Refund policy

RETURN & REFUND POLICY

PETROCORE SUPPLY SOLUTIONS, LLC
Return & Refund Policy
Effective Date: June 15, 2026 | Version 2.0 | Domestic & International

QUICK REFERENCE
Return Window: 30 Days Standard | DOA Reporting: 15 Days | RMA Required: Yes — All Returns | Software/Licenses: Non-Refundable Once Activated

1. OVERVIEW

PetroCore Supply Solutions, LLC ("PetroCore") is an authorized reseller of technology products spanning IT hardware, software, networking, security, peripherals, audio/visual, supplies, and accessories. We source products through an authorized distributor network that includes Ingram Micro, TD Synnex, D&H Distributing, Carahsoft Technology, Arrow Electronics, and other authorized distributors and specialty channel partners.

Because our catalog spans hundreds of manufacturers — each with their own return, warranty, and refund policies — PetroCore's return policy is structured to align with our distributor and manufacturer partners' standard terms while giving our customers a clear, consistent experience regardless of product or geography.

This policy applies to all orders placed with PetroCore, whether domestic (U.S.) or international. International-specific terms are detailed in Section 10. By placing an order with PetroCore, you agree to these terms.

2. RETURN ELIGIBILITY — STANDARD TERMS

2.1 Eligible Returns

PetroCore will accept return requests under the following conditions:

  • Product is returned within 30 days of the delivery date
  • Product is in its original, unopened manufacturer packaging with all seals intact
  • All original components, accessories, manuals, cables, power adapters, and registration cards are included
  • Product has not been used, configured, installed, or powered on (except to verify DOA)
  • No writing, labels, or markings have been placed on the manufacturer's original box
  • A valid Return Merchandise Authorization (RMA) number has been issued by PetroCore prior to return shipment

2.2 Non-Eligible Returns

The following are not eligible for return under any circumstances:

  • Products returned after 30 days from the delivery date
  • Opened, activated, or downloaded software, licenses, SaaS subscriptions, or digital products of any kind
  • Custom-configured, built-to-order, or special-order products across any category
  • Products with missing components, altered packaging, or damage incurred after delivery
  • Products deemed incompatible with the buyer's environment — incompatibility is not a defect
  • Discontinued, end-of-life, or clearance products
  • Consumables including ink cartridges, toner, paper, batteries, and cable assemblies once opened
  • International orders returned without prior written RMA approval from PetroCore
  • Products subject to export restrictions that cannot lawfully be returned across borders

3. MANUFACTURER-SPECIFIC RETURN WINDOWS

Our catalog includes products from hundreds of manufacturers sourced through Ingram Micro, TD Synnex, D&H Distributing, Carahsoft Technology, Arrow Electronics, and our broader authorized distributor network. While PetroCore's standard return window is 30 days, individual manufacturers impose their own restrictions that we are bound by as an authorized reseller. The following general rules apply by product category:

  • Standard hardware (computers, monitors, servers, networking, storage, peripherals): 30 days, unopened and unused
  • Software and licenses (all publishers — Microsoft, Adobe, Symantec, VMware, Broadcom, Autodesk, and others): Non-returnable once the license key has been delivered, activated, or downloaded — no exceptions
  • Printers and imaging (HP, Lexmark, Xerox, Brother, Epson, Canon, and others): 30 days unopened; consumables are non-returnable once opened
  • Networking and security appliances (Cisco, Fortinet, Aruba/HPE, Juniper, Palo Alto, SonicWall, Ubiquiti, and others): 30 days unopened; manufacturer warranty governs post-opening support
  • Mobile, tablets, and rugged computing (Getac, Panasonic, Zebra, Honeywell, Apple, and others): 30 days unopened; some manufacturers restrict returns to 15 days — the shorter window applies
  • Audio/visual and collaboration (Poly, Logitech, Jabra, Crestron, Extron, and others): 30 days unopened
  • Cables, adapters, and accessories: 30 days unopened; non-returnable once opened
  • Power and UPS products (APC, Eaton, CyberPower, Tripp Lite, and others): 30 days unopened; installed batteries are non-returnable
  • Memory, storage, and SSDs (Kingston, Samsung, Seagate, Western Digital, Crucial, and others): 30 days unopened; defective units handled via manufacturer warranty after opening
  • Government and defense-specific products sourced through Carahsoft, Arrow, or other government channel distributors: Return terms are governed by the manufacturer's government channel policy, which may differ from commercial terms

If you are unsure of the return window for a specific product in your order, contact orders@petrocoresupplysolutions.com before initiating a return and we will confirm the applicable terms.

