RMA Policy

Please submit RMA request to BlueStar Customer Service

April 2025

BlueStar Return Policy

BlueStar is committed to providing excellent RMA service to our customers. This document outlines the merchandise return policy in detail. For any additional inquiries or specific requests, please contact your Sales Account Manager or to our Customer Service Team.

Return Request Policy / Authorization.

The Bluestar Return Policy allows all customers to request an RMA number for equipment returns within 30 days from the Date of Invoice / Shipment from BlueStar.

Once the RMA is authorised and the RMA number is issued, the returned goods must be received by BlueStar within 30 days of the RMA issue date.

A restocking fee of 5% (with a minimum of €50 fee charge) may apply.

PRODUCTS BLUESTAR WILL NOT ACCEPT FOR RETURN:

• Products that have been opened, used or tested.
• Products sold for Test or Demo purposes.
• Spare parts, Consumables, and Thermal Printheads.
• Custom products of any type.
• Software licenses or service contracts.
• Products defined by BlueStar and/or manufacturer as specifically Non-Cancellable / Non-Returnable.
• Products with missing, damaged, or defaced original packaging (e.g., writing or markings on the box).
• Products that are incomplete (e.g., missing accessories, manuals, or other original components).
• Products not purchased from BlueStar.
• Products purchased more than 30 days ago.
• Products returned without authorized RMA.
• RMAs that are older than 30 days from the issue date.
• Special Orders, custom configurations, discontinued, obsolete or personalized products.
• Products with serial numbers that do not match the referenced invoice.
• Devices with pre-installed software licenses that have been activated and/or configured, or products shipped with settings other than factory defaults (including configurations requested by the reseller).

REQUEST OF RMA:

To ensure a smooth and efficient return process, please follow the steps below when requesting and preparing an RMA:

• Submit an RMA request referencing the original purchase information (see “Request for RMA” form).
• Upon receiving order confirmation and RMA approval, prepare the shipment accordingly.
• Package the return in an outer shipping box. Do not write the RMA number directly on the original product packaging.
• Clearly indicate the RMA number on the shipping label or address slip.
• Attach a copy of the RMA Notification to the outside of the box. If shipping from a non-EU country, include a Commercial Invoice.
• Multiple RMAs may be consolidated in one shipment. Ensure a copy of each RMA Notification or International Return Customs Commercial Invoice is included for each item.
• Only return items with a valid RMA number. Products returned without proper authorization or outside the allowed timeframe will be refused.
• The customer is responsible for all shipping costs associated with returning the goods to BlueStar, except in the confirmed cases caused by a Bluestar error.

CUSTOMER RESPONSIBILITIES:

• Allow BlueStar up to 24 hours to internally evaluate and process the RMA request.
• If necessary, allow up to 48 hours for BlueStar to coordinate with the vendor for further evaluation.
• Ensure all product details (e.g., item numbers) are accurately listed on the RMA application form.
• Confirm that all products are returned in their original manufacturer packaging.
• If any product is delivered damaged, missing accessories, or with packaging issues, this must be reported immediately upon receipt by submitting a BlueStar Logistics Claim, in accordance with the standard Sales Terms & Conditions Policy.