Return and Refund Policy
Last updated: 23.01.2025
General Overview
We strive to ensure customer satisfaction with each order. Because we often build systems on demand, our return policies differ from those of businesses that carry stocked inventory. By placing an order with us, you acknowledge that you have read and agree to this Return and Refund Policy, along with our other applicable policies (e.g., Shipping Policy, Terms of Service).
Eligibility for Returns
Built-to-Order Products
Each system is custom-built per your specifications. Returns for non-objective reasons—such as a change of mind or incorrect selection—are generally not accepted.
In rare circumstances, if the order can be canceled before we procure parts or begin assembly, we may offer a partial refund or store credit. This is assessed on a case-by-case basis.
Standard or Stocked Products (If Applicable)
Certain popular or pre-configured items may be stocked. If so, returns are possible if the product is unused, in its original packaging, and returned within 14 days of receipt, along with proof of purchase.
If the return is not due to a defect, damage, or our error, you may be responsible for shipping costs and any applicable restocking fees.
Damaged, Defective, or Incorrect Items
We accept returns for items that are defective, damaged in transit, or shipped incorrectly.
Report such issues within 5 business days of receiving the item, including photographic or video evidence if possible.
Non-Returnable Items
Customized Software Licenses
Digital downloads, subscription services, or custom software licenses become non-returnable and non-refundable once delivered or activated.
Consumable Parts
Opened or used consumables such as batteries or cables may not be eligible unless they arrived defective.
Clearance Items
Products sold as “final sale” or “clearance” are not returnable unless they are defective upon arrival.
Return Process
Contact Customer Support
Email us at support@iocentral.ai or call (+44) 0177 247 5212 with your order number, reason for return, and any supporting documentation (photos, videos, etc.).
If returning an item due to damage or defect, please provide clear evidence of the damage (e.g., pictures of the packaging and product).
Return Merchandise Authorization (RMA)
If eligible, we will issue an RMA number and provide return shipping instructions.
Returns sent without an RMA number may be refused or delayed in processing.
Packaging and Shipping
Returned products must include all original accessories, manuals, cables, and protective materials.
You are responsible for proper packaging to prevent in-transit damage.
Unless the return is due to our error or product defect, you are responsible for return shipping costs.
Inspection and Restocking Fees
Inspection Period
Upon receiving the returned item, our technicians will inspect it within 3 business days to verify it meets the stated return criteria.
Restocking Fee
Custom Builds: A restocking fee of 10% may apply if parts have been procured, or if the build is partially or fully assembled.
Stocked Items: Restocking fees vary based on product condition and packaging. Unopened items may not incur a fee.
Refunds and Credits
Reason for Return
Defective or Incorrect Shipment: If the item is defective or we shipped the wrong product, you may receive a full refund or replacement (including shipping costs).
Non-Objective Reason: If the return is not due to our error or a product defect (e.g., a change of mind), we will deduct all applicable taxes, labor costs, component costs, time spent building the system, and shipping fees from the paid price before issuing any refund.
Refund Method
Approved refunds will be credited to your original payment method. You will receive a confirmation once the refund is processed.
Depending on your financial institution, the credit may take additional time to appear in your account.
Shipping Costs
Original shipping costs are non-refundable unless the return is due to our error.
Partial Refunds
If items are returned with missing parts or show signs of use or damage, you may receive only a partial refund at our discretion.
Order Cancellations
Before Production
You can request a cancellation if we have not started assembling your custom build or purchased components. A full or partial refund may be available.
After Production Has Begun
If production has started or parts have been procured, you may be responsible for restocking fees, labor costs, and any non-returnable components.
Exchanges
Custom Builds
Exchanges for different specifications on a custom build are typically not possible once production has started. You may inquire about upgrading or modifying your build for an additional fee.
Defective or Incorrect Items
We will repair or replace defective or incorrectly shipped items as covered by the applicable warranty and these return policies.
Contact Us
For any questions or to initiate a return, please reach out:
Email: support@iocentral.ai
Phone: (+44) 0177 247 5212
Address: IOCentral it is the AI Infrastructure Division of Rival Scope LTD, England, United Kingdom www.rivalscope.co.uk, 4th Floor, Propeller Hub, Media Factory, Preston, PR1 2XY
By placing an order with us, you agree to the terms outlined in this Return and Refund Policy. We reserve the right to modify or update this policy at any time; any changes will be posted on this page and will take effect immediately upon posting.
