Return Policy

This policy explains how to return hardware supplied by iVerified Data PrivateStorage Solutions Holdings Ltd., what we accept and do not accept, and how a return is inspected and resolved. Enterprise infrastructure is not returned in the same way as consumer goods, so the process below is designed around traceability: every return is tracked against a reference so that both parties can see exactly where it stands.

1. Scope

This policy covers hardware supplied under an order we have fulfilled. It sits alongside our Refund Policy, which covers orders that have not yet been despatched, and our Shipping Policy, which covers transit damage and shortages reported at the point of delivery.

2. Nothing may be returned without an RMA number

All returns require a Return Material Authorisation, referred to here as an RMA. Goods sent back without an RMA number cannot be booked in against an order, cannot be traced, and may be refused or returned to sender at the sender cost.

An RMA number is valid for thirty days from issue. If the goods have not reached us within that period the RMA lapses and a new request is needed.

3. Requesting an RMA

An RMA request should be sent in writing and should include:

• The original order or invoice reference.
• Part number, description and quantity for each item.
• Serial numbers for each unit being returned.
• The reason for return, described in enough detail to be actionable.
• For a fault, the symptom, when it appeared, what has been tested, and any diagnostic output or log extract available.
• Photographs of the item and its labelling where the issue is physical.

We acknowledge RMA requests in writing, confirm whether the return is accepted, and issue the RMA number together with the return address and any handling instructions.

4. Reporting windows

• Transit damage, shortage or wrong item. Report within five business days of delivery, following our Shipping Policy.
• Dead on arrival. Report within fifteen calendar days of delivery. An item is treated as dead on arrival where it fails on first power-up or first configuration and has not been placed into service.
• In-warranty fault. Report at any point within the warranty period applicable to that item.

Reports made outside these windows are still reviewed, but the remedy available may be limited to the manufacturer warranty route rather than a return to us.

5. What we accept

• Items despatched in error against the confirmed order.
• Items that do not match the specification stated on the accepted quotation.
• Items damaged in transit, where the damage was reported within the delivery reporting window.
• Items that fail within the applicable warranty period.

6. What we do not accept

• Custom-configured, made-to-order or specially allocated items, where the supplier does not accept returns.
• Items ordered correctly against the client own specification where the specification later proves unsuitable. Configuration is confirmed in writing before order for exactly this reason.
• Items that have been installed and used beyond the point of evaluation, unless the return is a warranty claim.
• Items with removed, altered or illegible serial numbers, asset tags or warranty seals.
• Items damaged by incorrect installation, power irregularity, environmental conditions outside the manufacturer specification, unauthorised repair or modification.
• Software, firmware and licence entitlements once issued.
• Consumables and items described as non-returnable on the quotation.

7. Condition and packaging

Returned items must be complete, including rails, cables, caddies, trays, adapters, licence cards and any accessory supplied with the original consignment. A return that is incomplete may be assessed at a reduced value or refused.

Items must be returned in the original packaging where it is available, or in equivalent protective packaging. Anti-static protection is required for boards, drives and any component that requires it. Damage caused by inadequate return packaging is the responsibility of the sender.

The RMA number must be marked clearly on the outside of the packaging and on the accompanying paperwork.

8. Return shipping and cost

Where the return arises from our error, from a shipping error, or from a valid in-warranty failure, we arrange or reimburse return carriage on the route we nominate.

Where the return arises from a client change of requirement, and we have agreed to accept it, return carriage, insurance and any import charge into the receiving country are the responsibility of the client, along with any supplier restocking charge.

For international returns, the sender is responsible for preparing correct export documentation. Returns should be declared as returned goods, and where possible under the appropriate returned-goods relief, so that the consignment is not held or charged duty a second time.

9. Inspection and outcome

Returned goods are booked in against the RMA number and inspected. We confirm the outcome in writing, normally within ten business days of receipt, and the outcome will be one of the following:

• Repair or replacement of the item.
• Credit against the order.
• Refund, processed under our Refund Policy.
• Return of the item to the client where the reported fault is not found or the return falls outside this policy. Where that happens we set out what was tested and what was found.

10. Warranty

Hardware carries the warranty offered by its manufacturer for that product and region. The warranty period, the service level and whether the warranty is return-to-base, advance replacement or on-site are properties of the product and are stated at quotation stage where they are known.

We do not extend, shorten or substitute a manufacturer warranty, and we make no warranty commitment beyond the one attached to the product supplied. Where a claim must be made directly with the manufacturer, we say so and assist with the documentation.

11. Advance replacement

Advance replacement is available only where the product warranty provides it, or where it has been agreed in writing for a specific order. Where an advance replacement is issued, the faulty unit must be returned within the period stated on the RMA, otherwise the replacement becomes chargeable.

12. Data on returned equipment

Storage media must be sanitised or removed before any equipment is returned. The client remains responsible for the data held on any device sent back to us, and for meeting their own retention, confidentiality and regulatory obligations before despatch.

Where a device is received still holding client data, we handle it as confidential, isolate it, and contact the client for instruction before any further processing.

13. Contact

RMA requests and return enquiries should be sent with the order reference through the contact details published on our Contact page.

iVerified Data PrivateStorage Solutions Holdings Ltd., 534 17 Ave SW, Unit 534, Calgary, Alberta, Canada T2S 0B1. Company No. 1673457-0.