Returning DataPilot purchased on Susteen Website
Customer satisfaction is very important to us. Our guarantee provides you with a full refund, credit or exchange when you return your purchase within 30 days.
For a full refund DataPilot Software must be returned within 30 days of purchase in original, unopened packaging. NOTE: Shipping charges are not subject for refunds.
All downloadable returns are subject to a processing fee of $9.95 regardless of the reason for return.
Susteen Inc. will gladly issue a refund, credit or exchange for merchandise that is returned within 30 days of purchase (1) if our software does not perform as advertised, (2) is not compatible with your system or (3) you received the wrong product. Credit will be issued in the same form as the original payment. For credit cards, please allow two billing cycles for credit to appear on your statement. We will issue a full refund for the price of any item you return that meets these conditions. We will not refund shipping costs unless the wrong product was shipped as a result of our error.
To Return Merchandise, simply provide us with some information and we will create a label with the appropriate information for you to return your merchandise. See sample below. Make sure that your Order Number and Authorization Code are correct because we will get your shipping information based on these numbers.
Susteen Inc. must verify based on your authorization code that you purchased the product within 30 days. Once we can verify that the product was purchased within 30 days we will issue a RMA Number on the label we create for you which must be placed on the outside of your package.
Any product received by Susteen without a RMA number will be refused. Insufficient information will possibly delay the process or even result in incorrect processing.
It is important that you indicate the reason for your return or exchange, and list the items that you are returning when asked on the following page. Include this form inside the package you are returning. Fix the return label to the outside of the package. For your protection, we recommend that you return product using an insured method of shipping. Susteen, Inc. is not liable for lost packages.
Returning DataPilot Downloaded from our website or SkyMall orders
To return electronically downloaded software purchased directly from our website within the last 30 days or if you placed a SkyMall order that you would like to return, please contact our Customer Support either by phone or email.
Phone: 949-341-0007
E-mail: customerservice@susteen.com
A Letter of Software Destruction (LOD) will be emailed to you. The LOD is a one page contract which asks you to give up your rights to the downloaded purchase. It is required that you complete and submit an LOD for the return of any downloadable items, regardless of whether you ever successfully downloaded or installed the product.
The LOD must be returned to Susteen within 30 days from the day it was received in order to receive credit. If the LOD is not received within 30 days, you will not be able to return the software for credit. When we receive the LOD, we will process your refund minus processing fees. You will be refunded by the same method as your original payment. We will process your credit within 5 to 7 business days after receiving the LOD.
All downloadable returns are subject to a processing fee of $9.95 regardless of the reason for return.
On the LOD you will need to provide us with the following information in writing:
- Your Order Number (5 digits in red on your invoice)
- Authorization Code (12 digit number which verifies that you paid for the software) - not necessary for Skymall orders
- Your Full Name
- Your email address and phone number
- Version of DataPilot
- Product Registration Code
- The reason for the return
Returning DataPilot for Canada purchased from Susteen's website
Susteen will refund only the price of goods purchased from our website. Susteen shall not refund shipping and
handling fees, as well as any Canadian taxes, including but not limited to
"Goods and Services Tax (GST)", "Harmonized Sales Taxes (HST)", "Provincial
Sales Tax (PST)", and Customs Brokers Fee (UPS)".
Returning DataPilot Corporate/DataPilot Transfer Center
Suteen carries a "no-refund" policy of the Corporate products, including DataPilot Corporate, DataPilot Transfer Center (DTC) Pay-Per-Transfer and DTC Unlimited Licensing.
Licensing returns for the corporate products shall be honored within 30 days of the purchase for the following reasons:
- Error made on the purchase order (incorrect quantity ordered, wrong OS)
- Error made in the order processing (wrong products shipped)
- Failure to correct a critical software error* within 10 working days
Note: "Critical error" means an error that causes the Product not to operate in material accordance with the Licensee's computer product and causes the end-users data to be lost or destroyed or prevents the Product from being installed and executed in a properly configured environment.
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