This policy is applicable only to sales of ATEN products as completed via our website, https://eshop.aten-usa.com, (each item purchased, a “Product”) and does not apply to any other sales of any other ATEN products.

30-Day Satisfaction Guarantee
You can return your Product for any reason (other than damage to the Product by any cause other than the actions of us or our shipper) for refund, credit or exchange, as detailed below, up to thirty (30) days from (unless otherwise noted) the date of delivery of the Product to your identified delivery location (as we confirm through our tracking number review). Proof of purchase from our website at https://eshop.aten-usa.com is required for all returns. All returns must be postmarked or documented as shipped to us within 30 days of the date of delivery as detailed above. Refunds applicable to Products are subject to a 15% restocking fee.

Refurbished Products – 15-Day Satisfaction Guarantee
ATEN sells some refurbished Products that are pre-owned and have been inspected, tested, and restored to full working condition. You can return your refurbished Product for any reason (other than damage to the Product by any cause other than the actions of us or our shipper) for refund, credit or exchange, as detailed below, up to fifteen (15) days from (unless otherwise noted) the date of delivery of the open-box Product to your identified delivery location (as we confirm through our tracking number review). Proof of purchase from our website at https://eshop.aten-usa.com is required for all returns. All returns must be postmarked or documented as shipped to us within 15 days of the date of delivery as detailed above.

Returns After Applicable Satisfaction Guarantee Period
Unless otherwise noted, Products may not be returned after the applicable 15- or 30-day satisfaction guarantee period except as expressly provided in our Limited Warranty Terms and Conditions.

Final Sale Products
Our 15- and 30-day satisfaction guarantees do not apply to any Products sold on an “AS IS” or “Final Sale” basis.  Products sold on a “Final Sale” or “AS IS” basis include: (i) special-order items; (ii) items sold with “Non-Cancellable” or “Non-Returnable” conditions, and (iii) any other items that we may designate as a “Final Sale” or “AS IS” sale from time to time.

Returns Process
If you need to return a Product, please first contact ATEN’s Support Department. You can also reach us via email at support@aten-usa.com or telephone at 949-428-1111 (or toll free at 888-999-2836 Ext 2) (a) to express your reason for returning the Product, (b) to obtain instructions and a Return Merchandise Authorization (“RMA”) number, and (c) to indicate whether you would like a refund, replacement product or a credit.

When returning a Product, you must—

• Ship the Product to us at the following address:

ATEN

Attn: Product Returns / RMA# ____________

15365 Barranca Pkwy, Irvine, CA 92618

• Ship the Product and all associated accessories to us in its original packaging (or in packaging that provides an equivalent degree of protection for the Product during shipment) within 15 or 30 days (as applicable) of delivery.
• Place your proof of purchase of the Product inside the packaging and clearly print the RMA number on the outside of the package; return requests that do not contain the required proof of purchase will not be processed.
• You will be responsible for the costs associated with shipping the Product to ATEN.

In addition, it is recommended that you use a trackable method of shipping the Product.

Refund, Credit or Exchange
After receiving and inspecting your returned Product and confirming the absence of damage (except for damage caused by the actions of us or our shipper for which we bear responsibility), we will process your return. Please allow at least 5 days from the receipt of your returned Product to process your return, and, if applicable, your credit or exchange.

• Any exchange will be for a substantially comparable replacement Product.
• Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company.
• Shipping fees are the responsibility of the customer and will not be refunded (unless the Product is defective).
• If you provide us with your email address, we will notify you by email when your return has been processed.

Defective Products
For purposes of this policy, a Product is considered to be defective if the Product you received is (a) not the Product you ordered, (b) damaged during manufacturing or shipping, or (c) determined by our Support Department (see “Assistance” below) to not work properly. A Product determined to be defective after the applicable 15- or 30-day satisfaction guarantee period but during the limited warranty period may be returned to us, if applicable, pursuant  to  our Limited Warranty Terms and Conditions.

Cancellation of Product Orders
Due to the speed by which we fulfill orders of Products, we are unable to cancel most Product orders. If your order has not shipped for 2 or more business days, however, you may contact ATEN’s Orders team, orders@aten-usa.com to determine whether we can accommodate a cancellation request.

Assistance
For assistance with returns of Products, please contact ATEN’s Support Department. You can also reach us via email at support@aten-usa.com  or telephone at  949-428-1111 (or toll free at 888-999-2836 Ext 2)

ATEN Return/Refund Policy FAQs.

1. What is the return policy for ATEN products purchased on https://eshop.aten-usa.com ?

You can return a product for any reason (except damage caused by you or anyone other than ATEN or our shipper) within 30 days from the delivery date, as confirmed by our tracking number. A proof of purchase from  https://eshop.aten-usa.com  is required, and the return must be postmarked within 30 days. Refunds are subject to a 15% restocking fee.

2. What is the return policy for refurbished ATEN products?

Refurbished products can be returned for any reason (except damage caused by you or anyone other than ATEN or our shipper) within 15 days from the delivery date, as confirmed by our tracking number.  A proof of purchase from https://eshop.aten-usa.com is required, and the return must be postmarked within 15 days.

3. Can I return a product after the satisfaction guarantee period?

Products cannot be returned after the 15- or 30-day satisfaction guarantee period unless covered under ATEN's Limited Warranty Terms and Conditions for defective products.

4. Are there products that cannot be returned?

Yes, products sold on an “AS IS” or “Final Sale” basis cannot be returned under the satisfaction guarantee. This includes special-order items, items marked “Non-Cancellable” or “Non-Returnable,” and any items designated as “Final Sale” or “AS IS.”

5. How do I start a return?

Contact ATEN’s Support Department via email at support@aten-usa.com , or phone at 949-428-1111 (or toll-free at 888-999-2836 Ext 2) or: 

• Explain your reason for the return.
• Obtain a Return Merchandise Authorization (RMA) number.
• Specify if you want a refund, replacement, or credit.

6. What are the requirements for returning a product?

To return a product:

• Ship it to: ATEN, Attn: Product Returns / RMA # [Your RMA Number], 15365 Barranca Pkwy, Irvine, CA 92618.
• Include the product and all accessories in the original (or equivalent) packaging.
• Place the proof of purchase inside the package and clearly write the RMA number on the outside.
• Ship within 15 or 30 days after delivery, depending on the product type.
• You are responsible for shipping costs, and we recommend using a trackable shipping method.

7. What happens after I return a product?

Once we receive and inspect the product to confirm it is undamaged (except for damage caused by ATEN or our shipper), we will process your return within at least 5 days. You will be notified by email if you provided an email address. Refunds may take 1-2 billing cycles to appear on your credit card statement.

8. Are shipping fees refunded?

No, shipping fees are not refunded unless the product is defective (as defined in the policy).

9. What are my options for a return?

You can choose a refund, a credit, or an exchange for a substantially comparable replacement product.

10. What if I receive a defective product?

If a product is defective after the 15- or 30-day satisfaction guarantee period but within the limited warranty period, you may return it under ATEN’s Limited Warranty Terms and Conditions.

11. Can I cancel an order?

Most orders cannot be canceled due to fast fulfillment. If your order has not shipped for 2 or more business days, contact ATEN Orders team at orders@aten-usa.com to check if cancellation is possible.

12. Who can I contact for help with returns?

For assistance, contact ATEN’s Support Department via email at  support@aten-usa.com, or phone at 949-428-1111 (or toll-free at 888-999-2836 Ext 2).

Last Updated 7/23/2025