Shipping, DOA & Returns Policy

Shipping

Dispatch & Delivery Timeline

For in-stock items, RelayVera normally dispatches the goods within 2 business days after order and payment confirmation. Estimated delivery to the customer-designated destination is generally within 14 days after dispatch, depending on the destination and logistics conditions. Customs clearance, weather conditions and other force majeure events may affect actual delivery time, and RelayVera does not guarantee delivery within this window under such circumstances.

For non-stock or backorder items, RelayVera will provide the estimated time of arrival (ETA) from the original manufacturer in good faith. RelayVera commits to relaying the manufacturer's ETA accurately but does not guarantee the manufacturer's estimated timeline. After receiving the goods from the manufacturer, RelayVera will dispatch within 2 business days. Estimated delivery to the customer-designated destination is generally within 14 days after dispatch, subject to the same caveats regarding customs, weather and force majeure.

Delivery terms: EXW by default (Hong Kong / Guangzhou / Shenzhen). FOB, CIP, DAP, and DDP available on request.

International Logistics & Customs Terms

  1. Default Logistics Terms: We default to using FOB (Free On Board) or EXW (Ex Works) trade terms to handle international logistics for all orders, and the specific scope of rights and obligations shall be implemented in accordance with the relevant provisions of the Incoterms.
  2. Customized Logistics Terms: If the customer has other logistics term requirements, the two parties can negotiate and confirm in advance for each individual order, and the agreed logistics terms shall be clearly indicated in the formal quotation/invoice.
  3. Logistics Cost & Customs Duties: The total price of the product quoted by us includes the product cost and the logistics cost corresponding to the agreed trade terms (excluding local customs duties, import taxes, clearance fees and other related charges of the destination country). All the above-mentioned local charges of the destination country shall be borne by the customer; we can assist in providing commercial invoices, packing lists and other documents required for customs clearance, but we do not guarantee the customs clearance result of the destination country, and shall not bear any liability arising from customs clearance issues of the destination country.
  4. Risk Transfer: The risk of loss, damage, delay and other risks of the goods shall be transferred in accordance with the agreed trade terms; after the goods are delivered in accordance with the terms, we can assist the customer in claiming compensation from the logistics provider for logistics problems, but shall not bear the compensation liability ourselves.

Goods Inspection & Confirmation

The customer shall inspect the goods within 7 natural days after receiving the goods, including the integrity of the packaging, the consistency of the product quantity and the normal operation of the product functions. If any problems such as damaged packaging, missing quantity, or functional failure of the product are found, the customer shall immediately notify us in writing and provide relevant proof materials (including photos, test reports, etc.). If the customer fails to raise an objection in writing within the above time limit, it shall be deemed that the customer has confirmed that the goods are intact and qualified, and we will no longer accept the relevant objection to the goods.

DOA & Warranty

Product Warranties & Limitation of Liability

Distributor Role & Manufacturer Warranties

RelayVera acts solely as a distributor and reseller of ICT products. We are not the manufacturer of the products sold on this Site.

Manufacturer Warranty Coverage

  • Most new products sold by us include a warranty provided directly by the original manufacturer (e.g., Cisco, Aruba, Huawei, HPE, Juniper).
  • Warranty terms, duration, coverage scope, and claim procedures are governed solely by the manufacturer's published policies, which may vary by product, region, and customer type.
  • RelayVera assists customers in submitting RMA and DOA requests to the manufacturer or authorized service center on their behalf. We do not perform repairs, replacements, or technical diagnostics directly unless expressly agreed in writing.

How to Submit a Warranty Request

To initiate a warranty or DOA request, please contact us at [email protected] with your order number, product model and serial number, and a description of the issue. RelayVera will coordinate with the manufacturer or authorized service center on your behalf.

Dead-on-Arrival (DOA) & Initial Defects

We understand that enterprise customers rely on equipment functioning correctly upon delivery.

  • DOA Window: If a product is defective or non-functional upon receipt, the customer must notify us within three (3) calendar days of delivery.
  • Hardware Return Requirement: The customer must return the suspected defective unit to our designated warehouse for physical and technical verification. The freight and any associated customs clearance costs for this return shipment shall be borne by the customer.
  • Verification: We will verify the defect in coordination with the manufacturer. This process requires diagnostic logs, serial number confirmation, photos, and inspection of the returned unit.
  • Resolution: If verified as a valid DOA, we will facilitate a replacement or repair through the manufacturer at no equipment cost to you. Under standard commercial terms, while the customer bears the return freight, we will cover the logistics costs for shipping the replacement or repaired unit back to the customer's original delivery address.
  • Exclusions: DOA coverage does not apply to damage caused by improper handling, incorrect installation, unstable voltage/power issues, or any unauthorized hardware/firmware modification after delivery.

