Refund policy
# Global Returns, Refunds & Asset Protection Policy
This Global Returns, Refunds & Asset Protection Policy ("Policy") establishes the mandatory structural and legal parameters governing post-transaction commercial disputes, inventory reversion, and capital adjustments for all digital acquisitions executed within this ecosystem. By finalizing a trade transaction, the Customer ("Purchaser") enters into an immutable legal covenant with the merchant entity, explicitly bound by the mitigation procedures and validation frameworks detailed below.
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## 1. The Discretionary Reversion Window (Eligibility Criteria)
To preserve operational integrity and counter systemic cross-border merchant abuse, all requests for product return or structural transaction reversal are subject to narrow eligibility windows based strictly on documented carrier telemetry.
* **The Return Window:** All return claims must be formally filed within **14 calendar days** from the exact cryptographic timestamp of "Delivered" logged by the designated international courier network. Requests introduced outside this 14-day allocation are systematically rejected by our administrative APIs.
* **Factory Sealed Condition Requirements:** Due to the specialized technical nature of high-performance consumer hardware, electronics, computing blocks, and display modules, items qualify for discretionary return **ONLY** if they remain entirely unused, unaltered, and enclosed in their original, un-tampered factory packaging with all vacuum seals, serial number decals, and protective laminates intact.
*Discretionary Forfeiture:* Any product that has been powered on, unboxed from its primary protective shielding, configured, or exhibits fractured factory cellophane seals is legally classified as a "Depreciated Asset" and is entirely ineligible for return or refund under discretionary consumer guidelines.
## 2. Mandatory Return Merchandise Authorization (RMA) Protocol
Our global warehousing networks operate via high-velocity automated robotic sorting matrixes. Consequently, arbitrary dispatches returned without dynamic system authorization cannot be categorized, tracked, or processed.
Purchasers seeking an authorized asset return must initiate a formal application via our legal desk (**hello@eltronum.com**). The request dossier must contain: the original transaction identifier, a written statement specifying the objective grounds for asset reversion, and a continuous, unedited high-definition video sequence proving the factory-sealed, un-tampered state of the outer consumer packaging and structural barcode matrix.
Upon positive validation by our compliance review desk, the Purchaser will be issued an official **Return Merchandise Authorization (RMA) Document** along with an explicit international routing address. Packages arriving at any centralized supply node without an active, external RMA label will be permanently rejected and abandoned at the carrier terminal at the Purchaser's expense.
## 3. Allocation of Logistics Costs & Transcontinental Return Routing
As our supply chain framework relies on a decentralized array of international direct-to-consumer processing hubs, the cross-border reverse logistics pipeline requires specialized administrative management.
* **Fiscal Responsibility for Reverse Logistics:** The Purchaser retains absolute, non-reimbursable financial responsibility for all costs, logistics tariffs, export documentation clearances, and cross-border duties required to transport the asset to our designated international return sorting center.
* **Mandatory Tracking Protocols:** All return dispatches must utilize an internationally accredited, tier-one courier network (e.g., DHL, FedEx, UPS) featuring mandatory real-time end-to-end electronic tracking and signature verification on delivery.
The merchant entity assumes zero risk for assets lost, degraded, or intercepted by cross-border customs infrastructure during the reverse transport loop. If a return package fails to log a confirmed delivery signature at our designated facility, the dispute file will be permanently archived with no capital restitution.
## 4. Quality Assurance Inspection & Restocking Adjustments
All incoming authorized dispatches are subject to a mandatory 5-business-day diagnostic audit performed by our Quality Assurance (QA) engineers within the international sorting hub.
This validation process includes verification of matching hardware serial numbers, diagnostic checks for internal moisture entry, assessment for electrostatic discharge (ESD) degradation, and deep analysis of the physical cellular structure of the retail package.
To offset the capital costs associated with specialized handling, technical re-certification, and inventory reintegration, all approved discretionary returns are subject to a mandatory **15% Restocking and Administrative Fee**. This fiscal adjustment will be systematically deducted from the terminal capital refund settlement.
## 5. Damaged, Defective, or Erroneous Shipments (Inbound QA Failures)
In cases where an asset experiences severe functional anomalies or structural deviance directly attributable to manufacturing errors or line-haul transport accidents prior to terminal receipt, the asset is protected under our Core Structural Warranty.
The Purchaser must submit a "Defective Asset Dossier" within **72 calendar hours** of structural delivery. This dossier must include high-definition video documentation capturing the initial unboxing sequence, highlighting the physical damage or mechanical malfunction while demonstrating the unit connected to an official power source.
Upon validation by our technical compliance team, the merchant entity will coordinate either: a comprehensive complimentary replacement dispatch of an identical hardware unit, or a complete 100% capital refund (exempt from restocking fees), alongside a prepaid reverse logistics label if international asset reclamation is deemed necessary.
## 6. Restitution Disbursement & Financial Settlement Timelines
Capital adjustments and refund liquidations are strictly limited to the original payment instrument and merchant bank architecture utilized during checkout (e.g., the specific credit card tokenized via Stripe or the multi-currency corporate wallet allocated by Airwallex).
Following a definitive "Pass" certification from our QA inspection facility, the financial accounting desk will clear the refund within **7 to 14 business days**. Purchaser recognizes that localized clearing banks, credit networks (Visa, Mastercard), and cross-border settlement facilities may require an additional 3 to 10 business days to reflect the capital balance adjustment on the Purchaser’s commercial ledger.
## 7. Systemic Dispute Prevention & Chargeback Mitigation
This institution participates in global merchant protection networks and deploys aggressive anti-fraud monitoring. The initiation of a structural payment dispute (chargeback) with a merchant banking facility without prior exhaustion of the administrative RMA protocols detailed in this Policy will be classified as a material breach of contract.
Our platform reserves the right to present this legally binding Policy, along with cross-border carrier tracking metadata and geo-fenced delivery signatures, to credit networks to systematically defeat fraudulent non-delivery or unverified product variance claims.
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**Merchant Compliance Infrastructure Endpoint:**
For escalations, dispute resolutions, or technical validation, please contact our legal support desk at hello@eltronum.com