REFUND / RETURN POLICY

1. General Return Policy

Products supplied by ExosysNetworks are not automatically eligible for return.

A return request may be considered in circumstances such as:

• Incorrect product supplied
• Incorrect model supplied
• Incorrect quantity supplied
• Product received with visible transit damage
• Product confirmed as Dead on Arrival (DOA)
• Material mismatch with the confirmed order
• Other cases expressly approved by ExosysNetworks

All return requests are subject to verification and applicable OEM/distributor policies.

2. Return Request Period

Customers should inspect products immediately upon delivery.

Any issue relating to:

• Physical damage
• Incorrect product
• Incorrect model
• Quantity shortage
• Missing items
• Broken packaging/seal
• Visible transit damage

should preferably be reported within 48 hours of delivery.

For DOA or functional defects, the applicable OEM's DOA/warranty reporting period will apply.

Reporting an issue within this period does not automatically guarantee return or replacement; eligibility will be determined after verification.

3. Conditions for Return

Where a return is approved, the product should generally be returned with:

• Original OEM packaging
• Original box
• Product accessories
• Manuals
• Cables
• Adapters
• Warranty documentation
• Promotional items supplied with the product
• Serial-number labels
• Original invoice/delivery documentation where required

The product should not have been unnecessarily altered, damaged or modified by the customer.

4. Incorrect Product Supplied

If ExosysNetworks supplies a product that materially differs from the confirmed model or specification in the accepted order, please notify us promptly.

After verification, ExosysNetworks may arrange:

• Replacement with the correct product
• Collection of the incorrectly supplied product
• Commercial adjustment
• Refund where replacement is not reasonably possible

This does not apply where the customer approved a substitute or alternative product before delivery.

5. Quantity Shortage

Customers should verify the quantity of products at the time of delivery wherever reasonably possible.

If there is a shortage, please provide:

• Purchase Order number
• Invoice number
• Delivery challan
• Product details
• Quantity ordered
• Quantity received
• Photographs where applicable

After verification, we may arrange delivery of the missing quantity or an appropriate commercial adjustment.

6. Transit-Damaged Products

If a product appears physically damaged during transportation, the customer should, wherever possible:

• Photograph the outer packaging
• Photograph the damaged product
• Photograph the shipping label
• Note damage on the delivery document
• Preserve all packaging
• Record an unboxing video for high-value products where practical

The issue should be reported promptly to ExosysNetworks.

Transit-damage claims may be subject to verification by the courier, transporter, distributor, OEM or insurance provider.

7. Dead on Arrival (DOA)

Products suspected to be Dead on Arrival (“DOA”) will be processed according to the applicable OEM/distributor DOA policy.

DOA verification may require:

• Product serial number
• Product testing
• OEM diagnostic report
• Distributor verification
• Technical troubleshooting
• Original packaging
• Complete accessories

Final DOA approval may be issued by the relevant OEM or distributor.

ExosysNetworks will make reasonable efforts to assist customers with the DOA coordination process.

8. Product Defect After DOA Period

If a product develops a technical fault after the applicable DOA period, it will normally be handled under the manufacturer's warranty rather than as a return.

Depending on the product and warranty entitlement, the OEM may provide:

• Repair
• Part replacement
• Product replacement
• Onsite service
• Carry-in service
• Other warranty support

ExosysNetworks may assist with OEM warranty/RMA coordination where applicable.

9. Change-of-Mind Returns

For enterprise/B2B procurement transactions, products will generally not be accepted for return merely because the customer changes their mind after order confirmation or delivery.

This includes situations where:

• Requirement changed internally
• Product is no longer required
• Project was cancelled
• Budget changed
• Customer selected the incorrect model
• Another supplier subsequently offered a lower price
• Customer ordered excess quantity

Customers should carefully verify technical and commercial requirements before confirming an order.

10. Customer Ordering Error

If a customer orders the incorrect:

• Product
• Model
• Part number
• Specification
• Quantity
• License
• Subscription

ExosysNetworks is not automatically responsible for accepting the return.

Where possible, we may request the OEM/distributor to accept the product back, but approval cannot be guaranteed.

Restocking and other applicable charges may apply.

