Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Return Eligibility
To be eligible for a return, your item must be returned in the same condition in which it was received, including all included accessories, chargers, storage media, and packaging materials. Devices must not show signs of misuse, intentional damage, excessive wear beyond normal inspection/use, or unauthorized modification.
Returns may be denied or subject to partial refund if the device is returned damaged, altered, missing components, improperly packaged, or modified from its original shipped configuration.
To start a return, you can contact us at contact@esradevice.com.
If your return is accepted, we will provide instructions on how and where to send your package. Items returned without first requesting authorization will not be accepted.
Unless the item arrived damaged, defective, or incorrect due to an error on our part, customers are responsible for all return shipping costs.
Non-defective returns, buyer’s remorse returns, refused deliveries, canceled pre-orders already in processing, or returns requested after device preparation has begun may be subject to a 30% restocking fee. Restocking fees help cover inspection, testing, secure data wiping, system reimaging, refurbishment, repackaging, payment processing, and operational costs associated with returned systems.
You can always contact us for any return-related questions at contact@esradevice.com.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged during shipping, or if you received the wrong item so we can evaluate the issue and make it right.
ESRA systems are built using professionally refurbished rugged laptops. Due to the nature of refurbished and previously deployed hardware, devices may show cosmetic signs of prior use including scratches, scuffs, worn surfaces, sticker residue, or other minor cosmetic imperfections. These conditions are considered normal and do not affect the intended functionality or operation of the device. Cosmetic wear consistent with refurbished hardware does not qualify as grounds for a refund, return, or exchange. Each system is individually inspected, tested, and verified to be fully functional prior to shipment.
Users are free to customize or modify their device; however, ESRA is not responsible for software instability, hardware damage, configuration issues, or loss of functionality resulting from user modifications, deleted files, altered system settings, installed software, operating system changes, or hardware alterations performed after delivery.
Devices requiring restoration or repair due to user-caused modifications may need to be returned for service. In such cases, the system may be fully wiped, reimaged, and restored to its original ESRA configuration, and applicable repair, labor, shipping, and service fees may apply.
Devices returned with altered operating systems, deleted ESRA software components, corrupted system files, BIOS modifications, unsupported software installations, or hardware alterations may be subject to inspection, restoration, repair, and reimaging fees prior to refund eligibility. ESRA reserves the right to deduct applicable restoration or repair costs from approved refunds where necessary.
Non-Returnable Items
Custom-configured systems, personalized orders, digital content, software-related services, and clearance or discounted items may not be eligible for return. Please contact us prior to purchase if you have questions regarding a specific configuration or product.
Exchanges
The fastest way to receive a replacement or different configuration is to return the original item (if eligible) and place a separate order for the new item once the return has been approved.
Refunds
We will notify you once your return has been received and inspected and inform you whether your refund has been approved.
If approved, refunds will be issued to your original payment method within 10 business days. Please note that processing times may vary depending on your bank or payment provider.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at contact@esradevice.com.