Product Support
Warranty Information
This page explains the warranty process for purchased products, including consumer legal guarantee rights, product-specific commercial warranty terms, business-customer conditions and the steps required to submit a warranty request.
Current Company and Return Details
Company details, warranty contact details, return address and shipping instructions are not published on this page. Please request the current details from your manager before sending any product or documents.
Mandatory Consumer Rights Remain Applicable
Consumers purchasing goods from a professional seller retain the legal guarantee required by applicable consumer law. Any additional commercial warranty is supplementary and does not replace mandatory consumer rights.
01 Scope of This Policy
This Warranty Information page applies to products purchased through the website or confirmed by written order confirmation.
The applicable warranty process may depend on the customer type, product condition, product specifications, documented issue and mandatory legal requirements.
02 Warranty Types
03 Consumer Legal Guarantee
Consumers purchasing goods from a professional seller generally benefit from a legal guarantee starting from delivery of the goods.
If a product is faulty, does not correspond to the description or otherwise does not conform to the contract, the available remedy is determined by applicable law and the circumstances of the request.
Repair or replacement will generally be considered where proportionate and possible. Where the issue cannot be resolved appropriately, other remedies may include a price reduction or termination of the contract and a refund.
04 New, Used, Refurbished and Open-Box Hardware
Products may be new, used, refurbished, open-box or otherwise graded. The applicable product condition should be stated on the product page, quotation or written order confirmation.
Normal wear, cosmetic marks, packaging condition and other characteristics clearly disclosed before purchase are taken into account when assessing whether the product conforms to the contract.
05 How to Submit a Warranty Request
Before returning any product, contact your manager. Do not ship products to any address until you receive the current return instructions, company details and return address.
06 Information Required for Technical Hardware Claims
Professional hardware issues may depend on system configuration, firmware, power delivery, cooling, compatibility or installation.
| Information | Why It Is Useful | Example |
|---|---|---|
| Order number | Helps identify the purchase and product. | Order or invoice number. |
| SKU and manufacturer part number | Identifies the exact hardware variant. | Exact SKU, MPN or product label photograph. |
| System configuration | Helps assess compatibility and operating conditions. | ServerServer model, motherboard, CPU, PSU and firmware. |
| Issue description | Helps determine the appropriate diagnostic steps. | Error messages, symptoms and when the issue occurs. |
| Photographs or video | Helps document visible damage, labels and product condition. | Product label, packaging and visible damage. |
| Diagnostic results | Helps identify hardware, software or compatibility issues. | Test output, logs, screenshots or error codes. |
07 Return Shipping for Faulty Products
Where required by applicable consumer law, the reasonable cost of returning a defective product is handled according to the applicable rules.
Contact your manager before dispatching the product. The appropriate shipping method and return address will be confirmed after the initial review of the request.
Products sent without prior instructions may be delayed or returned to the sender.
08 Packaging Requirements
Hardware must be packaged securely to reduce the risk of damage during transit. Use packaging suitable for the product type, dimensions and sensitivity.
- Use anti-static packaging for sensitive electronics where appropriate.
- Use sufficient impact protection and a strong external box.
- Secure heavy components to prevent movement inside the parcel.
- Include the requested return reference or supporting documentation.
- Retain proof of shipment until the request has been resolved.
09 Issues That May Not Be Covered by a Commercial Warranty
Subject to mandatory consumer rights and the specific circumstances, an additional commercial warranty may not cover faults caused by:
- incorrect installation or improper handling;
- incompatible components or unsupported system configuration;
- insufficient cooling, unsuitable airflow or overheating;
- incorrect voltage, unsuitable power supply or electrical damage;
- physical damage occurring after delivery;
- liquid damage, contamination or improper storageStorage;
- unauthorized modification or unsupported firmware changes;
- use outside the manufacturer's specifications;
- normal wear or disclosed cosmetic condition.
Important: This section describes potential limitations of an additional commercial warranty. It does not exclude or restrict mandatory consumer rights where they apply.
10 Compatibility Is Not Automatically a Product Defect
Professional hardware may require specific processor sockets, motherboard revisions, firmware versions, serverServer chassis, riser cards, cables, power supplies, cooling systems, storageStorage interfaces, drivers or operating systems.
A product is not automatically considered defective solely because it is incompatible with the customer's existing system where the supplied item matches the product description and specifications.
If you are unsure about compatibility, contact your manager before placing an order and provide the exact system model, configuration and manufacturer part number.
11 Business-Customer Warranty
Consumer-specific legal guarantee rules apply to purchases made by consumers acting outside their trade, business or professional activity. They do not automatically apply in the same way to business purchases.
For business customers, the applicable warranty duration, conditions and available remedies are stated on the product page, quotation, invoice or separate written agreement.
12 Warranty Request Template
Copy the template below and send the completed details to your manager.
Warranty Request
Order or invoice number:
Customer name:
Email address:
Product name:
SKU:
Manufacturer part number:
Product condition at purchase: new / used / refurbished / open-box
Date received:
System model and configuration:
Description of the issue:
Error messages or diagnostic results:
Photographs or video attached: yes / no
Requested solution:
13 Returns, Exchanges and Refunds
Warranty requests and standard returns are handled according to different rules. Do not send any product before receiving the correct return instructions from your manager.
14 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 evidence.
Consumer requests are reviewed in accordance with applicable consumer protection rules.