4. DEAD ON ARRIVAL (DOA) AND DEFECTIVE PRODUCTS

A product is Dead on Arrival (DOA) if it fails to operate upon first use straight out of the box due to a confirmed manufacturer defect. Incompatibility, installation errors, software conflicts, and user-caused damage do not qualify as DOA.

  • DOA must be reported to PetroCore within 15 days of delivery
  • PetroCore will open an RMA and coordinate with the applicable distributor — Ingram Micro, TD Synnex, D&H, Carahsoft, Arrow, or other — to process the claim
  • All products claimed as defective are subject to testing by the distributor and/or manufacturer
  • If a product is tested and confirmed non-defective, it will be returned to you at your expense
  • Upon confirmed DOA, PetroCore will issue a replacement or credit at our discretion
  • For certain manufacturers, DOA claims are handled directly through the manufacturer's support line — PetroCore will advise you at time of RMA request
  • For international orders, DOA replacement is subject to export compliance review and may be fulfilled as credit rather than physical replacement depending on destination

5. RETURN MERCHANDISE AUTHORIZATION (RMA) PROCESS

No return will be accepted without a valid RMA number issued by PetroCore prior to shipment. Packages arriving without a valid RMA will be refused and returned to the sender at the sender's expense.

  • Step 1 — Email orders@petrocoresupplysolutions.com with: PetroCore order number, manufacturer part number and SKU, serial number (if serialized), quantity, reason for return, product condition (unopened, opened, defective, DOA), and for international orders, the country of return origin
  • Step 2 — PetroCore will review your request against the applicable distributor's return guidelines and respond within 2 business days with an approved RMA or explanation of denial
  • Step 3 — If approved, you will receive an RMA number and return shipping instructions. RMA numbers are valid for 30 days from date of issue
  • Step 4 — Pack the product in its original manufacturer box with all components. Place inside an outer shipping box. Affix your RMA number on the outer box only — never write on the manufacturer's packaging
  • Step 5 — Ship the return freight prepaid to the address provided. PetroCore does not provide return shipping labels unless the return is due to a PetroCore fulfillment error. International returns must include all required customs documentation and be marked as "Return of U.S.-Origin Goods"
  • Step 6 — Upon receipt and inspection, credit or replacement will be processed within 5–10 business days for domestic returns. International returns may require up to 20 business days pending customs clearance

6. REFUNDS AND CREDITS

  • Credit Amount: Approved returns receive account credit or replacement at the lower of the original invoice price or current distributor cost at time of receipt
  • Cash Refunds: Issued only when PetroCore shipped the wrong product or product arrived carrier-damaged — must be reported within 5 business days of delivery
  • Restocking Fee: Up to 15% (capped at $200.00 per return event) for exception returns outside standard policy; no fee applies when the return is due to a PetroCore error
  • Distributor-Assessed Fees: Restocking or handling fees assessed by Ingram Micro, TD Synnex, D&H, Carahsoft, Arrow, or other distributors will be passed through to the customer
  • Software and Licenses: No refunds once a license key, activation code, or download link has been delivered — applies to all publishers and all license types
  • Government / PO Clients: Returns processed as credit memos per FAR/DFARS provisions and applicable contract terms
  • International Orders: Refunds on international orders are issued as account credit only. Currency conversion, wire transfer fees, and banking charges are the buyer's responsibility. No cash refunds on international transactions

7. SHIPPING DAMAGE

  • Refuse delivery if damage to outer packaging is visible at time of carrier delivery and document the refusal with the driver
  • If damage is discovered after delivery, photograph all damage (outer box and product) and contact PetroCore within 5 business days at orders@petrocoresupplysolutions.com
  • Retain all original packaging — carrier claims require original packaging to be intact
  • PetroCore will file the carrier claim and arrange replacement or credit upon resolution
  • For international shipments, damage claims must also be filed with the freight forwarder or international carrier — PetroCore will assist in coordinating the claim

8. MANUFACTURER WARRANTY

Most products carry a manufacturer's limited warranty extending beyond PetroCore's 30-day return window. After the return period, all product support and repair requests must go directly to the manufacturer. PetroCore will provide manufacturer contact information upon request and can assist in facilitating warranty claims as a courtesy service.

