Returns, Refunds and Warranty Policy

Scope and rightsReturn period and conditionHow to requestReturn shipping costsExceptionsRefundsCancellationWarrantyWarranty exclusionsSupport and complaints

1. Scope and statutory rights

This policy applies to products and services sold directly by Rise Systems Company For Trading. It is an additional commercial benefit and does not replace mandatory rights. If applicable law grants a broader right or prohibits an exclusion, the law prevails.

2. Return period and product condition

You may request a return within 14 days of receipt if the product remains in original condition, is unused beyond reasonable inspection, is undamaged and includes all accessories, manuals, gifts, packaging and proof of purchase.

RISYS may inspect the product before approval. Missing items, damage or use beyond reasonable inspection may justify refusal or a lawful deduction reflecting actual loss in value, without limiting statutory remedies.

3. How to request a return or exchange

1. Email the order number, product details, reason and necessary images to [email protected].
2. Wait for approval or return instructions before sending the item.
3. Pack it safely with all contents and proof of purchase.
4. After receipt and inspection, we confirm approval, alternatives or any documented deficiency.

Please report visible damage or missing items within 48 hours of delivery to help us verify the carrier claim. Missing that request does not waive a mandatory right.

4. Return shipping costs

For a change-of-mind return, the customer pays return shipping and original shipping is not refunded after it has been provided, unless RISYS made an error or the item was defective or damaged before delivery. RISYS pays return shipping for a wrong, defective or pre-delivery damaged item after inspection and approval.

5. Exceptions where legally permitted

The following may be non-returnable after fulfilment or configuration, to the extent permitted by law:

• Custom-made, specially ordered or programmed products.
• Software, licences or digital content after activation or code disclosure.
• Services started with the customer’s consent.
• Health, security or inherently non-returnable products after opening where their nature requires it.
• Any category expressly excluded by law.

Where required, the applicable exception will be disclosed before completion.

6. Refund processing

We process an approved refund within up to 14 days after final approval and receipt and inspection of the returned product. Refunds go to the original payment method where possible. The bank or payment provider may take additional time to post the credit.

Bank-transfer refunds are paid only to a verified account in the name of the order owner or purchasing entity. We may request an IBAN and suitable evidence. We do not pay a third party without acceptable documented authorisation and verification. Lawful deductions may be made for damage, missing accessories or services already supplied, with reasons provided and without limiting mandatory rights.

7. Cancellation before shipping

You may request cancellation before preparation or supplier commitment begins. Cancellation may be unavailable, or actual permitted costs may apply, where a custom or programmed product has been ordered from a supplier or a service has begun with consent. Cancellation is effective only when confirmed by RISYS in writing.

8. Product warranty

Products include a one-year manufacturing-defect warranty. A two-year warranty applies only where the product page, quotation or warranty document expressly says so. The period begins on the invoice or delivery date stated in the controlling document.

After inspection, the remedy may be repair, replacement or another appropriate statutory remedy. A temporary replacement is not automatic and depends on stock, case terms and any disclosed fee or security. First-month operational follow-up is support, not an extension or open-ended installation warranty.

Installation-workmanship warranty is project-specific and exists only for the period and terms stated in the quotation or contract.

9. Warranty exclusions

• Misuse, impact, liquid, fire, surge or unsuitable operating conditions.
• Unauthorised installation, repair, opening or tampering.
• Unapproved software or settings, or data and configuration loss unless expressly covered.
• Consumables and normal wear.
• Site network, power, connectivity or infrastructure problems outside the product.
• Any cause shown not to be a manufacturing defect, subject to mandatory law.

After warranty expiry, diagnostic, visit or maintenance fees may apply and are disclosed before paid repair begins.

10. Support and complaints

For returns, warranty, maintenance or complaints, email [email protected]. Include the order number, invoice, issue description and only necessary images or clips. We acknowledge within 2 business days, provide an initial response within 5 business days and target closure within 15 business days, with updates if technical inspection or supplier coordination takes longer.