Guidance Software Return Policy For EnCase® Forensic

1. You must notify Guidance Software Customer Service by telephone, fax or email of your intent to return within ten (10) days of the product ship date.
    
2. Customer Service will provide you with a RMA (Return Merchandise Authorization) form via email.
    
3. You must complete and fax the RMA form to Guidance Software Customer Service within seven (7) days of your notification to Guidance Software of your intent to return the product.
    
4. Upon receipt of the RMA form, Guidance Software will email or fax to you an RMA number within two (2) business days.
    
5. Upon your receipt of the RMA number from Guidance Software, you must promptly ship the returned product to Customer Service at the address above. You should reference the RMA number for faster processing.
   
   NOTE: It is highly recommended that you use a mail/shipping service that provides a tracking number, since it is your responsibility to ensure the return of the product to Guidance Software.
    
6. Guidance Software will issue you the appropriate refund upon receipt of the returned product(s). The original payment method will be used for the refund (i.e. credit card or check).

As part of the quality assurance process, a member of the Guidance Software management team may contact you prior to, during or after the return in order to better understand the reason for the return.


Module Returns
A 10-day customer satisfaction guarantee is also provided for EF software modules. However, since the modules are keyed to a unique software dongle, you may only return a module in conjunction with a return of the associated software dongle. Both the module and the software dongle must be returned. A new software dongle will be issued to the customer. Please contact Customer Service for more details 626-229-9191 x564.


PLSP Returns
There are NO returns/refunds offered for the PLSP program.


Restocking Charges
All product returns are subject to the minimum $50 restocking charge. Additional charges may apply for damaged or missing parts.


Refunds
In order to receive a refund on any returned product (less the restocking fee), the product must not be damaged (whether by the courier chosen by you to return the goods, or otherwise). The product must be returned in as-new or re-saleable condition to qualify for a refund, including all cables, manuals, software, dongles and original packaging. Refunds are not issued for shipping charges.


Return Policy
For all returns, please contact Guidance Software’s Customer Service line at 1-626-229-9191 x564 or customerservice@guidancesoftware.com initiate the return process.


Please note the following:

• Freight on returned items must be prepaid by the customer, and the customer is responsible for any loss or damage caused by the courier in transit.
   
• Include a contact name, daytime phone number and email address for Customer Service to contact you for clarifications.
   
• To reduce the risk of damage, returns of product must be in the original packaging. If the original container has been lost or damaged, Guidance Software recommends that the customer utilize a professional shipping service to minimize risk of damage.