Returns Policy

RETURNS POLICY

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1. Introduction

1.1 This Returns Policy applies to Intelligent Servers Ltd and its subsidiaries, including Intelligence Hosting Services Ltd and Intelligent Servers BV (collectively, "Intelligent Servers," "we," "our," or "us").

1.2 This policy sets out the terms under which customers may return products purchased from Intelligent Servers. By placing an order with us, you agree to abide by this policy.

1.3 This policy should be read in conjunction with our General Terms and Conditions, which will govern any disputes or interpretations of this document.

2. Return Eligibility

2.1 Customers may return products under the following conditions:

The product was incorrectly supplied or is faulty/damaged upon arrival (Defective Product Returns).
The customer has changed their mind and wishes to return a product in its original condition (Non-Defective Returns).

2.2 We reserve the right to refuse returns in cases where:

The product was specially procured to fulfil the order and is not a stock item.
The product is returned in a non-saleable condition.
The return request is outside the permitted timeframe.
The return is attempted without prior approval from Intelligent Servers.
We see fit to reject a return request for any other reason

3. Non-Defective Returns (Change of Mind or Incorrect Orders)

3.1. If a customer wishes to return a product for any reason other than damage or fault:

The return must be requested within 14 calendar days from the date of delivery.
The product must be unused, undamaged, and in the same saleable condition as when it was delivered.
The item must be packaged to the same standard as it was received to prevent damage in transit.
The customer is responsible for arranging and covering the cost of the return shipment.

3.2 Restocking Fee:

Intelligent Servers does not normally charge a restocking fee.
However, we reserve the right to charge a restocking fee of the higher of £50.00 or 25% of the order value at our discretion for change-of-mind returns.

3.3. Custom Orders & Non-Stock Items:

Products that were specifically procured to fulfil an order and are not typically stocked by Intelligent Servers are non-returnable.

3.4. Credit Notes:

Once the returned item has been received, inspected, and accepted, a credit note will be issued.
Refunds will not be provided for non-defective returns unless at the absolute discretion of Intelligent Servers.

4. Defective or Damaged Product Returns

4.1. If an item is received in a faulty, damaged, or incorrect condition, the customer must:

Notify us in writing within 2 business days of delivery.
Provide clear photographs of the packaging before opening if the outer packaging appears damaged.
Provide clear photographs and serial numbers of the faulty/damaged item.

4.2. Return Approval Process:

Customers must wait for written confirmation from Intelligent Servers before returning any items.
Returns sent without prior approval may be rejected or subject to additional processing fees.

4.3. Replacement & Refund Policy:

In the first instance, we will provide a replacement if a fault is confirmed.
If a replacement cannot be sourced, we will issue either a credit note or a full refund.

4.4. Rejected Returns:

If a return is not accepted but the customer still sends the item, we will hold it for 14 calendar days while the customer arranges collection.
If collection is not arranged within this timeframe, the item will be disposed of at our discretion.

4.5. Failure to Return Original Items for Replacements:

If a replacement has been issued, the customer must return the original faulty item within 14 days.
If the original item is not returned, we reserve the right to cancel the return and issue an invoice for the replacement item.

5. Return Shipping Responsibility

5.1. The customer is responsible for return shipping costs unless:

The return is due to an error by Intelligent Servers (e.g., incorrect item shipped).
The item is deemed faulty, in which case Intelligent Servers will arrange collection of the item.

5.2. The customer is responsible for ensuring the safe return of items until they are received at our warehouse. We recommend using a tracked and insured service to avoid disputes in case of loss or damage during transit.

6. Warranty & Support

6.1. Our standard warranty terms apply to all returned products.

6.2. Intelligent Servers reserves the right to test returned products before approving a replacement or refund.

6.3 Our standard warranty covers the serial numbers listed on the: (i) original VAT invoice, (ii) original sales order, (iii) original delivery note only. The warranty period starts from the date of the original order and will not change.

7. International Returns

7.1. This Returns Policy applies to both UK and international customers.

7.2. For international returns:

Customers are responsible for ensuring all customs declarations and duties are paid when returning an item.
Intelligent Servers is not responsible for delays, customs fees, or returns held at customs.

8. How to Initiate a Return

To initiate a return, please contact your sale / account manager by email. Or, alternatively, an email can be sent to: Email: RMA@intelligentservers.co.uk

When contacting us, please provide:

Order number & invoice number
Reason for return
Photographic evidence (if applicable)
Serial numbers of affected items (if applicable)
Returns will only be processed if approved in writing.

9. Amendments to This Policy

9.1. Intelligent Servers reserves the right to amend this policy at any time without prior notice. The latest version will always be available on our website.

9.2. Your continued use of our services constitutes acceptance of any amendments to this policy.

10. Governing Law & Disputes

10.1. This Returns Policy is governed by and construed in accordance with the laws of England and Wales.

10.2. Any disputes arising from or related to this policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.