Modus 5 LLC
Effective Date: September 1st, 2026
Last Updated: September 1st, 2026

We want every system we sell to work from day one. Because most of our equipment is configured, programmed, or licensed specifically for your business, all sales are final except as described in this policy. This policy applies to hardware, software, and supplies purchased from Modus 5 LLC ("Modus 5," "we," or "us"). It is part of our Terms of Use. If your signed sales order or agreement says something different, that agreement controls.

1. Final Sale

Once an order has shipped or been installed, it cannot be returned for a refund, exchange, or credit simply because you changed your mind, ordered the wrong model, or no longer need it. We recommend speaking with our team before you order so we can confirm that every item fits your business, software, and existing equipment.

2. Defective on Arrival (DOA)

If an item arrives defective or stops working within 14 days of delivery, we will repair or replace it at no cost to you. To qualify:

• you must contact us within 14 days of delivery and describe the problem;
• you must allow our team to troubleshoot the item by phone or remote session first, since many issues are settings or connection problems that we can fix right away;
• the item must not have been damaged by misuse, accident, liquid, power surges, unauthorized repairs, or installation by anyone other than Modus 5 or its authorized technicians; and
• you must return the item with its original accessories and, where possible, its original packaging, using the return authorization described in Section 7.

If a replacement is not available, we will offer a comparable item or, in our discretion, a refund of the price you paid for the defective item.

3. Manufacturer Warranties

After the DOA period ends, warranty service for hardware and software is provided by the product manufacturer under its own warranty terms. Warranty length and coverage vary by manufacturer and product. Modus 5 is a reseller and integrator, so we do not set or extend manufacturer warranties and are not responsible for a manufacturer's warranty decisions. That said, we are glad to help you contact the manufacturer and start a warranty claim. Customers on an active support plan may receive additional help as described in their plan.

4. Shipping Errors and Shipping Damage

If we ship the wrong item, or an item arrives visibly damaged in transit, contact us within 5 business days of delivery. Please keep all packaging and, if you can, take photos of the damage. We will send the correct or a replacement item at no cost to you and arrange pickup of the incorrect or damaged item. Please note any visible box damage with the carrier when you sign for a delivery.

5. Back-Ordered Items and Cancellations

If any item in your order is back-ordered, we will notify you by email. You may then choose to wait for it to ship, exchange it for an in-stock item, or cancel that item for a full refund.

You may cancel an order for a full refund before it ships or before we begin configuring or programming it. After that point, the order is final sale under Section 1.

6. Items That Are Never Returnable

The following items cannot be returned, exchanged, or refunded, except when they are defective on arrival under Section 2 or shipped in error under Section 4:

• software licenses, subscriptions, and activation or registration codes once issued or activated;
• custom-printed items, such as gift cards, loyalty cards, and access cards;
• hardware that has been configured, programmed, or loaded with your menu, inventory, or settings;
• opened consumable supplies, such as thermal paper, labels, and ribbons;
• special-order or non-stock items ordered specifically for you; and
• installation, training, programming, and other services that have already been performed.

7. How to Request a Return or Replacement

All returns require a Return Merchandise Authorization (RMA) number from Modus 5. To request one, email returns@modus5.com or call 718-838-0884 with:

• your name, business name, and order or invoice number;
• the item's model and serial number; and
• a description of the problem, plus photos for shipping damage.

We will reply with an RMA number and return instructions. Please write the RMA number on the outside of the package. Packages returned without an RMA number, or sent postage-due, may be refused. Once an RMA is issued, please ship the item within 10 days.

8. Refunds

When a refund is approved, we issue it to the original payment method within 10 business days after we receive and inspect the returned item. Your bank or card issuer may take additional time to post the credit. Original shipping charges are refundable only when the return is due to our error or a DOA item.

9. Undeliverable and Refused Shipments

If an order is returned to us as undeliverable because of an incorrect address you provided, or because the delivery was refused, we may charge a fee of $30 plus any return shipping costs before reshipping or refunding the order. If we issue a refund for such an order, the fee and shipping costs will be deducted from it.

10. Services, Processing, Financing, and Leases

This policy covers physical products and software only. Credit card processing, support plans, merchant cash advances, equipment leases, and other Services are governed by their own signed agreements, including any cancellation or early-termination terms in those agreements. Leased equipment remains subject to the lease and cannot be returned under this policy.

11. Your Rights Under the Law

Nothing in this policy limits any rights you may have under applicable law that cannot be waived by agreement.

12. Changes to This Policy

We may update this policy from time to time by posting a new version with an updated "Last Updated" date. The policy in effect on the date of your purchase applies to that purchase.

13. Contact Us

Modus 5 LLC
Attn: Returns
295 Madison Avenue, 2nd Floor
New York, NY 10017
Email: returns@modus5.com
Phone: 718-838-0884