Returns and warranty

Last updated: 16 October 2026

We sell new, refurbished and open-box hardware, plus licences and support contracts. If hardware arrives faulty, we put it right quickly. This page explains what is covered, for how long, and how to make a claim.

At a glance

What you bought	Cover with us	After that
New hardware	7 days dead on arrival (DOA): replacement or refund	Confirm any additional coverage before purchase
Refurbished hardware	Seller warranty stated on the listing, typically 12 months	—
Open-box hardware	Seller warranty stated on the listing, typically 3 months	—
Licences, subscriptions, support contracts	Errors in the order fixed before delivery	No returns or refunds once issued or registered

• Change of mind: not accepted, so please check compatibility before ordering
• Contact: [email protected] with your order number

Dead on arrival (DOA)

A product is dead on arrival if it does not work when first installed in a supported configuration. Examples:

• it does not power on, fails its power-on self-test or reports a hardware fault;
• the host device does not recognise it, or reports it as unsupported, on a platform and software release the manufacturer lists as supported;
• for optics and cables: no link comes up with correct, clean fibre or cabling and a known-good far end, or digital optical monitoring (DOM) shows power far outside the data-sheet range;
• it or its packaging is physically damaged on arrival.

If you report a DOA product within 7 days of delivery, we will, at your choice:

1. ship a replacement at our cost; or
2. refund the price of the product, and its share of the shipping charge, to the original payment method.

DOA cover applies to every condition: new, refurbished and open box.

New hardware: coverage after DOA

Confirm any coverage needed beyond the 7-day seller DOA period in writing before purchase. Manufacturer warranty, host-device coverage and support eligibility are not promised by a listing or invoice. Ask for product-specific confirmation if these are purchasing requirements.

Refurbished and open-box hardware: seller warranty

Refurbished and open-box products carry our own seller warranty. The period is stated on each listing, on your order and on your invoice. Typically:

• Refurbished: 12 months from delivery
• Open box: 3 months from delivery

The seller warranty covers hardware faults that occur in normal use. We will repair or replace the faulty unit, at our choice. If neither is possible, we refund the price you paid for it.

Ask for the listing’s inspection, reset and accessory details before purchase. Please note:

• they may show cosmetic signs of use, such as light scratches or marks; these are not faults;
• accessories may be generic unless the listing says otherwise;
• software licences are not included unless the listing says so;
• manufacturer warranty or support eligibility requires separate product-specific confirmation.

Licences, subscriptions and support contracts

• Before delivery: we confirm what you ordered, the end user and, where needed, the device serial numbers. Any errors are fixed at this stage.
• After issue: there are no returns or refunds once a licence key or entitlement has been issued or registered.
• The service itself (software updates, technical support, hardware replacement under a support contract) is provided by the manufacturer under its own terms.

What is not covered

• Products installed in devices, configurations or software releases that the manufacturer does not list as supported
• Damage caused by mishandling, power surges, electrostatic discharge, liquid, contamination of optical connectors, or use outside the rated environmental range
• Products that have been modified, re-coded, opened or repaired by anyone other than us or the manufacturer, or whose serial labels have been removed
• Consumables and normal wear, such as batteries, and cosmetic marks on refurbished products
• Software faults, configuration problems and data loss. Please back up your data: we do not recover data from returned drives, servers or storage.
• Products that are not faulty, including products ordered by mistake. Change-of-mind returns are not accepted.

How to make a claim

1. Email [email protected] with:
   • your order number;
   • the part number and serial number of the affected unit;
   • the host device or server model and software or firmware version;
   • a short description of the fault, with log lines, error codes or diagnostic results.
2. Wait for a return authorisation (RMA) number and the return address in Singapore before shipping.
3. Remove your data from any drive, server or storage unit, and remove it from any cloud management account (for example, unclaim it from a cloud dashboard).
4. Pack the product securely, in its original packaging where possible, with dust caps fitted on optics, and write the RMA number on the outside of the parcel.
5. Ship it to us. For confirmed DOA claims we refund your return shipping cost or send you a prepaid label. For seller-warranty claims after the DOA period, you pay the shipping to us and we pay the shipping back to you.
6. Once we have checked the unit, we send your repaired or replacement unit, or issue the refund, with the expected timing confirmed for your claim.

Products returned without an RMA number may be refused.

Refunds

• Refunds go back to the original payment method: card, PayPal or bank account.
• The time for a refund to appear depends on the payment provider and your bank.
• Bank-transfer refunds are sent in USD. Any charges made by intermediary banks are not covered.
• We issue a credit note for every refund.

Cancellations before dispatch

You can cancel an order free of charge at any time before it is dispatched, or, for licences and support contracts, before the licence or entitlement is issued. Email us with your order number. After that, the rules above apply.