Refund and Returns Policy

1. General Conditions for Returns

The Customer shall notify Cloud Appliances within five (5) working days of any delivery discrepancies, order errors or Product damages

• RMA Number: A Return Merchandise Authorization (RMA) number is required for all returns and is valid for 5 days from issuance.
• Purchase Verification: Returns are only accepted for products purchased from our store, verified via invoice number and, if applicable, serial number.
• Return Window: Products must be returned within 5 days of receiving the RMA number.

2. Reasons for Returns

• Dead on Arrival (DOA): Returns for DOA products follow the manufacturer’s conditions and must be reported within 5 days of receipt.
• Warranty Products: Returns for warranty-covered items may be subject to the manufacturer’s specified return address. We handle returns according to the manufacturer’s warranty terms.
• Customer Error: Returns due to customer error must be in mint, unopened condition and are subject to a restocking fee. Special orders and custom configurations are non-returnable.
• Delivery Discrepancies: Report any delivery discrepancies within 5 days. Ensure the carrier’s Proof of Delivery (POD) notes any discrepancies.

3. Returning Goods

• Packaging: Products must be securely packed with the RMA number clearly displayed. Original packaging should be intact, without any markings.
• Inspection: Returned items will be inspected upon receipt. Credit or replacement will be issued if the product is in satisfactory condition.
• Non-Faulty Returns: Non-faulty items must be unopened and in original condition. We reserve the right to charge for bringing products to saleable condition.
• Faulty Products: Faulty items will be tested. If found not faulty, the item will be returned at the customer’s expense, and a testing fee may apply.
• Licenses, Smartnet & Maintenance Contracts are subject to Vendor approval and will only be authorised for Credit upon this approval being granted.

4. Refunds and Exchanges

• Refunds: Approved returns will be processed within 14 business days. Original shipping costs are non-refundable.
• Exchanges: Specify desired replacements when initiating the return. Exchanges are subject to availability.
• Restocking Fee: A restocking fee of 15% or a minimum of £50 (whichever is higher) may apply to customer error returns.
• Return Cost: Return shipping costs for packages up to 30 kg may be up to £30, depending on the package size, weight and reason for return, as outlined in Clause 2. For packages exceeding 30 kg, return costs will be determined on a custom pricing basis.

5. Order cancellation

Order cancellations are subject to Vendor approval and the order processing stage. Some products and licensing are Non-Cancellable and Non-Refundable as per vendor policy. Once processed with Cisco/Meraki, orders cannot be canceled, changed, or returned (RMA).

Cancelled order refund:

• Order paid with Direct Bank Transfer – approved cancellation will be refunded in full.
• Order paid with Credit/Debit card – approved cancellation will be refunded but the 3% card processing fee – charged on checkout – will be deducted from the refunded amount.

6. Contact Information

Customer Service: For assistance, contact our customer service at customerservices@cloudappliances.co.uk or 0203 880 8840