Limitation of Our Liability

To the fullest extent permitted by applicable law, including Hong Kong's Control of Exemption Clauses Ordinance (Cap. 71) and Sale of Goods Ordinance (Cap. 26):

  • RelayVera does not make any warranties, representations, or guarantees regarding products beyond those expressly provided by the manufacturer.
  • We are not liable for:
    • Product performance, compatibility, or fitness for a particular purpose (these are the manufacturer's responsibility);
    • Consequential, incidental, or indirect damages (e.g., business interruption, data loss, lost profits) arising from product use or failure;
    • Delays or failures in manufacturer warranty service, repair, or replacement.

Statutory Rights Preserved Nothing in this section excludes, restricts, or modifies:

  • Any implied conditions or warranties under Hong Kong law that cannot be legally excluded (e.g., title, quiet possession, correspondence with description);
  • Your statutory rights or remedies under applicable consumer protection or commercial legislation;
  • Liability for death or personal injury resulting from our negligence.

Enterprise Customer Agreements

For business customers with signed Master Purchase Agreements, Statement of Work, or other written contracts, warranty and liability terms shall be governed by the specific provisions of such agreements, which may provide enhanced protections or services beyond these general terms.

Default Warranty

  • Warranty: 1 year by default. Extended warranty is available for purchase. Multi-year extensions are typically manufacturer-provided and require a separate order. Limited quantities may qualify for third-party maintenance assistance, handled case by case.

Returns

Return Policy

Commercial Product Disclaimer & General Principle Since the products offered on this Website are specialized commercial-grade equipment and technical solutions, the specifications, performance, and compatibility of which can be clearly evaluated by professional technical personnel prior to purchase, ALL SALES ARE FINAL. We do not accept returns or exchanges for non-product quality reasons (including but not limited to ordering errors, project cancellations, or technical incompatibility) as a standard policy.

Exception for Non-Quality Return Requests Any request for a non-quality return constitutes a rare exception and is subject to our sole and absolute discretion. For such a request to even be considered for evaluation, the customer must strictly satisfy the following pre-conditions:

  • Timely Written Application: The customer must submit a formal written return application within three (3) natural days after receiving the goods;
  • Pristine Condition: The goods must be in their original, unopened, unactivated, and factory-sealed packaging state, completely free of any damage, deformation, scratches, or any other conditions that may affect secondary commercial sales;
  • Management Approval: The return application must pass our strict internal compliance review and obtain our formal, written approval signed by an authorized company representative. Submission of an application does not guarantee approval.

Restocking Fee and Costs of Non-quality Return If an exceptional non-quality return is formally approved in writing, the customer shall be subject to the following financial obligations:

  • Restocking Fee: A restocking and inspection fee equal to [20%] of the total product purchase price will be deducted from the refund.
  • Cost Burden: All costs and risks arising from the return (including but not limited to original and return international freight, customs duties, clearance fees, logistics insurance, and warehousing fees) shall be solely borne by the customer. We will only refund the remaining balance after receiving the returned goods, completing a professional re-inspection, and confirming full compliance with our return standards.

Quality-related Return & Exchange For return, repair, or exchange requests due to inherent product quality defects (including Dead-on-Arrival / DOA), the processing shall be strictly governed by the DOA & Warranty section above.

Unapproved Return Prohibition Without our prior, explicit written approval, the customer shall not return any goods on its own. We reserve the right to reject and refuse signature for any unauthorized returns. All resulting risks, losses, and costs (including abandoned cargo fees, return freight, customs fees, and warehousing fees) shall be fully and exclusively borne by the customer.

Order Cancellation & Change

  1. The customer may apply for order cancellation or change only before the goods are shipped (for in-stock products) or before we place the order with the manufacturer (for to-be-ordered products). The cancellation or change application shall be submitted to us in writing, and shall be subject to our review and confirmation.
  2. If the customer's order cancellation or change causes direct losses to us (including manufacturer ordering fees, logistics reservation cancellation fees, price difference losses, etc.), the customer shall bear the corresponding losses. By default, an order deposit of 30%–50% of the total order value is required when placing an order with the manufacturer or authorized distributor. The actual deposit ratio may vary depending on the manufacturer, product category and supply channel, and will be confirmed on a per-order basis.
  3. For mixed orders of in-stock and to-be-ordered products, the cancellation and change rules shall be implemented separately according to the nature of the products, and the relevant losses shall be borne by the customer in accordance with the above provisions.
Chat on WhatsApp Chat on Telegram