Refund & Return Policy

Last Updated: 11/28/25

At Hyperstream Systems, we act as your partner in procuring and installing high-quality technology solutions. Because the majority of our systems are custom-designed and built-to-order, our return policies differ from standard retail environments.

Please review the guidelines below regarding returns, cancellations, and warranties.

1. Hardware Returns (Non-Defective)

If you wish to return hardware that was purchased but not yet installed, you may do so subject to the following conditions:

  • Timeframe: Returns must be requested within 30 days of the invoice date.
  • Condition: Items must be unopened, in their original factory-sealed packaging, with all accessories, manuals, and warranty cards included.
  • Restocking Fee: A restocking fee of 25% applies to all non-defective returns. This covers the costs imposed on us by our distributors and the administrative costs of processing the return.
  • Shipping: The client is responsible for all return shipping costs. Original shipping charges are non-refundable.

2. Non-Returnable Items

Certain items and services are ineligible for return or refund under any circumstances:

  • Labor & Services: Fees for consultation, design, engineering, programming, installation, and project management are non-refundable once the service has been performed.
  • Software & Licenses: Any software, firmware, or feature licenses (e.g., Zoom Room licenses, Crestron control licenses) cannot be returned once the license key has been issued.
  • Custom Orders: Equipment that was custom-built, painted, or modified to meet your specific project requirements (e.g., custom-length cables, painted speakers, motorized shades).
  • Open Box Items: Any electronic hardware that has been opened, used, or installed cannot be returned for a refund, as it can no longer be sold as “new.”

3. Defective Merchandise (DOA)

If hardware is found to be “Dead on Arrival” (DOA) or defective out of the box within 14 days of delivery:

  • Hyperstream Systems will exchange the unit for a new replacement at no cost to the client.
  • We handle the RMA (Return Merchandise Authorization) process with the manufacturer on your behalf.
  • Note: If the specific item is backordered or discontinued, we will provide an equivalent model or a store credit.

4. Project Cancellations

We understand that business needs change. If a project is cancelled after the agreement is signed:

  • Prior to Equipment Ordering: If the project is cancelled before equipment is ordered, a refund of the deposit will be issued, minus a cancellation fee to cover administrative time and any design work already completed.
  • After Equipment Ordering: If equipment has already been ordered or shipped to our warehouse, the client is responsible for all restocking fees (typically 25%) and return shipping costs required to return the gear to distributors.
  • Custom/Special Orders: The client is liable for 100% of the cost of any custom-ordered equipment that cannot be returned to the manufacturer.

5. Warranty Claims (Post-Installation)

After the 14-day DOA period, any hardware failures are covered under the Manufacturer’s Warranty.

  • Manufacturer Warranty: We will assist you in processing warranty claims with the manufacturer (e.g., Sony, Cisco, Crestron). The timeline for repair or replacement is determined solely by the manufacturer.
  • Workmanship Warranty: Hyperstream Systems provides a 90-day Workmanship Warranty on all installations. If a system fails due to loose cabling, improper termination, or mounting issues, we will return to the site to fix it at no charge. This does not cover equipment failure.

6. How to Request a Return

To initiate a return or report a defective item, please contact our support team:

  • Email: hyperstreamsystems@gmail.com
  • Phone: +1-951-446-3436

Please do not ship items back to our office without a valid RMA Number. Items received without an RMA number will be refused.