Effective Date: September 2026
- Scope
This Business Returns, Refunds & Warranty Policy applies to all purchases made by business customers, resellers, distributors and commercial partners from EV4 LLC, trading as DSDevices (“EV4,” “we,” “our,” or “us”).
EV4 LLC 8 The Green, Suite R Dover, DE 19901 United States
By placing an order with EV4 LLC, you agree to the terms of this Business Returns, Refunds & Warranty Policy and any applicable Terms and Conditions of Sale.
This Policy applies solely to business-to-business (B2B) transactions and is not intended for consumer purchases.
This Policy also applies to return and warranty issues relating to DSDevices® hardware supplied with, pre-installed with, or made available for use with the DSD Selector App, firmware, documentation, configuration tools, diagnostic tools or related software features. - Returns Eligibility
Except for approved warranty claims handled under the RMA process in Section 3, returns are accepted only with prior written authorization from EV4 LLC and must meet the following requirements:
• Return request submitted within fourteen (14) calendar days of delivery.
• Products must be unused, undamaged and in substantially original condition.
• Products must be returned in original packaging whenever reasonably possible.
• All accessories, cables, documentation and components must be included.
• A valid proof of purchase, invoice number or order reference must be provided.
• Products must not have been materially deployed, activated for live or production use, locked to a customer account, provisioned to a third-party CMS platform, customized, modified or altered in a way that prevents the product from being returned to factory condition or resold as new, unless EV4 LLC has approved the return in writing.
Returns shipped without prior authorization may be refused and returned to the sender at the sender’s expense.
2.1 Final Sales
Except as expressly provided under this Policy or any applicable written warranty, all sales become final fourteen (14) calendar days after delivery.
After this period, products are not eligible for return, refund, exchange or credit unless:
• the product is covered by EV4 LLC’s standard limited warranty;
• the product is covered by a valid DSDevices® 3-Year Extended Warranty;
• a return is approved in writing by EV4 LLC; or
• otherwise required by applicable law.
Nothing in this section limits any warranty rights expressly provided by EV4 LLC in this Policy, a separate written warranty or a commercial agreement between EV4 LLC and the customer. - Faulty Products and Warranty — RMA Process
3.1 Remote Diagnostics
Before authorizing a return, EV4 LLC may require customers to participate in remote troubleshooting and diagnostic procedures.
Customers agree to provide reasonable cooperation to assist in identifying and resolving reported issues.
Remote diagnostics may include review of device information, serial number, firmware version, app version, DSD Selector App status, CMS selection status, provisioning status, configuration information, network information, error reports, diagnostic logs and other relevant support information.
A product will not be treated as faulty solely because of issues caused by third-party CMS platforms, CMS account issues, CMS subscriptions, customer network settings, firewall restrictions, internet connectivity, customer configuration, unsupported applications or incorrect use of the DSD Selector App.
3.2 Standard Warranty Coverage
Unless otherwise specified in writing, eligible DSDevices hardware supplied by EV4 LLC is covered by a one (1) year Return-to-Base (RTB) limited hardware warranty from the date of shipment.
The warranty applies to qualifying defects in materials and workmanship in the physical hardware under normal use and service.
The warranty does not guarantee uninterrupted or error-free operation of the DSD Selector App, firmware, third-party applications, third-party CMS platforms, network services, customer configuration or external services.
The warranty does not apply to products that:
• have been modified, altered, repaired or serviced by unauthorized parties;
• have been improperly installed, handled, stored, maintained, configured, provisioned, deployed or operated;
• have been damaged due to misuse, abuse, negligence, accident, environmental conditions or unauthorized modifications;
• have had warranty labels, serial numbers or product identification markings removed, altered or damaged;
• have been affected by unsupported software, unauthorized applications, incompatible CMS platforms, customer network issues, internet connectivity issues, firewall restrictions, CMS account problems, CMS subscription issues, third-party service interruptions or customer-side configuration errors; or
• have been affected by incorrect CMS selection, incorrect provisioning, unsupported configuration, unauthorized app installation or misuse of the DSD Selector App.
3.2.1 DSDevices® 3-Year Extended Warranty
Eligible business customers may purchase the optional DSDevices® 3-Year Extended Warranty for eligible DSDevices hardware.
