Business Returns, Refunds & Warranty Policy

  1. Scope
    This Business Returns, Refunds & Warranty Policy applies to purchases made from EV4 Limited, trading as DSDevices, through DSDevices websites operated by EV4 Limited, including:
    https://dsdevices.com/
    https://www.dsdevices.com/eu
    and any country-specific or regional versions of the DSDevices website operated by EV4 Limited.
    This Policy applies exclusively to business customers, resellers and distributors purchasing products for business, commercial or professional purposes. It does not apply to consumers purchasing primarily for personal, family or household use.
    EV4 Limited is a company registered in England and Wales under company number 07986640.
    Registered Office:
    KAD House Portsmouth Road Esher Surrey KT10 9AD United Kingdom
    UK VAT Number: GB131428934 EU VAT Number: NL828345053B01
    This Policy applies to business customers located in the United Kingdom, European Union and other territories served by EV4 Limited.
    By placing an order, you agree to the terms outlined in this Policy and the applicable Terms of Sale.
  2. Returns Eligibility
    Returns are accepted only with prior written approval from EV4 Limited and must meet all of the following conditions:
    • the return request is submitted within 14 calendar days of delivery;
    • products are unused, in original condition and in original packaging;
    • all accessories, documentation and components are included;
    • valid proof of purchase, invoice number or order reference is provided; and
    • a valid Return Merchandise Authorisation (RMA) is issued by EV4 Limited before any product is returned.
    Returns submitted without prior authorisation may be refused.
  3. Faulty Products and Warranty
    3.1 Remote Diagnostics
    Before authorising a warranty return, EV4 Limited may perform remote diagnostics and troubleshooting to identify and, where possible, resolve the reported issue.
    Customers agree to cooperate with reasonable diagnostic procedures before an RMA is issued.
    3.2 Standard Warranty Coverage
    Unless otherwise stated, eligible DSDevices hardware supplied by EV4 Limited is covered by a one (1) year Return-to-Base (RTB) hardware warranty from the date of delivery.
    The standard warranty covers defects in materials or workmanship arising under normal intended use.
    Warranty coverage may be excluded or invalidated where:
    • warranty labels, tamper labels or serial number labels have been removed, damaged, altered or defaced;
    • the product has been modified, repaired or altered without written authorisation from EV4 Limited;
    • the product has been misused, improperly installed, improperly stored or operated outside its intended specification;
    • the defect results from accident, negligence, abuse, environmental damage or unauthorised handling; or
    • the fault is otherwise excluded under the applicable warranty terms.
    The warranty relates primarily to DSDevices hardware and does not ordinarily cover faults arising solely from third-party software, Content Management Systems (CMS), applications, customer configuration, network services or third-party platforms.
    3.2.1 Warranty Support Through Authorised Resellers
    Warranty support may be provided directly by EV4 Limited or through the authorised reseller or distributor from whom the product was purchased.
    EV4 Limited reserves the right to require proof of purchase from EV4 Limited or an authorised reseller or distributor before processing any warranty claim.
    Products purchased through unauthorised resellers, unauthorised distributors or other unauthorised sales channels may not be eligible for warranty support.
    Where warranty support is provided through an authorised reseller or distributor, customers may be directed to contact the original supplier as the first point of contact for warranty assistance.
    Nothing in this Policy requires EV4 Limited to provide warranty support for products that cannot reasonably be verified as having been supplied by EV4 Limited or an authorised reseller or distributor.
    EV4 Limited reserves the right to reject warranty claims where proof of purchase cannot be provided or where the product’s origin cannot reasonably be verified.
    3.2.2 DSDevices® 3-Year Extended Warranty
    Eligible business customers may purchase the optional DSDevices® 3-Year Extended Warranty.
    The Extended Warranty provides warranty coverage for a total period of 36 months, comprising:
    • the initial 12-month standard DSDevices hardware warranty; and
    • an additional 24 months of extended warranty coverage.
