme USA sells APC by Schneider Electric uninterruptible power supplies, replacement batteries,
power distribution and related equipment to business, government, education and non-profit
customers. This policy explains what can be returned, what fees apply, how refunds are paid and how
long they take. Where a signed contract or government purchase order states different terms, that
document controls for that order.
Return period and eligibility
• 30-day return window. Most stock products may be returned within 30 days of the invoice date,
provided they are in like-new condition with original packaging, manuals and accessories, and a
Return Merchandise Authorization (RMA) number has been issued.
• Defective products. Defects must be reported within 15 days of the invoice date for credit,
replacement or repair. After 15 days, the manufacturer’s warranty takes precedence (see
below).
• Manufacturer-direct products. Certain products are restricted by the manufacturer and must be
returned to the manufacturer or an authorized service center for repair rather than to
Questyme.
Non-returnable items
The following are final sale and are not eligible for return or refund unless defective on arrival or
shipped in error:
• Software and licenses.
• Batteries and replacement battery cartridges (RBC), including third-party batteries.
• Special Order items: 3-phase units, ISX custom configurations, 230V/International units,
NetBotz, spare parts, industrial-grade UPS units, and any other item marked “special order” on
your quote.
• Service contracts, extended warranties and start-up or on-site services once activated or
scheduled.
• Products returned without an RMA number, after the 30-day return window, or more than 10
days after the RMA was issued.
Restocking fees and cancellations
• Conditional restocking fees. Questyme aims to minimize costs for our customers. A restocking
fee (typically 20%) is applied only if Questyme is charged a restocking or processing fee by the
manufacturer or distributor for the return.
• Open-box and incomplete returns. Returns that are not in like-new condition, or are missing
original packaging or manuals, may be subject to a fee of up to 25% to cover refurbishment and
repackaging.
• Order cancellations. Orders cancelled before the warehouse or manufacturer has processed
them are refunded in full. Orders cancelled after processing or shipment are subject to a fee
only if the warehouse or manufacturer charges Questyme one. Original shipping charges are not
refunded once an order has shipped, and refusing delivery does not avoid these charges.
• Special Order items cannot be cancelled once Questyme has placed the order with the
manufacturer or distributor.
Return procedure (RMA)
1. Contact Customer Relations with your invoice number, product serial number, the reason for
the return, and photos for any damage claim.
2. If the return is approved, Questyme will issue an RMA number and the return address. For
defective products, damaged shipments and Questyme errors, we will also provide a prepaid
return label.
3. Ship the product within 10 days of RMA issuance, in its original manufacturer packaging, with
the RMA number on the shipping label. Follow the packaging instructions provided for any
battery return; batteries are regulated hazardous materials.
4. Questyme inspects the product on receipt. If its condition does not match the RMA request, we
will contact you with the adjusted refund amount before processing.
Customers are responsible for return shipping and insurance, except for defective products, damaged
shipments and Questyme errors. Questyme covers outbound shipping on replacements and exchanges.
How much is refunded
Your refund is the invoiced price of the returned products, plus sales tax collected on them, less any
restocking or refurbishment fee described above and less the replacement cost of any missing or
damaged components. Original outbound shipping is refunded only for defective products, damaged
shipments and Questyme errors.
How and when refunds are paid
• Timing. Refunds are issued after the returned product has been received and inspected and
Questyme has received the corresponding credit from the manufacturer or distributor. This
typically takes 30 days from receipt of the return and can take longer for manufacturer-direct
returns. We will confirm in writing when your refund has been issued.
• Credit-card payments are refunded to the original card. We cannot refund to a different card.
• All other payments (ACH, wire, check or account terms) are refunded by check, mailed to a
remittance address confirmed with you by email before the check is issued.
• Customers on account terms. If the invoice is unpaid, Questyme issues a credit memo against
the invoice instead of a payment. If your account has past-due balances, any refund or credit is
applied to the past-due balance first and the remainder, if any, is refunded to you.
• Store credit. At your request, any refund may be issued as store credit instead. Store credit is
valid for two years from issuance and may be applied to any future purchase.
• Exchanges. If you prefer an exchange, Questyme ships the replacement as a new order and
credits the return against it once the returned product is received and inspected.
Manufacturer warranty
Defects reported more than 15 days after the invoice date are handled under the manufacturer’s
warranty — for APC by Schneider Electric products, typically two to three years on UPS hardware and
one to two years on replacement batteries, depending on the model. Warranty repair and replacement
are provided by the manufacturer, not by Questyme, and are not eligible for a refund from Questyme.
Customer Relations will help you register the product and open the warranty claim; send us the model,
serial number and your invoice number.
This policy does not limit any rights you have under the manufacturer’s warranty or applicable law.
Questyme USA may update this policy at any time; the version in effect on your invoice date applies to
that order.