Returns

All returns must comply with the Website Terms and Conditions, and this RMA process.

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Non-Working/Defective Product Returns
All requests to return any product purchased from Cielo must have prior approval and receive a Return Merchandise Authorization (RMA).

Cielo will replace or refund orders, provided the following conditions are met:

1. Customer must notify their sales representative or someone in the RMA department at returns@cielo.com to obtain an RMA number.
2. The product is within the stated Limited Warranty period.
3. The product serial number is validated.
4. A detailed reason for the return is provided.
5. The product is returned in the same packaging condition in which it was originally received.
6. The RMA number is listed on the return packing slip and/or shipping label.
7. The product complies with the additional terms of the RMA process.

Cielo will accept responsibility for the cost of ground freight for non-working/defective gear. If Cielo cannot replace the product in a timely fashion, a refund will be issued within thirty (30) days of the approved RMA date. If the product returned is found to be working, a twenty-five percent (25%) restocking fee will be applied, along with any additional freight costs incurred. Any RMA product received after fifteen (15) calendar days from the receipt of the advanced replacement product will be subject to a twenty-five percent (25%) restocking fee.

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Working/Non-Defective Product Returns
All RMA requests for working products are subject to Cielo approval. If approved, Cielo will issue a refund, less a 25% restocking fee, provided that the product is returned within fifteen (15) days from the date the product(s) were received, and the following conditions are met:

1. An RMA number has been issued.
2. The product is returned in the same packaging condition in which it was originally received and can be resold.
3. The RMA number is listed on the return packing slip and/or shipping label.
4. The Customer accepts responsibility for freight (both original and return).
5. The product complies with the additional terms of the RMA process.

Please note that products that are manufacturer-sealed may not be returnable. Contact your sales representative or the RMA department at returns@cielo.com to confirm eligibility.

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Terms Applicable to All Returns
Back up your data and do not send us personal information. The Terms and Conditions are applicable to all returns under the RMA process, and you should review those terms carefully.

Cielo shall be under no obligation to accept any return and shall have no further obligation to the Customer, even if an RMA number has been issued, if the product has been, following receipt by the Customer who purchased the product directly from Cielo LLC or any designee for shipping:

• Mistreated, mishandled, improperly installed, or configured, or
• Subjected to abnormal physical or electrical stress, dust, environment, negligence, act of God, or accident.

In no event shall Cielo LLC’s liability exceed the cost of repair or replacement of any defective product or a refund of the purchase price (whichever is less). Cielo, at its sole discretion, may choose to repair, replace, or refund the returned product. The RMA process is the sole and exclusive liability of Cielo under this Agreement, and shall be the exclusive remedy for defective items. The RMA process is in lieu of all other warranties, expressed, implied, or statutory, including but not limited to the implied warranties of merchantability and fitness for a particular purpose.

Under the Terms and Conditions, all other remedies and warranties have been disclaimed.