The Extended Warranty provides warranty coverage for a total period of thirty-six (36) months, comprising:
• the initial 12-month standard DSDevices limited 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 after the original product purchase does not restart the applicable warranty period. The total 36-month warranty period remains calculated from the original product purchase date.
Eligibility, coverage, exclusions, limitations, transfer rights, cancellation provisions and other conditions relating to the Extended Warranty are governed by the separate DSDevices® 3-Year Extended Warranty – Terms and Conditions – United States Business Customers.
Where there is any conflict between this Policy and the applicable Extended Warranty Terms and Conditions concerning an Extended Warranty claim, the Extended Warranty Terms and Conditions shall control.
3.2.2 Warranty Support Through Authorized Resellers
Warranty support may be provided directly by EV4 LLC or through the authorized reseller or distributor from whom the product was purchased.
EV4 LLC may require proof of purchase from EV4 LLC or an authorized DSDevices reseller or distributor before processing a warranty claim.
Products purchased through unauthorized resellers, unauthorized distributors or other unauthorized sales channels may not be eligible for warranty support where the original supply of the product cannot reasonably be verified.
Where warranty support is provided through an authorized reseller or distributor, customers may be directed to contact the original supplier as the first point of contact for warranty assistance.
EV4 LLC reserves the right to reject warranty claims where proof of purchase cannot be provided or where the product’s origin cannot reasonably be verified.
3.2.3 Advance Replacement for Approved Resellers
Approved DSDevices resellers may separately qualify for DSDevices 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 DSDevices product warranty.
Where a 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.
Approval and dispatch of an Advance Replacement does not constitute final acceptance of a warranty claim. Returned products remain subject to inspection and testing in accordance with the applicable warranty and Advance Replacement Service terms.
Advance Replacement is subject to separate reseller service terms.
3.3 RMA Authorization
If a return is approved, EV4 LLC will issue a Return Merchandise Authorization (“RMA”) number.
RMA authorizations are valid for thirty (30) days from the date of issue.
Products returned without a valid RMA number may be rejected.
EV4 LLC may require customers to complete reasonable troubleshooting, reset, data removal, deactivation, deprovisioning or diagnostic steps before an RMA is issued.
The RMA process applies to claims under both the standard limited hardware warranty and the DSDevices 3-Year Extended Warranty unless otherwise agreed in writing.
EV4 LLC may designate an authorized United States third-party logistics provider (“3PL”), warehouse, repair center, service center or other returns facility to receive returned products. The return address will be provided when an RMA is issued.
Customers must not return products to EV4 LLC’s registered office, business correspondence address or any other address unless expressly instructed by EV4 LLC in writing.
3.4 Return Instructions
Customers must:
• clearly display the RMA number on the outside of the shipping package;
• use a reputable, trackable shipping service such as FedEx, UPS or DHL;
• ship products only to the United States return address provided by EV4 LLC at the time an RMA is issued;
• not ship products to EV4 LLC’s registered office or business correspondence address unless expressly instructed to do so;
• where applicable, remove customer data, passwords, CMS credentials, media content, network credentials, account information and other confidential or personal information before return; and
• where applicable, deactivate, disconnect or deprovision the product from third-party CMS accounts, device management systems, customer networks or other external services before return.
EV4 LLC reserves the right to refuse deliveries that do not comply with RMA requirements.
Receipt of a returned product by a 3PL, warehouse, repair center, service center or other designated returns facility does not constitute acceptance of the return, approval of a refund, confirmation of a warranty claim or admission that the product is defective.
All returned products remain subject to inspection and approval by EV4 LLC or its authorized representatives.
3.5 Packaging Requirements
Customers should:
• use original packaging whenever available;
• otherwise use appropriate protective packaging sufficient to prevent shipping damage; and
• include any accessories or components requested by EV4 LLC during the RMA process.
EV4 LLC is not responsible for damage resulting from inadequate packaging.
3.6 Shipping Responsibility
Unless otherwise agreed in writing:
• customers are responsible for all costs associated with returning products to the United States return address designated by EV4 LLC;
• customers assume all risk of loss or damage during return transit until the product is received by the designated returns facility;
• EV4 LLC will pay standard outbound shipping costs for approved warranty repair or replacement products shipped to the customer within the United States;
• original shipping charges are non-refundable; and
• shipping insurance is the customer’s responsibility unless expressly agreed otherwise in writing.
