Returns

Sending it back.

Cancelling before it ships, a change of mind after it arrives, or a node that arrived wrong. All three are covered here; a node that failed after working is a warranty matter instead.

Before it ships

Cancel any time before it ships, for a full refund.

This applies to every order — Proxy Node Raw, accessories, and a Station Hub presale order. Until the parcel has left us, you can cancel and get everything back, postage and tax included. No reason needed.

Contact us through hello@proxynodes.com or open a support ticket with your order number and say you want to cancel. We issue the refund within 7 working days, to the card that paid, and email you when the order has been refunded in full.

A presale order can be waiting months for its unit, so this is the remedy that matters most there, and the presale terms add what happens if we are late or the project does not complete.

The window

After delivery: how long you have, and in what condition.

Window
30 days from delivery.
Return postage
You pay it for a change of mind. We pay it when the fault is ours.
Restocking fee
None.
Refund reaches you
We issue it within 5 business days of receiving the parcel; your card issuer may take a few more to show it.

Condition. Return the node and every accessory that was on the order, with the packaging if you still have it. The board itself ships without a power supply; the 5 V 2 A USB power adapter is an optional accessory, so send one back only if it was on your order. Plugging it in, provisioning it, printing from it and then deciding it is not for you is fine — that is what the window is for, and we would rather you tested it properly. Physical damage, a missing accessory, or a node that has been opened is a different conversation; tell us what happened and we will say what we can do.

Claimed nodes. If you claimed the node to your account, release it from your fleet page before sending it back. If you forget, we will release it — a returned node is detached from its old owner before it goes anywhere else.

The process

Four steps, and one of them is ours.

  1. Contact us. Send your order number and what you want to do to hello@proxynodes.com. If the node is faulty rather than unwanted, paste its /status output — about half the time that tells us it is a cable or a printer rather than the node, and you keep the node.
  2. We send an RMA number. Write it on the outside of the parcel. A return without one still gets processed, it just takes longer, because nobody knows what the box is.
  3. Ship it back to the address on the RMA email. Get a tracking number — until it arrives, the parcel is your risk, and tracking is what settles an argument neither of us wants to have.
  4. We refund. The refund is issued through Stripe against the original charge, so it goes back to the card that paid — we cannot send it anywhere else, and there is no store credit. Where only part of an order comes back, only that part is refunded.

A node that worked and then stopped is not a return — see the warranty, which is a repair-or-replace path rather than a refund one. Sale terms are on the terms page, and your statutory rights as a consumer are unaffected by any of this.