Refund and Returns Policy

1. OVERVIEW

This Refund and Returns Policy governs returns, refunds, and order cancellations for Northstar Show Systems hardware products, software licenses, and professional services. This policy supplements the Terms of Service (NSS-LEGAL-TOS-001) and Warranty Policy (NSS-LEGAL-WTY-001).

2. HARDWARE RETURNS

2.1 Standard Returns (Unopened/Unmodified)

Unopened, unmodified hardware may be returned within 30 days of delivery for a full refund minus a 15% restocking fee. Return shipping is the Customer’s responsibility. All items must be in original packaging with all accessories, cables, and documentation included.

2.2 Configured/Assembled Hardware

Hardware that has been assembled, firmware-flashed, configured, or customized for a specific deployment is non-refundable. This includes all Polaris nodes that have been QC tested and had firmware loaded, Helm servers with HelmOS installed, and Bridge panels that have been wired and tested.

2.3 Defective Hardware

Defective hardware is covered under the Warranty Policy (NSS-LEGAL-WTY-001), not this returns policy. See the Warranty Policy for DOA procedures and the RMA process.

2.4 Wrong Item Shipped

If Northstar ships the wrong item, Customer should contact support within 7 days of delivery. Northstar will ship the correct item and provide a prepaid return label for the incorrect item at no cost.

3. SOFTWARE REFUNDS

Software licenses (HelmOS Suite, Compose) are non-refundable once the license key has been issued or the software has been activated. If a license has been purchased but not yet issued (within 48 hours of purchase and before activation), a full refund may be requested.

4. PROFESSIONAL SERVICES

4.1 Pre-Commencement Cancellation

Professional services (design, programming, training) may be cancelled for a full refund if cancellation is received in writing before work has commenced. “Commenced” means the assigned engineer has begun substantive work on the project deliverables.

4.2 Post-Commencement Cancellation

If services are cancelled after work has commenced, Customer will be billed for time and materials expended to date at the rates specified in the applicable SOW or MSA rate card. Any deposit balance exceeding work completed will be refunded within 30 days.

4.3 On-Site Services

On-site installation services cancelled with less than 14 days’ notice are subject to a cancellation fee equal to any non-refundable travel costs (airfare, hotel deposits) already incurred by Northstar.

5. PROJECT CANCELLATION

For projects governed by a Statement of Work:

• Before M3 (Hardware Build): 75% deposit minus any time and materials expended will be refunded. Unopened components may be returned per Section 2.1.
• After M3 (Hardware Built): Deposit is non-refundable. Configured hardware is non-returnable per Section 2.2.
• After M5 (Hardware Shipped): No refund. Customer owns the shipped hardware and owes the remaining balance per the SOW payment schedule.

6. REFUND PROCESS

• Contact support@northstarshowsystems.com or submit a request through the Customer Portal.
• Include order number, item(s) to return, and reason for return.
• Northstar will respond within 2 business days with return authorization (if applicable).
• Approved refunds are processed within 10 business days of receiving returned items (or approval for services/software).
• Refunds are issued to the original payment method.

7. SUPPORT PLAN REFUNDS

Annual support plans (Professional, Enterprise, Mission Critical) may be cancelled within 30 days of purchase for a full refund if no support tickets have been opened. After 30 days or after the first support ticket, support plans are non-refundable for the remainder of the annual term.

8. EXCEPTIONS

Northstar reserves the right to make exceptions to this policy on a case-by-case basis. Exceptions require written approval from Northstar management and do not establish precedent for future requests.

DOCUMENT CROSS-REFERENCES:

• Terms of Service (NSS-LEGAL-TOS-001)
• Warranty Policy (NSS-LEGAL-WTY-001)
• Support Policy (NSS-LEGAL-SUP-001)