Return Policy

Last Updated: April 14, 2026

At HI-GAIN, we want you to be fully satisfied with every product you purchase. Because networking equipment is often mission-critical and needs to reach customers in perfect factory-sealed condition, we operate a strict but fair 24-hour return policy on unused items. This page explains exactly how returns work, what qualifies, and how to contact us.

1. Return Window

Products may be returned within 24 hours of delivery or in-store pickup. The 24-hour window starts when you physically receive the product, whether at our warehouse counter or at your delivery address. Requests received after this window cannot be accepted for refund or exchange.

2. Eligibility — Product Must Be Untouched

To qualify for a return, the product must meet all of the following conditions:

• Unused and untouched — no signs of power-on, configuration, or installation
• Original packaging intact — factory seal unbroken where applicable, box undamaged
• All accessories present — PoE injectors, power supplies, mounting brackets, cables, manuals, warranty cards, and any included documentation
• No physical damage — no scratches, dents, or markings from handling
• No software activation — RouterOS licenses, UniFi controller subscriptions, or any cloud-activated services must not have been registered to a MAC address or account

Any product that has been powered on, configured, mounted, or registered is considered used and is not eligible for return. This policy protects all our customers by guaranteeing that every item HI-GAIN sells as new is truly new.

3. How to Return a Product

The process is designed to be quick and informal:

• Step 1 — Contact us first. Before traveling to our warehouse, send a WhatsApp message to +961 70 525 258 explaining which product you wish to return and why. This lets us confirm eligibility and reserve time for you.
• Step 2 — Visit our warehouse. Bring the product, all original accessories, the original packaging, and your proof of purchase (invoice or order number) to:
  HI-GAIN Warehouse
  Dora, Maguie Elhajj Street
  Yerevan Plaza Center
  Beirut, Lebanon
  View on Google Maps
• Step 3 — On-the-spot inspection. Our team verifies the product matches the eligibility criteria above. This typically takes 5–10 minutes.
• Step 4 — Refund or exchange. Once verified, you can choose between an immediate exchange for another in-stock product of equivalent value, or a refund to your original payment method.

4. Refund Process

Approved refunds are processed the same day:

• Cash purchases: Refunded in cash on the spot
• Card purchases: Refunded to the original card — appears in your account within 5–10 business days depending on your bank
• Bank transfer purchases: Refunded to the originating bank account within 2–3 business days
• Exchange credit: Applied immediately if you prefer a different product

5. Return Shipping Costs

Returns are free — there is no return fee because the customer brings the product in person. We do not offer return-by-mail service for regular returns. If you cannot come to our warehouse in person within the 24-hour window, contact us on WhatsApp as early as possible and we will do our best to accommodate.

6. Exclusions (Non-Returnable Items)

The following cannot be returned under any circumstances:

• Products that have been powered on, configured, installed, or mounted
• Activated software licenses, RouterOS level upgrades, UniFi cloud credits
• Custom-configured solutions or pre-provisioned devices prepared specifically for your project
• Products purchased on clearance, final sale, or with "as-is" wording
• SFP modules, fiber patchcords, and cables whose factory packaging has been opened
• Bulk orders delivered to ISP or enterprise projects under a signed sales contract (governed by the terms of that contract)

7. Defective Products & Warranty

This Return Policy covers unused products within 24 hours. For products that are defective out-of-the-box, discovered after installation, or fail within the manufacturer warranty period, a separate warranty process applies. HI-GAIN handles all manufacturer warranty claims locally in Lebanon, so you do not need to ship defective units abroad. Contact us on WhatsApp +961 70 525 258 to open a warranty case.

8. Orders Delivered Outside Beirut

If your order was shipped to a location outside Beirut and you need to return within the 24-hour window, contact us on WhatsApp immediately. Depending on the situation, we can arrange pickup via courier or schedule a visit with our delivery team on their next run. Any pickup fees will be discussed case-by-case before the return is approved.

9. Changes to This Policy

We may update this Return Policy from time to time. Any updates apply only to purchases made after the "Last Updated" date above. Your past purchases remain governed by the policy in effect on the day of sale.

10. Contact Us

For any question about a return, warranty claim, or product inspection:

• WhatsApp (fastest): +961 70 525 258
• Phone: +961 3 337 666
• Email: joseph@hi-gain.net
• Warehouse hours: Monday–Friday 09:00–18:00, Saturday 09:00–14:00
• Address: Dora, Maguie Elhajj Street, Yerevan Plaza Center, Beirut, Lebanon