Return Policy
Last Updated: March 1, 2024
Plume Design, Inc. (Plume or we) sells, subject to the Plume Terms of Sale (Terms of Sale), Plume Products (defined below) to use Plume’s smart-home and enterprise-grade small business Wi-Fi services, all of which are built on self-optimizing Wi-Fi technology.
Plume Design, Inc. has a place of business at 325 Lytton Avenue, Palo Alto, CA 94301, USA.
In these Return Terms:
- Customer or You means the purchaser of Plume Products.
- Plume Products means Plume’s SuperPods and related equipment sold in the Store or elsewhere on behalf of Plume.
- Store means Plume’s online store at either HomePass Store or WorkPass Store, respectively.
- WorkPass Services means the WorkPass Mobile App and related services that deliver self-optimizing Wi-Fi technology for small businesses.
Returns of Plume Products
1.1 If, for any reason, you want to return a Plume Product, you must notify us no later than thirty (30) days after the shipper confirms to Plume the delivery of the Plume Product to the shipping address in your Order Confirmation (Return Period). To initiate a return, you must inform Plume before the end of the Return Period by (i) contacting Plume Customer Support and clearly stating your desire to return the Plume Product, and (iii) completing the return form available here and submitting the form to Plume Customer Support here. Although it will not affect your right to a refund, please include details on how and when you purchased the Plume Product(s) and your reason for returning the Plume Product(s).
1.2 Upon receipt of your completed return form, Plume Customer Support will provide you with a Return Materials Authorization (RMA). Please include your RMA with your return shipment to Plume so that Plume can identify your shipment with a return address. If you purchased a Plume Product from a seller other than Plume, please contact that seller in connection with returns and refunds because Plume cannot process returns and/or refunds for Plume Products not purchased from Plume.
1.3 You have a legal obligation to take reasonable care of the Plume Product(s) in your possession during the Return Period and prior to dispatching your Plume Product(s) back to Plume. If you fail to comply with this obligation, we may have a right to deduct from the refund to which you are otherwise entitled the cost of any deterioration (due, for example, your use of the Plume Products) caused by your handling them in a way which goes beyond what is necessary to establish their nature, characteristics and functioning, as determined in our sole discretion, up to the price of the Plume Product(s).
1.4 To receive a refund, you must return your Plume Product(s) (and any promotional merchandise supplied with the Plume Product(s)) with an RMA no later than fourteen (14) days after the date on which you notify Plume Customer Support in accordance with Sections 1.1 and 1.2. Unless the Plume Product is faulty or not as described, you are responsible for all costs associated with returning the Plume Product to us (including uninstallation and the cost of shipping the Plume Product(s) back to Plume). Plume may, as a courtesy, choose to include return shipping labels at our discretion.
1.5 Plume will refund the price you paid for the Plume Product plus original shipping charges. If you purchase a Plume Product bundle (multiple Plume Products sold together at a discount) (Bundle) and you return only part of the Bundle, we will subtract the total Bundle discount from your refund. If you received any promotional or other discount when you paid, any refund will only reflect the amount you actually paid. Any unused portion of a Promotional Period (as defined in the Terms of Sale), if offered, is forfeited.
1.6 We will process the refund due to you as soon as possible and, in any case, within thirty (30) days after the date of receipt by Plume of the returned Plume Product(s). A Plume Product is not eligible for a refund after the Return Period.
1.7 If any Plume Product you ordered is damaged or faulty when delivered to you or has developed a fault, you may have one or more legal remedies available to you, depending on when you make Plume aware of the problem, in accordance with your legal rights. If you believe a Plume Product was delivered damaged or faulty or has developed a fault, you should inform us as soon as possible, preferably in writing, giving your name, address and order reference.