Refund policy

New Product Return:

Unopened, NEW product return requests need to be received by GSS within 25 days of the delivery date. To receive full credit, those items need to be returned to GSS within 5 business days of the RMA being issued.

Items MUST BE unopened, unused and in the same condition as when they left the warehouse (no writing on box or box damage) in order to be accepted for return.

Requests to return items older than 30 days will be fully at the discretion of GSS, item warranties & Manufacturer policies, and are subject to a 20% restocking fee if accepted.

Please contact the GSS RMA Department at RMA@gssdvr.com with the following
information to start an RMA:

  • Company Name
  • Date of Purchase
  • Invoice #
  • Reason for Return
  • GSS salesperson
  • please add or CC any other relevant email addresses from your company that
    you would like included on return correspondence.

Defective Products*:

If you’re having trouble with a device, please contact GSS’s Free Tech-support by filling out RMA form on https://gsssupport.freshdesk.com/support/tickets/new , emailing support@gssdvr.com or by calling (703) 222-4666 ext 109 between 9:30 A.M. and 5:30 P.M. EST, Monday through Friday

To start an RMA please email the RMA department (rma@gssdvr.com) with the following information:

  • Model and Serial numbers
  • Issues
  • What has been done to trouble shoot
  • Invoice number

*ALL ITEMS MUST HAVE AN RMA NUMBER ISSUED TO THEM, prior to return to GSS. Any items sent to GSS without an RMA number will be rejected and returned to the shipper.

Defective item RMA protocol:
Item is defective within 30 days of delivery (DOA): Reach out to RMA at rma@gssdvr.com to start the RMA process. GSS will issue replacement product or credit upon receipt of the defective product.

Item is defective after 30 days of delivery date: Contact GSS RMA Department. The item will be repaired/replaced/refunded according to the Manufacturers warranties. Please allow about 3-4 weeks from RMA initiation to completion. Some items will take less time and some may take longer depending on Manufacturer availability.

*Any product received by GSS/Manufacturer that is determined to be functioning according to manufacturer guidelines, will be returned to customer at the cost of the customer. Any items determined to be damaged by customer (including but not limited to: customer error, neglect, act of nature or force) or the manufacturer is found to be not at fault, any fees accrued will be charged back to the customer. In the event that an advanced replacement is sent, the full cost of the replacement device will be charged to the customer.