Expedited or enhanced outbound shipping requested by the customer may incur additional charges.
Where a warranty claim is subsequently determined not to be valid, EV4 LLC reserves the right to charge reasonable inspection, repair, return shipping and handling costs.
3.7 Inspection, Repair and Replacement
All returned products will be inspected upon receipt.
Returned products may initially be received by EV4 LLC’s authorized 3PL, warehouse, repair center, service center or other designated returns facility. Such receipt is for logistics purposes only.
Inspection, warranty assessment, repair, replacement, refund approval, credit approval or rejection of a return will be determined by EV4 LLC or its authorized representatives after review.
If EV4 LLC determines that the product is covered under the applicable warranty, EV4 LLC may, at its discretion:
• repair the product;
• replace the product with the same or an equivalent product; or
• provide an alternative remedy as permitted by applicable law and contract.
Replacement products may be new, refurbished or service-replacement products providing substantially equivalent functionality and performance.
Repair or replacement does not restart or extend the original applicable Warranty Period.
Any repaired or replacement product remains covered for the unexpired portion of the Warranty Period applicable to the original product.
Products found not to be covered under warranty may be returned at the customer’s expense or repaired subject to customer approval of applicable charges.
EV4 LLC may reset, reflash, update, erase, repair, replace or reconfigure returned products as part of inspection, repair, replacement or refurbishment.
The customer is responsible for backing up, removing, disconnecting or deprovisioning any data, content, credentials, CMS information, account information, network settings, personal information, confidential information or configuration settings before returning a product.
EV4 LLC is not responsible for loss, deletion, disclosure or alteration of customer data, media content, CMS credentials, configuration settings or other information left on returned products. - Non-Faulty Returns
Non-faulty returns are accepted only with prior written approval from EV4 LLC.
Approved non-faulty returns:
• must be unused and in resalable condition;
• must be returned with original packaging and included accessories;
• may be subject to a restocking fee of fifteen percent (15%) to twenty-five percent (25%) of the original purchase price;
• are subject to inspection and approval upon receipt; and
• will not include reimbursement of original shipping charges.
For clarity, issues relating to CMS selection, CMS account setup, CMS subscriptions, customer network configuration, internet connectivity, firewall restrictions, unsupported applications or customer-side provisioning do not automatically make a product faulty. - Non-Returnable Items
The following items are not eligible for a non-faulty return unless EV4 LLC approves the return in writing:
• used, damaged or materially deployed devices;
• devices that have been activated, provisioned, enrolled, locked or configured for live or production use with a third-party CMS platform, customer account, customer network, device management system or similar service, unless the device has been fully deactivated, deprovisioned, factory reset and returned in resalable condition;
• devices that cannot reasonably be returned to factory condition or resold as new because of customer configuration, account association, security settings, CMS enrolment, installed software, data, media content, credentials or other customer-specific changes;
• custom-built, customized, configured or modified products;
• special-order or non-standard products;
• software licenses, digital products, subscriptions, downloadable content, third-party CMS subscriptions and app or software services;
• products with removed, altered or damaged serial numbers or warranty labels;
• products damaged due to misuse, abuse, negligence, unauthorized modification, unsupported software, incorrect configuration, unauthorized app installation or improper use; and
• products containing customer data, media content, credentials, account information, confidential information or personal information that has not been removed where removal is reasonably possible.
This section does not prevent an eligible customer from making a valid warranty claim for a used, activated, provisioned or deployed product under the applicable standard limited hardware warranty or a valid DSDevices 3-Year Extended Warranty.
For clarity, ordinary evaluation or initial setup testing using the DSD Selector App does not by itself make a product non-returnable, provided the product is returned within the applicable
return period, is not damaged, has not been deployed for live or production use, has been deactivated or deprovisioned from any third-party CMS or customer account, has been factory reset where applicable and is otherwise returned in accordance with this Policy. - Refunds
Approved refunds will be processed following inspection and acceptance of returned products.
