Returns & RMA Policy
Returns & RMA Policy — ICD
Effective date: April 21, 2026
At ICD, we stand behind every server, component, and accessory we ship. This Returns and RMA Policy describes when, how, and in what timeframe you can return items. Read together with our Refund Policy, Warranty Policy, and Cancellation Policy.
Return Window
- 30 days from delivery on all refurbished and new items
- 14 days statutory right under Egyptian Consumer Protection Law No. 181 of 2018 — we honour and extend beyond this
- 7 days for DOA (Dead on Arrival) — expedited replacement
- Custom CTO configurations — non-returnable once build has started
Restocking Fees
| Situation | Fee |
|---|---|
| DOA (hardware defect on arrival) | 0% — FREE |
| Wrong item shipped (our error) | 0% — FREE |
| Condition downgrade (delivered worse than described) | 0% — FREE |
| Customer change of mind, unopened | 10% |
| Customer change of mind, opened but undamaged | 15% |
| Custom CTO configurations | Non-returnable |
| Software licences after activation key release | Non-returnable |
RMA Process — Step by Step
- Inspect within 48 hours of delivery. Document any damage with photos immediately upon receipt.
- Contact ICD via email [email protected] (subject: RMA) or WhatsApp +20 104 022 2214.
- Include in your request: invoice number, item description, serial number, issue description, photos or video evidence.
- Receive RMA number within 24 business hours.
- Return must arrive within 20 days of RMA issuance. Shipments without an RMA number on the packing list may be refused at receiving.
- Ship to our Cairo facility: 22 Street 299, Maadi, Cairo, Egypt. International customers may use Aramex collection.
- Inspection at ICD within 3 business days of receipt. Outcome communicated by email.
- Refund or replacement processed within 14 days of receipt and verification.
Return Shipping Responsibility
| Return Reason | Return Freight | Insurance |
|---|---|---|
| DOA | ICD pays | ICD arranges |
| Wrong item shipped (ICD error) | ICD pays | ICD arranges |
| Material misdescription | ICD pays | ICD arranges |
| Warranty claim within warranty period | ICD pays | ICD arranges |
| Change of mind | Customer pays | Customer responsibility |
| Compatibility issue (customer spec error) | Customer pays | Customer responsibility |
Condition Requirements for Returned Items
- Original packaging, accessories, cables, and documentation included
- OEM seals on activation-locked software (Microsoft, VMware, Red Hat) must be intact for full refund
- Serial number must match invoice — tamper indicators voided = return refused
- No physical damage beyond declared condition at receipt
- Data-bearing devices (HDDs, SSDs) customer-wiped, OR customer authorises ICD Data Shield destruction on receipt
Exclusions — Items Not Returnable
- Custom CTO servers and configurations built per customer specification
- Software licences once activation keys have been released to customer
- Items damaged by customer (physical, liquid, mishandling, improper install)
- Items with OEM warranty voided by customer (unauthorised firmware modification)
- Consumable supplies (batteries beyond 30 days, thermal paste, screws, labels)
- Items returned after the 30-day window without prior written authorisation
DOA Expedited Replacement
For Dead-on-Arrival items, ICD offers advance replacement on verified reports:
- Report DOA within 7 days of delivery
- Supply photos or video showing defect
- Replacement ships within 2-3 business days
- Original DOA item returned within 20 days
- For TPM (ICD Care+) contract customers, advance replacement is included per SLA
Data Destruction on Returned Drives
Returned data-bearing devices (HDDs, SSDs, NVMe, BOSS cards) are subject to ICD Data Shield Level 1 destruction (NIST 800-88 Purge via Blancco) at no extra cost. Certificates of destruction are issued on request. For higher-tier destruction, see Data Shield Levels 2 and 3.
Refund Timeline
Once a return is received and inspected:
- DOA or ICD-error: refund initiated within 3 business days
- Change-of-mind: refund initiated within 14 business days (after restocking check)
- Bank processing: additional 7-14 business days for card refunds, 3-7 for wire refunds
Full refund rules: Refund Policy.
Warranty Repair vs Return
For items within warranty but functional defects arising after installation:
- Email [email protected] with warranty claim details
- ICD evaluates under Warranty Policy — repair, replacement, or refund decision within 5 business days
- Repair turnaround typically 10-15 business days
International Returns
For shipments returned from outside Egypt:
- Use Aramex or DHL collection with ICD account number provided at RMA issuance
- Declare as “Warranty return — no commercial value” to avoid customs duty on re-import
- Include ICD RMA number on commercial invoice, packing list, and waybill
- Transit insurance recommended for items above USD 500 — ICD arranges on request
Disputes
If you disagree with an RMA outcome, escalate to [email protected] (subject: RMA dispute). Disputes are reviewed by senior sales leadership within 5 business days. Unresolved disputes follow Section 17 of our Terms and Conditions.
Contact
- RMA requests: [email protected] (subject: RMA)
- WhatsApp: +20 104 022 2214
- Phone: +202 27052005 (business hours, GMT+2)
- Returns address: ICD, 22 Street 299, Maadi, Cairo, Egypt