Return Policy

Western NRG cares about you being satisfied with your purchase. If you are dissatisfied with your purchase, you may request a return within 30 days of the purchase date, subject to the following conditions:

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Return Eligibility Conditions

If all conditions are not met, Western NRG reserves the right to refuse any return request or to charge a minimum 15% restocking fee.

• All returned items must be in new condition, in their original unaltered box and must include all packing material, power supplies, warranty cards, manuals and accessories.

• If any service subscription was bundled with the hardware, the service subscription must be fully intact and uninitiated.

• Service Subscriptions must be fully intact and uninitiated.

• Western NRG is not responsible for personal data or items left on returned items.

• Western NRG is not responsible for any consequential or incidental damage resulting from the sale or use of any merchandise bought from us. We are responsible for the monetary value of the merchandise only.

• Claims for missing items or items damaged in transit must be received within (2) business days of receipt of merchandise.

• Western NRG will only refund the original purchase price.

• Professional Services purchased along with any hardware or software are nonrefundable.

• Shipping and handling fees are nonrefundable.

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Currency

All Western NRG quotations are provided in US Dollar (USD) denominations. Payment is required in US Dollars.

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Shipping

Unless otherwise noted, actual shipping charges will be prepaid and added to your final invoice.

Sales Tax

If you are located in a state where Western NRG is required to collect and remit sales tax, Sales Tax will apply on all applicable items.

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After Hours Installation

Wester​n NRG offers installation and turn-up support 7:30am - 5:00pm Pacific Time.

After hours installation is available in limited am and pm windows. A $150 USD charge will apply to installation and turn-up in the following time slots:

6:00am - 7:30am PST, Monday through Friday

5:00pm - 9:00pm PST, Monday through Friday

8:00am - 5:00pm PST, Saturday through Sunday

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Urgent Care

URGENT CARE monthly hardware / services agreement is optional on all items and will ensure that all items are under our exclusive "UNCONDITIONAL" URGENT CARE warranty. Any items under this warranty will be replaced regardless of the cause of failure. URGENT CARE also provides for unlimited technical support 24/7. After hours calls will be returned by an engineer within 60 minutes.

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DPI-SSL Promotion
If you are receiving DPI-SSL configuration for free with one year of Urgent Care, you are committing to 12 months of the Urgent Care service, billable monthly unless otherwise specified. If you choose to cancel Urgent Care prematurely, you will be liable and obligated to pay the remaining balance of the one year term at the time of cancellation.

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Cancellation

Urgent Care contracts may be cancelled with 30 days notice.

Any cancellation request must be submitted at www.westernnrg.com/cancel 

Cancellation requests submitted via any other means will not be processed.

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International Support Guidelines

These terms apply for all appliances located at international locations (outside of North America).
Except by appointment, support calls in regard to the international location can only be made during Western NRG's normal operating hours of 7:30am - 5:00pm Pacific Time.

Support communication with the international location will be made via digital means only (Email, Screen Sharing, Web Conference, etc.)

Device replacements will be sent to the location in North America. The North America location will be responsible for sending the device to the international location.

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Quotation Expiration

Quotations are valid for 30 days.

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Ultimate Series

• Western NRG owns all hardware provided in this service agreement designated as Ultimate Series or Ultimate Firewall Protection.  Client agrees that they are not to alter Western NRG owned equipment without notice to Western NRG.

• The Ultimate Series includes Hardware Appliance / Hosted Appliance / Software, Security Suite Subscriptions, Configuration, and Urgent Care.

• Security Suite Subscriptions will be renewed prior to their expiration as long as the firewalls to which they have been applied are in service and covered under this agreement.

• The term of the agreement is month-to-month. Ultimate Series can be cancelled at any time by following the instructions listed in the Cancellation section below. 

• At the end of contract the Client agrees to return Ultimate Series equipment in the same configuration as originally provided.

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Cancellation

• Any cancellation request must be submitted at www.westernnrg.com/cancel 

  • Cancellation requests submitted via any other means will not be processed.

• Client agrees to a month-to-month term.

• Upon termination of the agreement all Ultimate Series hardware must be returned by the Client to Western NRG.

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Dynamic-Security-as-a-Service (DSAS)

• Western NRG owns all hardware provided in this service agreement designated as DSAS.  Client agrees that they are not to alter Western NRG owned equipment without notice to Western NRG.

• DSAS includes hardware, Security Suite Subscriptions, project management and Urgent Care.

• Security Suite Subscriptions will be renewed prior to their expiration as long as the firewalls to which they have been applied are in service and covered under this agreement.

• The term of the agreement is 36 months.

• 90 days before the completion of the agreement the Client will receive a hardware refresh quote provided by Western NRG at the then prevailing rate at which time the Client can renew the agreement.

• At the end of 36 months the Client agrees to return DSAS equipment in the same configurations as originally provided.

Cancellation

• Client agrees to a minimum agreement term of 18 months.

• Early Termination Fee.  If at any time after 18 months the client decides to terminate the DSAS agreement, the Client must pay an early termination fee.  The early termination fee shall be calculated by multiplying the number of months left in the agreement by the monthly DSAS fee to reach the entire open balance.  Of the entire open balance a 25% early termination fee shall be assessed.

• Upon termination of the agreement all DSAS hardware must be returned by the Client to Western NRG.