    The Extended Warranty must be purchased either:
    • at the same time as the eligible DSDevices product; or
    • within 30 days of the product’s original purchase date.
    Purchasing the Extended Warranty does not restart the applicable warranty period.
    Eligibility, coverage, exclusions, limitations and other conditions relating to the Extended Warranty are governed by the separate DSDevices® 3-Year Extended Warranty Terms and Conditions applicable to the purchase.
    Where there is any conflict between this Policy and the applicable Extended Warranty Terms and Conditions in relation to an Extended Warranty claim, the Extended Warranty Terms and Conditions will prevail.
    3.2.3 Advance Replacement for Approved Resellers
    Approved DSDevices resellers may separately qualify for Advance Replacement Service, subject to reseller eligibility, agreed volumes, stock availability and the applicable service terms.
    Advance Replacement is a reseller service benefit and does not replace, extend or modify the applicable product warranty.
    Where an eligible product is covered by a valid DSDevices 3-Year Extended Warranty, Advance Replacement may continue to apply during the Extended Warranty Period, provided the reseller remains eligible for Advance Replacement Service at the time of the claim.
    Advance Replacement is subject to separate reseller service terms.
    3.3 RMA Issuance
    Where a return is approved:
    • EV4 Limited will issue a Return Merchandise Authorisation (RMA) reference number;
    • the RMA will normally remain valid for 30 calendar days from the date of issue; and
    • products returned without a valid RMA may be refused and returned to the sender.
    The RMA process applies to claims made under both the standard warranty and the DSDevices 3-Year Extended Warranty unless otherwise agreed in writing.
    3.4 Return Instructions
    Customers must:
    • clearly display the RMA reference on the outside of the package;
    • use a reputable tracked and traceable courier service;
    • ensure products are adequately insured during transit where appropriate; and
    • comply with any return instructions provided by EV4 Limited.
    Products must be shipped to the return address provided by EV4 Limited at the time an RMA is issued.
    Returns sent without a valid RMA number or to an address not specified by EV4 Limited may be refused or returned to the sender at the customer’s expense.
    Depending on the customer’s location and the nature of the return, products may be directed to an authorised EV4 Limited return processing facility within the European Union or United Kingdom.
    Customers located within the European Union will normally be provided with a return address within the European Union.
    Customers located outside the European Union will normally be provided with a return address within the United Kingdom.
    The return location will be confirmed when the RMA is issued.
    3.5 Packaging Requirements
    Customers should use the original packaging wherever possible.
    Where original packaging is unavailable, suitable protective packaging must be used to prevent damage during transit.
    Where requested by EV4 Limited, customers may be required to include:
    • power supplies;
    • cables;
    • accessories;
    • adapters; and
    • any other components necessary for testing and diagnosis.
    Customers should remove any unrelated shipping labels prior to shipment.
    3.6 Shipping Responsibility
    Unless otherwise agreed in writing:
    • customers are responsible for return shipping costs;
    • customers are responsible for the risk of loss or damage until the returned goods are received at the return location specified by EV4 Limited; and
    • original shipping charges are non-refundable.
    Where EV4 Limited confirms a valid warranty claim and provides a repaired or replacement product, EV4 Limited will normally cover the cost of standard outbound shipping of the repaired or replacement hardware to the customer.
    Expedited or enhanced shipping requested by the customer may incur additional charges.
    Where a warranty claim is subsequently found not to be valid, EV4 Limited reserves the right to charge reasonable inspection, repair, return shipping and handling costs.
    3.7 Repair or Replacement
    Returned products will be inspected upon receipt.
    Where a valid warranty claim is confirmed, EV4 Limited may, at its discretion:
    • repair the product;
    • replace the product with the same or an equivalent product; or
    • provide another appropriate remedy consistent with the applicable warranty and contractual obligations.
    Replacement products may be new, refurbished or service-replacement units providing substantially equivalent functionality.