Extended warranty and service contracts (Dell ProSupport, HP Care Pack, Cisco SMARTnet, Fortinet FortiCare, APC Extended Warranty, and others) are available for purchase. Contact orders@petrocoresupplysolutions.com for a quote.

Note for international buyers: Manufacturer warranties may not extend to products exported outside the United States. International buyers are responsible for confirming warranty coverage in their region prior to purchase.

9. GOVERNMENT AND PUBLIC SECTOR ORDERS

PetroCore is an SBA-certified small business (UEI: ZBN9LUEEEYC6 | CAGE: 0WQS8) serving federal, state, and local government clients under all applicable procurement regulations.

  • Returns on government purchase orders must reference the original agency PO number and contract vehicle in all RMA correspondence
  • Credit memos are issued in accordance with FAR/DFARS provisions for government contract modifications
  • For orders placed under LPTA or firm-fixed-price solicitations, the solicitation's terms and conditions govern returns in conjunction with this policy
  • Agencies with active BPAs or task order agreements should reference their contract-specific terms, which supersede this general policy where applicable
  • SLED (state, local, and education) orders follow this general policy unless a cooperative contract vehicle specifies otherwise
  • Products sourced through Carahsoft or Arrow for government-specific contract vehicles may carry additional return restrictions as dictated by the manufacturer's government channel policy

10. INTERNATIONAL ORDERS

10.1 Scope

PetroCore accepts international orders on a quote basis from buyers in U.S. allied nations and select international markets including but not limited to: Canada, United Kingdom, European Union member states, United Arab Emirates, Nigeria, Ghana, Kenya, Côte d'Ivoire, South Africa, and other markets approved by PetroCore on a case-by-case basis. International orders are not available for self-checkout and must be initiated by contacting orders@petrocoresupplysolutions.com.

10.2 Export Compliance

All international orders are subject to U.S. export control laws including the Export Administration Regulations (EAR) and OFAC sanctions programs. PetroCore will not ship to OFAC-sanctioned countries or restricted end-users under any circumstances. Buyers are responsible for compliance with all import laws and regulations in the destination country.

10.3 International Return Terms

  • International returns are accepted within 30 days of confirmed delivery only with prior written RMA approval from PetroCore
  • The buyer is responsible for all return freight costs, customs duties, import taxes, and documentation for international returns
  • Products must be returned as "Return of U.S.-Origin Goods" with accurate customs declarations — misrepresentation of return shipments may result in denial of credit
  • International returns may take up to 20 business days to process upon receipt
  • All credits on international returns are issued as account credit in U.S. dollars — no cash refunds
  • Products subject to export restrictions may not be eligible for return to the U.S. depending on destination country — PetroCore will advise at time of RMA review

10.4 Duties, Taxes, and Customs

All import duties, VAT, customs fees, and local taxes applicable in the destination country are the sole responsibility of the buyer. PetroCore prices do not include international duties or taxes. Refused or abandoned international shipments due to customs issues will not be eligible for refund.

11. CANCELLATIONS

  • Orders may be cancelled at no charge before shipment confirmation
  • Once submitted to any distributor (Ingram Micro, TD Synnex, D&H, Carahsoft, Arrow, or other) for fulfillment, cancellations are at the distributor's discretion
  • Custom-configured, built-to-order, and special-order products cannot be cancelled once submitted — no exceptions
  • Software license and digital product orders cannot be cancelled once submitted for processing
  • International orders cannot be cancelled once the shipment has been tendered to the freight forwarder or international carrier

To request a cancellation, contact orders@petrocoresupplysolutions.com immediately with your order number.

12. CONTACT INFORMATION

PetroCore Supply Solutions, LLC
Returns & Orders: orders@petrocoresupplysolutions.com
Billing: billing@petrocoresupplysolutions.com
General: info@petrocoresupplysolutions.com
Phone: 301-520-1913
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM ET

This policy applies to all products sold through PetroCore Supply Solutions, LLC regardless of manufacturer, distributor, or geography. Manufacturer and distributor-specific restrictions may further limit return eligibility. PetroCore reserves the right to make final determinations on all return and refund requests. This policy is subject to change; the version in effect at the time of purchase governs your order.

PetroCore Supply Solutions, LLC | UEI: ZBN9LUEEEYC6 | CAGE: 0WQS8 | EIN: 33-2174743 | Lanham, MD