Refunds:
• will generally be processed within seven (7) to fourteen (14) business days after approval;
• will be issued to the original payment method whenever practicable or as account credit at EV4 LLC’s discretion; and
• will exclude applicable shipping, handling, customs, duties, taxes and restocking fees unless otherwise required by law.
Refunds do not include fees, subscriptions, licenses, service charges or other amounts paid to third-party CMS providers or other third-party service providers.
Receipt of a returned product by EV4 LLC’s 3PL, warehouse, repair center, service center or designated returns facility does not automatically entitle the customer to a refund.
Refunds remain subject to inspection, approval and the terms of this Policy.
6.1 Extended Warranty Cancellation and Refunds
Cancellation and refund of the DSDevices 3-Year Extended Warranty itself are governed by the applicable DSDevices® 3-Year Extended Warranty Terms and Conditions.
The Extended Warranty is separate from the customer’s right to request a return of the underlying hardware under this Policy. - Disclaimer of Warranties
Except for the express limited warranty stated in this Policy, the DSDevices® 3-Year Extended Warranty where purchased, or another separate written agreement, EV4 LLC disclaims all other warranties, whether express, implied, statutory or otherwise, including any implied warranties of merchantability, fitness for a particular purpose, non-infringement or title, to the maximum extent permitted by applicable law.
EV4 LLC does not warrant that the DSD Selector App, firmware, third-party CMS platforms, third-party applications, network services, customer configurations or external services will be uninterrupted, error-free, compatible, available, secure or suitable for the customer’s intended use.
Nothing in this section limits the express coverage provided under a valid DSDevices 3-Year Extended Warranty. - Limitation of Liability
To the maximum extent permitted by applicable law, EV4 LLC shall not be liable under this Policy for:
• indirect, incidental, special, punitive or consequential damages;
• loss of profits, revenue, business opportunities, goodwill, data, content, media, configurations or credentials;
• costs associated with installation, removal, downtime, replacement systems, reconfiguration, reprovisioning, CMS migration, network configuration or business interruption; or
• third-party CMS failures, CMS unavailability, CMS subscription issues, third-party service interruptions, customer configuration errors, network issues, unsupported software, unauthorized applications or misuse of the DSD Selector App.
EV4 LLC’s total liability relating to any product under this Policy shall not exceed the amount paid by the customer for the specific product giving rise to the claim, except to the extent otherwise provided by an applicable written agreement or required by applicable law.
Where a DSDevices 3-Year Extended Warranty has been purchased, the liability provisions contained within the applicable Extended Warranty Terms and Conditions apply to claims arising under that Extended Warranty.
Nothing in this Policy excludes or limits liability that cannot lawfully be excluded or limited. - Governing Terms
This Business Returns, Refunds & Warranty Policy operates together with EV4 LLC’s:
• Terms and Conditions of Sale;
• Website Terms of Use;
• Privacy Policy;
• Cookie Policy;
• DSDevices® 3-Year Extended Warranty – Terms and Conditions – United States Business Customers, where applicable; and
• any applicable commercial agreement between EV4 LLC and the customer.
In the event of a conflict concerning the underlying sale of a product, the applicable commercial agreement or Terms and Conditions of Sale shall control.
In the event of a conflict concerning eligibility, coverage, exclusions, limitations, cancellation or administration of a purchased DSDevices 3-Year Extended Warranty, the applicable DSDevices® 3-Year Extended Warranty Terms and Conditions shall control.
Use of the DSD Selector App is subject to the applicable Website Terms of Use, Privacy Policy, Cookie Policy and any app or software terms made available by EV4 LLC. - Contact Information
Questions regarding returns, warranties, RMAs, Extended Warranty coverage or DSD Selector App-related diagnostics should be directed to:
EV4 LLC / DSDevices® 8 The Green, Suite R
Dover, DE 19901 United States
Email: info@dsdevices.com
Please contact EV4 LLC before returning any product to obtain an RMA number and return instructions.
Returns must be shipped only to the United States return address provided by EV4 LLC when the RMA is issued. This address may be an authorized EV4 LLC 3PL, warehouse, repair center, service center or other designated returns facility.
Do not return products to EV4 LLC’s registered office at 8 The Green, Suite R, Dover, DE 19901 unless EV4 LLC expressly instructs you to do so in writing.
