Returns, Wrong Delivery, Service & Warranty Policy (B2B)

Last updated: 25.03.2026

1. Inspection on Delivery

The customer is obliged to inspect the products upon receipt and to inform Singular Computer Systems LTD (the “Company”) as soon as possible, and in any event within two (2) calendar days from delivery, of any obvious external damage, shipping damage, delivery error or visibly incorrect product.

After the expiry of the above period, the products shall be deemed to have been received in good external condition, without prejudice to any warranty rights that may apply to hidden defects or manufacturer-covered faults.

2. Delivery of a Wrong Product

A wrong delivery exists where, due to a proven error attributable to the Company, the product delivered is different from, or substantially inconsistent with, the product ordered. Such error may result, for example, from order processing or warehouse handling.

In such cases, and once the error has been verified by the Company, the Company will arrange, at its own cost, the return of the wrong product and the dispatch of the correct product. Such cases will be handled on a priority basis.

3. Returns and Voluntary Withdrawal in B2B Transactions

As the Website is addressed exclusively to traders / business customers, any return, withdrawal, exchange or refund request is subject to the applicable B2B Terms of Use and, where relevant, to the Company’s express acceptance.

Where the Company provides a voluntary return or withdrawal option, the customer may request:

• replacement with another product, subject to price adjustment where applicable, or
• a refund or credit, where approved by the Company and subject to the applicable return conditions.

For further details, please refer to the Terms of Use and, where applicable, the Withdrawal / Return Request Form.

4. Product Returned for Service, Repair or Replacement

Products sold by the Company may be covered by the manufacturer’s warranty, subject to the manufacturer’s own warranty terms, service procedures and limitations. Certain products may also be eligible for DOA (Dead on Arrival) handling, where this is provided by the manufacturer or applicable supplier process.

In the event of a faulty or non-functioning product, whether upon delivery or during the applicable warranty period, the customer may return the product to the Company’s technical department for inspection, diagnosis and further handling, in accordance with the manufacturer’s warranty terms and the Company’s procedures.

Service, repair or replacement may be provided only if all of the following conditions are met:

• the customer complies with the manufacturer’s warranty terms and can provide valid proof of purchase,
• the serial number and identifying marks of the product have not been altered, removed or tampered with,
• the defect or fault falls within the scope of the applicable warranty coverage,
• the product has not been damaged by misuse, improper installation, negligence, unauthorised intervention or external cause.

5. Manufacturer Warranty / DOA Procedures

Many manufacturers offer their own warranty procedures, which may include direct manufacturer support, pickup and return service, onsite support, advance replacement or DOA replacement procedures. Customers are encouraged to consult the relevant warranty documentation of the product in order to determine the exact coverage and process available.

In some cases, it may be faster and more efficient for the customer to contact the manufacturer directly and follow the official manufacturer warranty or DOA process.

Where a DOA process applies, the product may be eligible for replacement within the timeframe and conditions defined by the relevant manufacturer or supplier after technical verification of the reported fault.

6. Service Return Procedure

To return a product for technical inspection, service or warranty handling, the customer should complete the relevant Return / Service Form and follow the instructions provided by the Company’s technical department.

The product should then be sent to the Company’s service department in order to allow technical inspection and verification of the reported defect. If the product is found to be covered by warranty, it may be forwarded to the manufacturer or the authorised repair centre for repair or replacement, in accordance with the applicable warranty process.

After the product is returned from the authorised service channel and has undergone final inspection, the customer will be notified for collection or re-delivery, as applicable.

7. Customer Responsibilities Before Return

Before returning any product, the customer is solely responsible for:

• creating backup copies of all data, files and software stored on the device or storage media,
• removing confidential, personal or business-sensitive data where possible,
• removing passwords, locks or restrictions that may prevent technical inspection where necessary.

The Company accepts no responsibility for loss, corruption, disclosure or recovery of data or software contained in returned products.

8. Packaging and Return Shipment

If the customer is able to visit the physical store, the product may be delivered in person, subject to inspection by the competent member of staff.

If the product is returned by courier:

1. the product should be packed securely, preferably inside an outer protective box,
2. the package should include proof of purchase and a written description of the issue reported,
3. the parcel should be sent to the attention of the Returns / Service Department.

Unless otherwise expressly agreed by the Company, return shipping costs are borne by the customer.

If the returned product does not meet the applicable return conditions, it may be returned to the sender at the sender’s expense.

9. Refunds, Credits and Replacements

Where a return is accepted by the Company, the customer may, depending on the circumstances and the approved outcome, receive one of the following:

• a replacement product,
• a credit note,
• a refund through the original payment method, where approved and applicable.

Cash refunds are not available in all cases. If payment was made by card, any approved refund will generally be processed back to the same card or payment channel used for the original transaction, unless otherwise agreed or required by law.

10. Exclusions

Without limitation to any other applicable exclusions under the Terms of Use or manufacturer warranty terms, return, replacement, refund or warranty handling may be refused where:

• the product has been used improperly or beyond its intended purpose,
• the product has been physically damaged by the customer or a third party,
• the product has been altered, opened, modified or repaired by an unauthorised person,
• the serial number or identifying marks have been removed or tampered with,
• the product is incomplete or missing accessories, packaging or documentation where these are required,
• the claim falls outside the applicable manufacturer warranty or approved return conditions.

11. Limitation of Liability

The Company does not assume liability for the terms, response times, approval criteria or service performance of any manufacturer, authorised repair centre or third-party warranty provider. Repairs, replacements and technical assessments may be carried out by the manufacturer or by authorised service centres, not by the Company itself.

In all cases, the Company will make reasonable efforts to assist the customer in the handling of the relevant process.

The Company reserves the right to refuse a return, refund, replacement or related request where it reasonably considers that the request is abusive, repeated in bad faith, unsupported by the facts, or otherwise contrary to the applicable Terms.

The Company reserves the right to amend this Policy at any time by publishing an updated version on the Website.

12. Contact

For any information regarding this Policy, please contact:
Singular Computer Systems LTD
Tel: +357 25878758
Email: [email protected]