Returns, Exchanges
& Refund Policy

General Principle

All sales by Cisco Suppliers are B2B commercial transactions. Our products are genuine, professionally tested where applicable, and shipped in original manufacturer packaging. We do not accept change-of-mind returns. We do stand fully behind our products in cases of incorrect supply, Dead on Arrival (DOA) hardware, or verified manufacturer defects.

Dead on Arrival (DOA) Claims

If hardware arrives in a non-functional state:

• Notify us at [email protected] within 14 calendar days of delivery
• Provide your order number, the affected model and serial number, and a description of the fault
• Include clear photographs or video of the unit and packaging where possible
• We will verify the DOA claim with the manufacturer where required

Once a DOA is confirmed, we will arrange one of the following at our discretion (in consultation with the Buyer):

• Replacement unit of the same model
• Alternative equivalent model if the original is no longer available
• Full refund of the product value (excluding shipping costs)

Incorrect Items Supplied

If we dispatch a different product to what was ordered (wrong model, wrong part number), we will cover return shipping and dispatch the correct item at no additional cost. Notify us within 14 days of delivery with your order number and a photograph of the received item label.

Manufacturer Warranty Claims

All products carry the manufacturer’s standard warranty. For defects that manifest after the DOA window (i.e. after 14 days), the process is:

1. Contact us with the serial number and a description of the fault
2. We will assist in initiating a manufacturer RMA (Return Merchandise Authorisation)
3. The manufacturer will assess the unit and proceed with repair, replacement, or rejection per their warranty terms

Warranty periods for common products:

• Cisco networking products: Typically 1–5 years (varies by product line; confirm via cisco.com warranty lookup)
• Fortinet appliances: 1 year hardware warranty (extendable with FortiCare)
• Dell PowerEdge servers: 1–3 years (ProSupport options available)
• Synology NAS: 2–5 years depending on model
• NVIDIA GPU cards: 3 years

Non-Returnable Items

The following cannot be returned or refunded under any circumstances:

• Products that have been physically damaged after delivery (drops, liquid damage, improper installation)
• Products with removed, altered, or defaced serial number labels
• Software licences, SaaS subscriptions, and digital activation codes once activated
• Custom-configured or custom-ordered hardware (made to order or special import)
• Products returned without prior written authorisation from Cisco Suppliers

Return Shipping

• DOA or incorrect supply: Cisco Suppliers covers return shipping costs
• Manufacturer warranty returns: Buyer covers outbound shipping to the manufacturer service centre; manufacturer covers return in most cases
• All returns must use a trackable shipping method and be insured for the full product value
• Do not ship returns without a written RMA number from us — unauthorised returns will be refused

Refund Processing

Approved refunds are processed within 10–15 business days of receiving and verifying the returned goods. Refunds are issued via the same payment method used for the original transaction (bank wire to the same account). We cannot process refunds to a different bank account or entity than the original payer without written authorisation and supporting documentation.

How to Initiate a Claim

We respond to all return requests within 2 business days.