Customer Support
Returns and Exchanges
This policy explains how to request a return, exchange, refund or warranty solution. Before shipping any item back, please contact your manager and request the current return instructions, company details and return address.
Current Return Details
Company details, return address and shipping instructions are not published on this page. Please request the current details from your manager before sending any product back.
01 Scope of This Policy
This Returns and Exchanges Policy applies to products purchased through the website or confirmed by written order confirmation.
Some rules depend on whether the customer purchases as a consumer or as a business customer. Mandatory consumer rights remain fully applicable and are not restricted by this policy.
02 How to Request a Return or Exchange
Before returning any product, contact your manager. Do not ship products to any address until you receive the current return instructions and return address.
03 Consumer Right of Withdrawal
Consumers purchasing products online generally have the right to withdraw from the contract within 14 days without giving a reason. For goods, the withdrawal period generally begins when the consumer or a designated third party receives the product.
To exercise this right, send a clear written notice before the withdrawal period expires and wait for the current return instructions before dispatching the parcel.
Unless agreed otherwise or required by applicable law, the consumer bears the direct cost of returning a product when exercising the right of withdrawal.
04 Condition of Returned Products
Returned items should include the accessories, documentation and components supplied with the order where applicable.
A consumer may be responsible for a reduction in value caused by handling beyond what is reasonably necessary to inspect the product.
05 Refunds
Where a refund is approved, it will be processed according to the applicable return, cancellation or warranty conditions.
A refund may be withheld until the returned product is received or until evidence of return shipment is provided, whichever occurs first.
Unless another method is agreed, the refund is issued using the original payment method where reasonably possible.
06 Exchanges
Exchanges depend on stock availability, product condition and the circumstances of the request.
Any price difference or delivery cost will be confirmed before an optional exchange is processed.
07 Faulty, Incorrect or Damaged Products
If a product arrives damaged, does not match the order, differs from its description or appears to be faulty, contact your manager promptly.
Include your order number, product name, SKU, manufacturer part number, a clear description of the issue and photographs where relevant. For technical faults, include useful diagnostic details, error messages or test results.
For consumer purchases, repair or replacement will generally be offered where proportionate and possible. If the issue cannot be resolved within a reasonable period, other remedies may include a price reduction or a refund.
08 New, Used and Refurbished Hardware
Products may be new, used, refurbished, open-box or otherwise graded. The relevant condition should be stated on the product page, quotation or written order confirmation.
Normal wear, cosmetic marks, packaging condition and other characteristics that were clearly disclosed before purchase are taken into account when assessing whether a product conforms to the contract.
09 Business Customer Returns
The statutory consumer right of withdrawal does not apply to purchases made by business customers for commercial or professional purposes.
Business return and exchange requests are reviewed individually. A return may be accepted where agreed in writing, stated in a quotation or required by applicable law.
10 Compatibility and Installation Issues
Professional hardware may require specific sockets, firmware versions, cables, riser cards, chassis, power supplies, cooling systems, storageStorage interfaces or other compatible components.
A product is not considered defective solely because it is incompatible with the customer's existing system where the supplied product matches its description and specifications.
11 Return Shipping and Packaging
| Situation | Return Shipping Cost | Required Action |
|---|---|---|
| Consumer withdrawal within the statutory period | Usually paid by the customer unless agreed otherwise or required by law. | Contact your manager first and wait for return instructions. |
| Faulty, incorrect or damaged product | Handled according to applicable law and confirmed instructions. | Send the order details, issue description and supporting evidence. |
| Optional business-customer return | Confirmed individually before a return is accepted. | Obtain written approval before shipping. |
| Optional exchange requested by the customer | Confirmed before the exchange is processed. | Provide the requested replacement product details. |
Use a tracked shipping method and retain proof of shipment until the return has been completed. Package goods carefully to reduce the risk of damage during transit.
12 Return or Exchange Request Template
Copy the template below and send the completed details to your manager.
Return or Exchange Request
Order number:
Customer name:
Email address:
Product name:
SKU:
Manufacturer part number:
Date received:
Requested solution: return / exchange / repair / replacement
Reason for the request:
Description of any fault or damage:
Photographs or diagnostic information attached: yes / no
13 Complaints
If you believe that your consumer rights have been infringed, contact your manager first in writing. Include your order number, requested solution and supporting documents.
Consumer requests are reviewed in accordance with applicable consumer protection rules.