11. Non-Returnable Products

Subject to applicable law and specific contractual terms, the following products may generally be non-returnable once ordered, supplied, opened, registered or activated:

• Special-order products
• Back-to-back procurement products
• Customized products
• CTO/BTO systems
• Custom-configured servers
• Custom storage systems
• Imported products
• Project-specific hardware
• Activated software licences
• Cloud subscriptions
• Security subscriptions
• OEM support packs
• Warranty extensions
• Activated firewall licences
• Digital products
• Consumables
• Opened printer consumables
• Customer-specific configured equipment
• Products procured specifically against a confirmed B2B Purchase Order

12. Software Licences

Software licences and digitally delivered products are generally non-returnable and non-refundable once:

• Licence key is generated
• Licence is activated
• Licence is assigned
• Subscription is provisioned
• Account is created
• OEM/vendor order is processed

This may apply to:

• Microsoft licences
• Productivity software
• Cybersecurity licences
• Endpoint security
• Backup software
• Virtualization software
• Operating-system licences
• Firewall subscriptions
• Other commercial software

Any exception will depend on the applicable software publisher's policy.

13. Cloud & Subscription Services

Cloud, SaaS and subscription-based services may be non-refundable after activation or provisioning.

Where cancellation or credit is available, it will be subject to the relevant provider's terms and the commercial agreement with ExosysNetworks.

14. Customized / CTO / BTO Products

Customized products are generally non-returnable unless they are materially defective and qualify under applicable OEM warranty or DOA provisions.

This may include:

• Configure-to-Order (CTO) systems
• Build-to-Order (BTO) systems
• Customized servers
• Customized storage
• Custom networking configurations
• Pre-configured equipment
• Customer-specific hardware

15. Opened Products

An opened product is not automatically eligible for return.

For non-defective products, opening the original OEM packaging may affect return eligibility.

Where a return is approved, the product should ordinarily remain in resalable condition unless it is being returned due to an eligible defect or transit damage.

16. Serial Number Verification

All returns involving serialized IT products may be subject to serial-number verification.

The serial number of the returned product must correspond with:

• ExosysNetworks invoice
• Delivery record
• OEM/distributor record

Products with altered, removed or mismatched serial numbers may not be accepted.

17. Return Authorization

Customers should not return products to ExosysNetworks without prior approval.

After reviewing a request, ExosysNetworks may issue return instructions or coordinate an OEM/distributor RMA process.

Unauthorized returns may be refused.

18. Return Shipping

Responsibility for return-shipping charges depends on the reason for return.

If the return is due to a verified ExosysNetworks supply error, applicable return logistics may ordinarily be coordinated by us.

Where a discretionary return is accepted for reasons attributable to the customer, return freight and related charges may be borne by the customer.

19. Product Inspection

All returned products may be inspected before replacement, credit or refund approval.

Inspection may verify:

• Product condition
• Serial number
• Physical damage
• Missing accessories
• Packaging
• Usage
• Activation status
• Warranty status
• Configuration
• Reason for return

The final settlement will depend on the inspection findings and applicable OEM/distributor terms.

20. Replacement

Where an eligible product is approved for replacement, ExosysNetworks may arrange a replacement subject to stock availability.

Replacement may be:

• Same model
• Equivalent model, with customer approval
• OEM-approved replacement
• Distributor-approved replacement

Replacement timelines may depend on OEM/distributor availability.

21. Refund Eligibility

A refund may be considered where:

• An eligible return has been approved
• Incorrectly supplied product cannot reasonably be replaced
• An order is validly cancelled before fulfilment
• ExosysNetworks is unable to supply an accepted order
• Refund is otherwise required under applicable law or agreed contractual terms

Refund approval remains subject to commercial reconciliation.

22. Refund Amount

Where a refund is approved, the amount may be adjusted for applicable and legally permissible charges such as:

• Restocking charges
• Return freight
• Forward freight
• OEM/distributor charges
• Payment processing charges
• Customization charges
• Services already delivered
• Other agreed non-refundable costs

The applicable deductions, if any, will depend on the circumstances of the transaction.

