Return & Refund Policy
At Fiber Now, we aim to provide reliable fiber-optic products and a satisfactory shopping experience. This Return & Refund Policy explains the conditions under which customers may request returns, replacements, or refunds for purchases made through https://fibernow.kolent.com/.
By placing an order, you acknowledge this policy, subject to your rights under applicable law.
1. Return Eligibility
Customers may request a return if a product meets the applicable return conditions outlined in this policy.
To be eligible for a return, products should generally:
- Be unused and in their original condition.
- Include the original packaging and any supplied accessories.
- Be accompanied by the relevant order number or proof of purchase.
- Be reported within the applicable return period communicated by Fiber Now.
Some products may be subject to additional conditions because of their technical specifications, customization, or manufacturing requirements.
All return requests are subject to review and applicable consumer protection laws.
2. Damaged, Defective, or Incorrect Products
If you receive a product that is damaged, defective, or different from the specifications confirmed in your order, please contact us as soon as possible after delivery.
When submitting a request, please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the product and packaging, where relevant.
- Any supporting information needed to identify the issue.
After reviewing the request, we may offer an appropriate solution, which could include a replacement, repair, refund, or another remedy required by applicable law.
Products may need to be inspected or returned before a final decision can be made.
3. Customized and Made-to-Order Products
Fiber Now supplies customized fiber-optic products, including pre-terminated fiber assemblies and products manufactured or configured to specific customer requirements.
Customers are responsible for reviewing and confirming their selected specifications before placing an order, including:
- Cable length and type.
- Fiber mode and technical specifications.
- Connector type and polish.
- Connector configuration and compatibility.
- Quantity and other customization requirements.
Because customized products may be produced specifically for an individual order, returns for reasons such as a change of mind or incorrect customer-selected specifications may be restricted once production has begun, subject to applicable law.
This restriction does not remove any applicable rights relating to defective, damaged, misdescribed, or incorrectly supplied products.
Please contact us before returning any customized product.
4. Bulk and Business Orders
Bulk orders, project-specific purchases, and specially quoted orders may be subject to additional return and refund conditions.
Where applicable, these conditions will be communicated in the quotation, order confirmation, or separate written agreement.
Customers should carefully review the product specifications, quantities, pricing, and delivery arrangements before confirming bulk orders.
Any special return restrictions must be consistent with the agreed terms and applicable law.
5. Non-Returnable Items
Subject to applicable law, certain products may not be eligible for return for reasons unrelated to a product defect or our failure to fulfil the order correctly. These may include:
- Customized or specially manufactured cable assemblies.
- Products configured to specific technical requirements.
- Products that have been installed, modified, or used in a manner that prevents proper inspection or resale.
- Products damaged through improper handling, installation, or storage after delivery.
- Products returned without the required authorization, where authorization is reasonably necessary for processing the return.
These exclusions do not apply where a return, replacement, refund, or other remedy is required by applicable law.
6. Return Request Process
To initiate a return, contact our customer support team before sending the product back.
Please provide:
- Your name and contact details.
- Your order number.
- The product name and quantity.
- The reason for the return.
- Photographs or other supporting information, if applicable.
Our team will review the request and provide return instructions where the return is approved.
Please do not send products to an address that has not been confirmed by our team.
7. Return Shipping Costs
Responsibility for return shipping costs will depend on the reason for the return and applicable law.
- Incorrect, damaged, or defective products: Fiber Now will determine the appropriate shipping arrangement in accordance with applicable law and the circumstances of the order.
- Change-of-mind returns: Customers may be responsible for return shipping costs where the return is permitted and this responsibility was properly disclosed.
- Custom or bulk orders: Any specific shipping arrangements will be governed by the applicable written agreement, subject to applicable law.
Please contact us before arranging a return shipment.
8. Refund Eligibility
Refunds may be available in circumstances such as:
- An order is cancelled by Fiber Now after payment has been received.
- A return is approved under this policy.
- A product is defective, damaged, incorrectly supplied, or materially inconsistent with the confirmed order.
- An order cannot be fulfilled.
- A refund or other remedy is required by applicable law.
Refund eligibility will be assessed based on the circumstances of the order, the applicable policy, and any mandatory legal rights.
9. Refund Processing
Once a refund is approved, it will generally be issued to the original payment method wherever possible.
The time required for the refund to appear in your account may depend on the payment provider, bank, or financial institution.
We will communicate any relevant refund confirmation or additional information where appropriate.
Where an order was paid for through a third-party payment provider, the provider’s processing procedures may also affect the time taken to receive the funds.
10. Partial Refunds and Deductions
Where permitted by applicable law and disclosed terms, a partial refund may be considered when only part of an order is eligible for a refund or when a permitted deduction applies.
Any deduction must have a valid basis under the applicable policy and law.
We will communicate the applicable refund amount and the reason for any deduction where required.
11. Exchanges and Replacements
If a product is defective, damaged, incorrectly supplied, or does not match the confirmed order specifications, we may arrange a replacement or another appropriate remedy.
Replacement products will be subject to availability and any necessary technical verification.
For customized fiber-optic products, replacement arrangements may require confirmation of the original specifications and inspection of the affected product.
Nothing in this section limits any remedy required by applicable law.
12. Order Cancellation and Refunds
If you wish to cancel an order before it has been processed or dispatched, please contact us as soon as possible.
Cancellation requests are subject to the order status and our Cancellation Policy.
If an order is successfully cancelled and a refund is due, the refund will be processed according to the applicable refund procedure.
Orders already in production or dispatched may be subject to additional restrictions, particularly for customized products, subject to applicable law.
Please review our Cancellation Policy for more information.
13. Incorrect Shipping Information and Failed Deliveries
Customers are responsible for providing accurate shipping information when placing an order.
If a shipment is delayed, returned, or undeliverable because of incorrect or incomplete information supplied by the customer, please contact us to discuss the available options.
Any additional shipping costs, refunds, or reshipment arrangements will be assessed according to the circumstances, the applicable order terms, and applicable law.
14. Warranty Claims
Certain products may be covered by a separate manufacturer or Fiber Now warranty.
Warranty claims are subject to the relevant warranty terms, including any applicable coverage period and product inspection requirements.
Damage resulting from improper installation, unauthorized modification, misuse, or use outside specified operating conditions may not be covered unless otherwise required by law.
Please contact us with your order details and a description of the issue so that we can help determine the appropriate next steps.
15. Contact Information
For return requests, refund enquiries, replacement requests, or questions about this policy, please contact us:
Business Name: Fiber Now
Email: jromeo@fiber-now.com
Phone: 754-457-9361
Website: https://fibernow.kolent.com/
Please include your order number and relevant product details to help us review your request efficiently.
16. Changes to This Policy
Fiber Now may update this Return & Refund Policy from time to time to reflect changes in our products, business operations, or legal requirements.
Revisions will be published on this page with an updated effective date. Changes will not remove rights that customers have already acquired under applicable law.
17. Our Commitment
We aim to handle return, replacement, and refund requests fairly and transparently. If you experience a problem with your order, please contact our team so that we can review the situation and identify an appropriate solution.
Thank you for choosing Fiber Now for your fiber-optic networking needs.