    A repair or replacement does not restart or extend the original warranty period.
    Any repaired or replacement product remains covered for the remainder of the applicable original Warranty Period.
  4. Non-Faulty Returns
    Non-faulty returns are accepted only with prior written approval from EV4 Limited.
    Approved returns:
    • must be unused and in original condition;
    • must include original packaging and accessories;
    • may be subject to a restocking charge of between 15% and 25% of the original purchase price; and
    • will not include reimbursement of original shipping costs.
    Approval of non-faulty returns remains at EV4 Limited’s discretion.
  5. Non-Returnable Products
    The following items are not eligible for return unless otherwise agreed by EV4 Limited or required by applicable law:
    • used, deployed, activated or provisioned devices;
    • customised, modified or specially manufactured products;
    • special-order products;
    • products with removed, damaged or tampered warranty or identification labels; and
    • products returned without a valid RMA where an RMA is required.
    This section does not prevent an eligible customer from making a valid warranty claim for a deployed product under the standard warranty or a valid DSDevices 3-Year Extended Warranty.
  6. Refunds
    Where a refund is approved:
    • products will first be inspected and assessed where applicable;
    • refunds will normally be processed within 7 to 14 business days following approval; and
    • refunds will be issued using the original payment method where reasonably practicable or as account credit where agreed by both parties.
    EV4 Limited reserves the right to withhold a refund pending inspection of returned products.
    Where a DSDevices 3-Year Extended Warranty has been purchased, cancellation and refund of the Extended Warranty itself will be governed by the applicable DSDevices 3-Year Extended Warranty Terms and Conditions.
  7. Limitation of Liability
    To the fullest extent permitted by applicable law, EV4 Limited shall not be liable under this Policy for:
    • indirect or consequential loss;
    • loss of revenue;
    • loss of profit;
    • loss of business opportunity;
    • loss or corruption of data;
    • costs associated with installation, removal or reinstallation of products; or
    • costs incurred due to delays caused by third-party carriers, customs authorities or other parties outside EV4 Limited’s reasonable control.
    Nothing in this Policy excludes or limits liability that cannot lawfully be excluded or limited.
    Any additional limitation of liability applicable to the DSDevices 3-Year Extended Warranty is set out in the applicable Extended Warranty Terms and Conditions.
  8. International Returns
    EV4 Limited operates authorised fulfilment and return processing facilities within both the United Kingdom and European Union.
    The appropriate return location will be determined by EV4 Limited and communicated when an RMA is issued.
    Customers must comply with all applicable customs, import and export requirements when shipping products internationally.
    Unless otherwise agreed in writing, customers remain responsible for applicable duties, taxes, customs charges, brokerage fees and other charges associated with international returns where imposed by the relevant authorities.
  9. Reseller Returns
    Products purchased by authorised resellers for resale may only be returned with prior written approval from EV4 Limited.
    Products returned from reseller inventory may be subject to inspection, restocking charges and minimum return quantities.
    Products previously sold by a reseller to an end customer are not eligible for return to EV4 Limited as non-faulty reseller inventory but may remain eligible for support under the applicable standard or Extended Warranty process.
    Authorised resellers may separately qualify for Advance Replacement Service in accordance with the applicable reseller programme and service terms.
  10. Governing Terms
    This Business Returns, Refunds & Warranty Policy forms part of and should be read together with EV4 Limited’s applicable:
    • Terms of Sale;
    • Terms of Use;
    • DSDevices® 3-Year Extended Warranty Terms and Conditions, where an Extended Warranty has been purchased; and
    • Privacy Policy.
    In the event of a conflict between this Policy and the Terms of Sale, the Terms of Sale shall prevail in relation to the underlying sale of the product.
    In the event of a conflict concerning the coverage or administration of a purchased DSDevices 3-Year Extended Warranty, the applicable DSDevices® 3-Year Extended Warranty Terms and Conditions shall prevail.
    This Policy applies to business-to-business transactions only.
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