Refund policy

Last Updated: August 13, 2026

Thank you for shopping at the ASUSTOR US Store.

This Refund Policy explains the conditions and procedures for cancellations, returns, refunds, exchanges, DOA (Dead on Arrival) claims, and warranty service for products purchased directly from the ASUSTOR US Store.

By placing an order through the ASUSTOR US Store, you acknowledge and agree to the terms of this Refund Policy.

1. Order Cancellation

Customers may request to cancel an order before the order has been processed for shipment.

To request a cancellation, please contact ASUSTOR Customer Service as soon as possible and provide your order number.

Once an order has entered the fulfillment process or has been shipped, it may no longer be possible to cancel the order. In such cases, the order may be subject to the applicable return procedure described below.

If an order has already been shipped, refusing delivery does not automatically constitute an approved return. Please contact ASUSTOR Customer Service for return instructions.

2. DOA / Initial Defect

Products that are defective or non-functional upon arrival may qualify for DOA service.

A DOA claim must be submitted within 30 calendar days from the invoice date.

For purposes of this policy, the invoice date means the date shown on the invoice issued by the ASUSTOR US Store for the applicable purchase.

Examples of conditions that may qualify for DOA service include:

  • The product does not power on or function as intended upon initial setup.
  • The product has a manufacturing defect that prevents normal operation.
  • The product is damaged or defective when received.
  • The wrong product was shipped by the ASUSTOR US Store.

ASUSTOR may require troubleshooting, photographs, videos, serial number information, or other information to verify the reported issue before authorizing a return.

After verification, ASUSTOR may, at its discretion and subject to applicable law and product availability, provide:

  • A replacement product;
  • A refund; or
  • Another appropriate resolution.

For an approved DOA claim, ASUSTOR will provide return instructions and, where applicable, a prepaid return shipping label.

DOA status is determined by ASUSTOR based on the reported issue, troubleshooting results, and inspection of the returned product when necessary.

3. Standard Returns / Change of Mind

Standard returns are separate from DOA and warranty service.

Examples of standard return requests may include:

  • The customer ordered the wrong model.
  • The customer no longer needs the product.
  • The customer selected a product that is not suitable for the customer's intended environment.
  • The product does not meet the customer's personal expectations.
  • Compatibility requirements were not confirmed before purchase.

A compatibility issue does not necessarily indicate that the product is defective.

For example, purchasing a NAS model that does not meet a customer's intended storage capacity, network requirements, HDD/SSD configuration, software requirements, or other system requirements does not by itself constitute a product defect.

Standard returns are subject to ASUSTOR's applicable return conditions, including product condition, packaging, accessories, and any applicable restocking fee.

ASUSTOR reserves the right to determine whether a returned product qualifies for a standard return based on the condition of the product and applicable law.

4. Return Conditions

For a standard return, the product should be returned in its original condition, including, where applicable:

  • Original packaging;
  • Accessories;
  • Cables;
  • Manuals and documentation;
  • Promotional items;
  • Included components; and
  • Other items originally supplied with the product.

Products that have been used, damaged, modified, or returned with missing components may be subject to a restocking fee or may not qualify for a standard return, subject to applicable law.

The product serial number must correspond to the product associated with the original purchase.

Products purchased as part of a bundle or promotional package may be required to be returned together with the applicable promotional items or bundled products.

5. Restocking Fee

For eligible standard returns, a restocking fee of up to 15% of the purchase price of the returned product may apply depending on the condition of the returned product.

The restocking fee may be assessed when a product has been opened, used, or returned with missing packaging, accessories, or other components.

No restocking fee will be charged for approved DOA claims or for returns resulting from an error attributable to ASUSTOR, subject to applicable law.

Restocking fees do not apply to any consumer rights that cannot legally be limited or waived under applicable law.

6. Return Shipping

For approved DOA claims or returns resulting from an error attributable to ASUSTOR, ASUSTOR will provide return shipping instructions and, where applicable, a prepaid return shipping label.

For standard returns, the customer is responsible for return shipping costs unless otherwise stated by ASUSTOR or required by applicable law.

Customers should not ship a product back to ASUSTOR without receiving return instructions or an authorized return/RMA number.

7. How to Request a Return

To request a return, please contact ASUSTOR Customer Service and provide:

  • Order number;
  • Invoice information;
  • Product name and model;
  • Product serial number;
  • Reason for the return;
  • Description of the issue, if applicable; and
  • Photos or videos, if requested by ASUSTOR.

ASUSTOR may provide troubleshooting instructions before approving a DOA or defective-product return.

If the return is approved, ASUSTOR will provide the applicable return instructions and, when required, a Return Merchandise Authorization (RMA) number.

Do not ship products to ASUSTOR without authorization.

Unauthorized returns may result in delays in processing or may be returned to the customer.

8. Product Inspection

Returned products may be inspected by ASUSTOR after receipt.

