Returns and Cancellation Policy

C-COR Broadband Australia Pty Ltd

Except as required by law, C-COR shall be under no obligation to accept Products/Materials returned by Customer and will only do so on a case by case basis.

Products/Material must not be returned to C-COR without prior written authorization.

Customer must contact C-COR to obtain a (RMA number) Return Material Authorisation number and return the Material to the location designated by C-COR, with all transportation charges including all other related charges and costs paid by Customer. Any Material returned to C-COR without proper authorization will be returned to Customer at Customer expense.

To obtain an RMA number

To arrange an RMA number please contact our customer support team using

Please ensure that you provide details of each item/product to be returned;

  • Model number,
  • Part number,
  • Serial number
  • Purchase Order number or Invoice number.
  • A summary of why the product is being returned describing the problem that has been encountered, and any information that may assist in reproducing the problem.
  • Always ensure that you provide your name and Telephone contact details in addition to your Shipping Address details.

Once this information is received, C-COR will establish the Warranty and Support Status/eligibility of the product. Once confirmed, C-COR will Email you the necessary RMA paperwork.

Return Process

Once you have received the RMA documentation by Email, please print the documents for your records and for inclusion in the return shipment.

The RMA number must be clearly marked on the outside of the package. This will expedite and ensure processing of the return upon its arrival at the C-COR repair centre.

The returned product must be returned in original packaging, or charges may apply. Please follow the return packaging instructions provided by C-COR. Any damage incurred due to improper packaging shall be customer’s responsibility.

A packing slip clearly referencing the RMA number and listing the individual items returned must accompany the return. C-COR may refuse shipment if this documentation is not provided.

Customer is responsible for all return shipping costs (except Out-of-Box Failures), unless otherwise approved. Return all shipments freight prepaid via your preferred carrier. Freight damage incurred is the responsibility of the customer.

All returned material must be complete and in original packaging for a full credit. C-COR reserves the right to withhold issuance of credit to customer until returned product is inspected for damage, missing components, quantity discrepancies, or unauthorized returns. Inspection of returned material shall be completed within two weeks.

Once received, our service technicians will ascertain the fault and context of the damage and the warranty or support status of the product.

The product may be sent to the Repair Centre team to repair the defect. If necessary the product may be returned to the principal vendor for repair or replacement. The principal vendor will determine whether or not the product qualifies for repair or replacement.

If a product defect is confirmed, C-COR may repair or replace the item, at its absolute discretion, with another of the same (free of any defect), or will issue a credit note. For out of warranty/out of support items or damaged items a quotation may be issued for repair purchase prior to repair.

Non-Defective Returns

If the return of product is not the result of defects in materials, workmanship, or error by C-COR, C-COR reserves the right to charge a restocking fee. To be eligible for return, product must be in new condition with the original packaging including all accessories, cables and user manuals. Unless otherwise agreed upon in customer contract, the following restocking fees shall apply:

For C-COR authorized returns submitted within six months from the original ship date, customer will be charged a 15% restocking fee plus costs up to 100% of the selling price.

Costs may include, but are not limited to, damaged material/packaging and other costs associated with returning the product to saleable condition.

Non-defective product returns require physical inspection and/or structural/electrical testing prior to their return to inventory and issuance of credit. Inspection of returned material shall be completed within two weeks.

Out-of-Box Failure

If product fails within 10 days of installation or 30 days after date shipped, whichever comes first, the situation is classified as an out-of-box failure. C-COR Technical Support Engineers must first be contacted to verify product operation, at 1300 CCOR TV (+61 1300 226 788). Once confirmed, the product may be returned for repair at no charge. C-COR will perform the repair, coordinate shipment with the freight company and pay freight both ways.

Returns Not Eligible for Credit

The following products are not eligible for credit return:

  • Custom designed, special, or otherwise non-standard product. This includes custom colour and private label.
  • Obsolete product, which is defined as products no longer in production.
  • Batteries, unless C-COR incorrectly shipped the order. In which case, customer must notify C-COR within 30 days of receipt in order to process credit return.
  • Any product shipped more than six months ago.


The Customer may not cancel orders, revise quantity, deviate from specifications or shipping schedules unless it is by mutual agreement with C-COR.  The recovery by C-COR of applicable charges will take into account expenses incurred and/or commitments made by C-COR in faithful execution of any orders.

Special, custom, or otherwise non-standard orders may not be cancelled. Unless otherwise agreed upon in customer contract, the following cancellation fees may apply:

  • For order cancellations submitted to C-COR within 48 hours of receiving C-COR’s order acknowledgement, customer will not be charged a cancellation fee.
  • For all other C-COR authorized cancellations, customer will be charged a $200 cancellation fee plus any incurred and/or committed costs up to 100% of the selling price. Costs may include, but are not limited to, ordered and wasted material, overhead and profit.
  • Additionally, Credit card fees, freight costs and administration costs may also be levied.