23. Refund Processing Time

Approved refunds will generally be initiated within 7–15 business days after:

• Return approval
• Receipt of returned product where applicable
• Product inspection
• OEM/distributor confirmation where required
• Submission of required documentation
• Commercial reconciliation

The customer's bank or payment provider may require additional processing time.

24. Refund Method

Approved refunds will generally be processed through an appropriate method based on the original transaction and accounting requirements.

This may include:

• Bank transfer
• Original payment method where supported
• Account adjustment
• Credit note
• Adjustment against another order, where mutually agreed

Cash refunds will generally not be issued for transactions originally paid through banking or digital channels.

25. B2B Credit Notes

For B2B transactions, an approved return/refund may require issuance of an appropriate:

• Credit note
• Debit note
• GST adjustment
• Commercial settlement document

The customer may be required to provide relevant documentation to complete the accounting process.

26. GST & Tax Adjustments

Refunds and returns involving GST invoices will be processed subject to applicable tax requirements.

Customers may be required to cooperate with documentation necessary for lawful tax adjustments.

27. Restocking Charges

Where ExosysNetworks or the upstream supplier accepts a non-defective product return as an exception, a restocking charge may apply.

The applicable charge will depend on:

• OEM policy
• Distributor policy
• Product condition
• Packaging condition
• Product category
• Logistics cost
• Recoverable/resale value

Any applicable charge should be communicated during return approval.

28. Services Are Not Physical Returns

Professional services that have already been delivered cannot be physically returned.

This may include:

• Installation
• Configuration
• Engineering visits
• Remote support
• Consulting
• Migration
• Deployment
• Preventive maintenance
• Project management

Refunds for services, if any, will be governed by the relevant SOW, SLA, AMC/FMS agreement or other service contract.

29. AMC / FMS / Managed Services

Refunds relating to AMC, FMS or Managed IT Services will be governed by the applicable signed agreement.

Charges for services already rendered, manpower deployed, spare parts consumed or other committed costs may be non-refundable.

30. Warranty & RMA

A return request should not be confused with an OEM warranty claim.

Once the DOA/return period has expired, hardware defects will generally be handled through the applicable OEM warranty or RMA process.

ExosysNetworks may assist with:

• Warranty verification
• OEM ticket creation
• RMA coordination
• Distributor coordination
• Replacement coordination

Final warranty decisions remain subject to the applicable OEM terms.

31. Data on Returned Devices

Before returning devices containing storage, customers are responsible for:

• Backing up required data
• Removing confidential information where appropriate
• Signing out of accounts
• Removing passwords where technically required for testing
• Following internal data-security procedures

Examples include:

• Laptops
• Desktops
• Servers
• Storage systems
• NAS
• Smartphones/tablets where supplied
• Other data-bearing devices

Unless specifically contracted otherwise, ExosysNetworks is not responsible for preserving customer data on returned equipment.

32. Accessories & Free Gifts

Where a product is returned, any associated:

• Free accessories
• Promotional products
• Bundled products
• Gifts
• Complimentary licences

may also need to be returned.

If such items are missing, their reasonable value may be deducted from an approved refund where applicable.

33. Refusal of Return

A return may be refused where:

• Product does not qualify under the applicable return conditions
• Serial number does not match
• Product has been physically damaged after delivery
• Product has been modified
• Unauthorized repair has been attempted
• Accessories are materially missing
• Software/licence has already been activated
• Product was specifically customized
• Product was correctly supplied against a confirmed order
• OEM/distributor refuses a discretionary B2B return
• The request is inconsistent with the applicable commercial agreement

This does not affect rights that cannot lawfully be excluded.

34. How to Request a Return / Refund

To request a return, replacement or refund, please contact:

Please use the subject:

“Return / Refund Request – [Invoice / PO Number]”

and provide:

• Customer/company name
• PO number
• Invoice number
• Product name
• Model/part number
• Serial number
• Quantity
• Delivery date
• Reason for return
• Photographs/videos where applicable
• Contact details

Our team will review the request and provide further instructions.

35. Conflict With Commercial Agreement

Where an accepted quotation, Purchase Order acknowledgement, contract, SOW, SLA, AMC/FMS agreement or other specifically agreed commercial document contains different return/refund terms, those transaction-specific terms will take precedence over this general website policy to the extent applicable.