Refund policy

Last Updated: June 17, 2026

 

At RexTek, we stand behind our products. Please read this policy carefully before making a purchase. By purchasing from RexTek, you agree to the terms of this Refund & Return Policy.

 

OPEN BOX & REPURPOSED HARDWARE NOTICE

Important: RexTek products are built on professional-grade, open-box carrier hardware that has been repurposed, de-branded, and loaded with RexTek custom firmware. As such, units may exhibit minor cosmetic wear consistent with open-box inventory. This does not constitute a defect. Please review product descriptions carefully prior to purchasing.

 

RETURN ELIGIBILITY & WINDOW

Returns must be requested within 30 calendar days from the original order date. After 30 days, all sales are final. To be eligible for a return, items must meet the following conditions:

  • The item must be in its original condition: unused or minimally tested.
  • The item must be returned in adequate packaging to prevent damage in transit.
  • All original accessories and included items must be returned.
  • Device settings must be returned to factory defaults before shipping.

 

HOW TO INITIATE A RETURN (RMA PROCESS)

To initiate a return, exchange, or repair, you must first obtain a Return Merchandise Authorization (RMA) number. RMA requests cannot be made via social media or live chat. To request an RMA:

  1. Email rxtkshop@proton.me with your order number and reason for return.
  2. RexTek will review your request and respond within 1–2 business days.
  3. Upon approval, a prepaid return shipping label will be provided.
  4. Write your RMA number clearly on the outside of your return package.
  5. Ship your return within 7 days of receiving your RMA approval.

Note: RMA labels become null and void 7 days after issuance. All RMAs expire on the 30th calendar day from the original order date. Extensions may be granted upon request at RexTek's sole discretion.

 

REFUNDS

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be issued to the original payment method within 5–10 business days. Please note:

  • Shipping costs are non-refundable.
  • Refund processing times depend on your bank or payment provider and may take additional business days to reflect in your account.

 

RESTOCKING FEES

The following deductions may apply to returns:

  • Buyer's remorse (changed mind, no longer needed): 10% restocking fee.
  • Visible wear, moderate scratches or dents: up to 25% refurbishment deduction.
  • Severe damage, missing parts, or items that cannot be resold: up to 50% deduction.
  • Damaged due to improper return packaging: deduction based on extent of damage.

 

DEFECTIVE OR INCORRECT ITEMS

If your product arrives defective, is damaged in transit, or we shipped the wrong item, RexTek will cover return shipping costs and will repair, replace, or refund the product at no cost to you, provided the issue is reported within 30 days of the original order date.

To report a defective or incorrect item, email rxtkshop@proton.me with your order number, a description of the issue, and photos where applicable.

 

EXCHANGES

RexTek offers exchanges for eligible items within the 30-day return window. To request an exchange, follow the RMA process above and specify that you are requesting an exchange. Availability of replacement items is subject to current stock levels.

 

CANCELLATIONS

Orders may be cancelled without penalty within 24 hours of placement, provided the order has not yet shipped. To cancel an order, contact us immediately at rxtkshop@proton.me. If the order has already shipped, please refuse delivery to avoid additional fees. Shipping costs associated with shipped orders are non-refundable.

 

WARRANTY

RexTek provides a 1-year limited warranty on all Skywave series products from the date of original purchase, covering manufacturing defects in materials and workmanship under normal use conditions.

What is covered:

  • Manufacturing defects in the Skywave X62 modem/CPE unit only
  • Failure of the device under normal operating conditions
  • DOA (Dead on Arrival) units — must be reported within 30 days of purchase

What is NOT covered:

  • Physical damage caused by misuse, accidents, or improper installation
  • Water damage resulting from installation outside of IP65 rating guidelines
  • Damage caused by use of non-approved power sources or accessories
  • Cosmetic wear consistent with open-box hardware
  • Any defect or damage resulting from carrier network changes or incompatibilities
  • Included accessories such as the PoE injector, Ethernet cable, mounting hardware, and any other items bundled with the product — customers are responsible for sourcing replacement accessories independently

WARRANTY VOID CONDITIONS:

The warranty is immediately and permanently void if:

  • Any modification is made to the device hardware, including physical alterations, component replacements, or tampering with internal components
  • Any third-party, unauthorized, or custom firmware is flashed or installed, replacing or overriding RexTek's official firmware
  • The device serial number or any identifying markings are removed or altered
  • The device is opened or repaired by any party other than RexTek or an authorized service provider

To claim warranty: Email rxtkshop@proton.me with your order number, description of the issue, and photos of the defect. RexTek will respond within 1–2 business days.

This warranty gives you specific legal rights. You may also have other rights under applicable consumer protection laws of your state.

 

FINAL SALE ITEMS

Items marked as Final Sale or Closeout at the time of purchase are eligible for exchange or upgrade only. No refunds will be issued on Final Sale items.

 

CHARGEBACKS

RexTek takes unauthorized chargebacks seriously. We strongly encourage customers to contact us at rxtkshop@proton.me before initiating a chargeback, as we are always willing to work to resolve any issue. In the event of a chargeback, all relevant order documentation will be submitted to the card issuer to support our case.

 

CONTACT US — RETURNS & REFUNDS

  • Email: rxtkshop@proton.me
  • Website: rextek.co

Nothing in this policy limits your rights under applicable consumer protection laws.