Refunds, Returns & Cancellations

1. Scope

This policy applies to products and services supplied by ITSA and must be read with the Sales & Service Terms, the relevant quotation or invoice, any signed agreement and the manufacturer’s warranty conditions. If a written quotation or agreement contains product-specific return conditions, those conditions apply to that transaction to the extent permitted by law.

2. What counts as a special or custom order

This includes products not normally held in stock; imported or specifically procured items; configured or built-to-order equipment; project-specific hardware; cut cable or material; activated or provisioned software, licences, subscriptions, domains, certificates and cloud services; and custom development, installation, configuration or professional services.

3. Standard-stock return eligibility

A customer may request approval to return an eligible standard-stock item within 7 calendar days after delivery, unless the quotation, invoice or applicable law states otherwise. A request is not automatically approved. The item must be unused, complete and in resalable condition, in its original undamaged packaging, with all accessories, manuals, seals and serial or asset labels intact.

Returns are not accepted for consumables once opened; hygiene-sensitive goods once unsealed; clearance or final-sale stock; goods damaged by misuse, incorrect installation, power events or unauthorised modification; or any special or custom order described above.

4. Return approval and RMA

All returns require written approval before anything is sent back. Email [email protected] with the quotation or invoice number, SKU/model, serial number where applicable, reason for return and photographs where damage is alleged. If approved, ITSA will issue return instructions and, where required, an RMA reference. Unauthorised returns may be refused.

The customer is responsible for secure packaging and the risk and cost of return transport unless ITSA confirms that the product was supplied incorrectly or is defective on arrival. Risk remains with the customer until the goods are received and inspected.

5. Inspection, fees, refunds and exchanges

Approved non-defective standard-stock returns may attract a handling or restocking fee of up to 15%. Original delivery, freight, installation, call-out, configuration and other costs already incurred are non-refundable unless the return results from a confirmed ITSA error or a mandatory legal remedy.

After inspection, ITSA may approve an exchange, account credit or refund as appropriate. Any exchange is subject to stock availability and payment of any price difference. Approved refunds are processed to the original payment method where practical, or by another agreed method, after inspection and internal approval. Bank and payment-processing times are outside ITSA’s control.

6. Damaged, incorrect or dead-on-arrival goods

Visible shipping damage, missing items, incorrect goods or dead-on-arrival products should be reported within 48 hours after delivery, with photographs of the product, packaging and delivery label. Prompt notice helps preserve courier and supplier claims. Do not discard packaging or attempt repairs before receiving instructions.

7. Warranty claims

A warranty claim is different from a discretionary return. Hardware is subject to the applicable manufacturer warranty, exclusions and diagnostic process. ITSA may need to test the item or submit it to the manufacturer or authorised service centre. Repair, replacement or credit will depend on the warranty provider’s findings and applicable law. Data backup and removal of confidential information remain the customer’s responsibility before equipment is submitted.

Unless a quotation, SLA or project agreement states otherwise, ITSA installation workmanship carries a 3-month warranty. This does not cover third-party failures, customer changes, misuse, environmental conditions, power events or defects in customer-supplied equipment.

8. Software, licences and digital services

Activated, issued, downloaded, registered or provisioned software, licences, subscriptions, domains, certificates, cloud resources and digital services are non-refundable and non-returnable, except where the supplier expressly permits cancellation or a mandatory legal remedy applies. Renewal cancellation must be received before the supplier’s renewal or commitment date stated in the quotation or service notice.

9. Service cancellations and deposits

Cancellations must be submitted in writing. Completed work, time already spent, third-party charges, committed procurement, booked resources and non-recoverable costs are payable and non-refundable. Deposits for special orders, custom work and specifically procured items are non-refundable once supplier costs have been committed or work has started. If ITSA approves another cancellation, reasonable costs already incurred may be deducted from any credit or refund.

10. Ownership and risk

Ownership of goods remains with the registered contracting entity until paid for in full. Risk transfers in accordance with the applicable quotation, invoice, delivery terms or signed agreement. Accepting a return for inspection does not itself transfer ownership or confirm that a refund is due.

11. Contact

Return and cancellation requests: [email protected]. Include the applicable quotation or invoice reference and sufficient supporting information. The formal notice address appears on the applicable quotation, invoice or signed agreement.

Last updated: 10 September 2026.