For DOA or defective-product claims, ASUSTOR may verify the reported problem before issuing a refund, replacement, or other resolution.

For standard returns, ASUSTOR may inspect the product's physical condition, packaging, accessories, serial number, and other included components.

The final refund or return determination will be made after the applicable inspection and verification process, subject to applicable law.

9. Refund Processing

Once an approved return has been received and inspected, ASUSTOR will process the applicable refund.

Inspection generally takes approximately 3–5 business days after the returned product is received.

Once a refund has been approved and processed, the refund is generally issued within 5–7 business days.

The time required for the refund to appear in the customer's account may vary depending on the payment provider, credit card issuer, bank, or other financial institution.

The refund will generally be issued to the original payment method used for the purchase.

10. Exchanges and Replacements

For approved DOA claims, defective products, damaged products, or incorrect products shipped by ASUSTOR, ASUSTOR may provide a replacement product where appropriate.

Replacement availability is subject to product availability.

If the original product is unavailable, ASUSTOR may provide another appropriate resolution, including a refund, subject to applicable law.

Standard returns are generally processed as returns and refunds rather than exchanges unless otherwise approved by ASUSTOR.

11. Warranty Service / Regular RMA

The 30-day DOA period described in this Refund Policy is not the product warranty period.

Products that require service after the applicable DOA period may still qualify for warranty service.

After the DOA period has expired, hardware defects or other covered issues may be handled through ASUSTOR's regular warranty RMA process.

Warranty service is subject to the applicable ASUSTOR product warranty, including:

  • Applicable warranty period;
  • Warranty coverage;
  • Warranty exclusions;
  • Proof of purchase requirements;
  • Product eligibility; and
  • Applicable RMA procedures.

Customers should refer to the applicable ASUSTOR Warranty Policy or contact ASUSTOR Customer Service for warranty service after the DOA period.

A product that is outside the DOA period is not automatically outside the applicable warranty period.

12. Data Backup and Removal

Before returning any ASUSTOR NAS or storage product, customers are solely responsible for backing up their data and removing personal, confidential, or other information from the product.

Customers should, where applicable:

  • Back up all data stored on the NAS;
  • Remove HDDs and SSDs unless ASUSTOR specifically instructs otherwise;
  • Remove USB storage devices and other external storage;
  • Remove personal accounts and credentials;
  • Sign out of applicable cloud services;
  • Remove or reset personal configurations; and
  • Perform an appropriate factory reset or data-erasure procedure where applicable.

ASUSTOR is not responsible for the loss, disclosure, recovery, or preservation of customer data contained on returned products or storage devices, to the extent permitted by applicable law.

Customers should retain their own backup copies before returning any product.

13. Products Purchased with Promotional Items

If a product was purchased together with a promotional item, free gift, discount, or other promotional benefit, ASUSTOR may require the applicable promotional item or benefit to be returned or otherwise accounted for when the qualifying product is returned.

Additional promotional terms may apply to specific offers.

14. Final Sale and Special Products

Certain products or promotional offers may be designated as Final Sale, Open Box, Refurbished, or otherwise subject to special return conditions.

Any applicable special return conditions will be disclosed at the time of purchase.

Nothing in this section limits any rights that cannot legally be excluded or waived under applicable law.

15. Non-Returnable Items

Certain products or items may not be eligible for standard returns where permitted by applicable law.

This may include products that:

  • Are specifically identified as Final Sale;
  • Have been modified or altered by the customer;
  • Have been damaged after delivery due to customer misuse or improper handling;
  • Are returned without required components or accessories; or
  • Are otherwise excluded under the applicable return terms.

This does not limit any consumer rights that cannot legally be excluded or waived.

16. Customer Responsibility

Customers are responsible for ensuring that the product selected is appropriate for their intended use before completing a purchase.

For NAS products, customers should review applicable product specifications, compatibility information, supported HDD/SSD lists, network requirements, software requirements, and other technical requirements before purchasing.

ASUSTOR Customer Service may assist customers with product selection and technical questions; however, the customer remains responsible for confirming that the selected product meets the customer's specific requirements.

17. Contact Us

If you have questions regarding a cancellation, return, refund, DOA claim, replacement, or warranty RMA, please contact ASUSTOR Customer Service.

Please include your order number and relevant product information so that we can assist you efficiently.

18. Applicable Law and Consumer Rights

This Refund Policy is intended to describe ASUSTOR's standard return and refund procedures.

Nothing in this Refund Policy is intended to exclude, restrict, or waive any consumer rights, remedies, warranties, or protections that cannot legally be excluded, restricted, or waived under applicable law.

Where applicable law provides consumers with rights that are more favorable than the terms stated in this policy, those legal rights will apply.

ASUSTOR reserves the right to update this Refund Policy from time to time. The version of the policy applicable to a purchase will be determined in accordance with applicable law.