Last Updated: 20 August 2024
1. Introduction
At Sevenza Cloud, a division of Sevenza Incorporated, we strive to ensure that our customers are completely satisfied with their purchases. This Returns and Refunds Policy outlines the terms and conditions under which we accept returns and provide refunds for our products and services, including IP cameras, cloud storage, and related security products.
2. Eligibility for Returns
2.1 Physical Products (e.g., IP Cameras, Accessories)
- Return Window: You may return most new, unopened items within 30 days of delivery for a full refund.
- Condition: Returned items must be in their original packaging, unused, and in the same condition as when you received them. Any items that show signs of wear, damage, or missing components will not be eligible for a refund.
- Non-Returnable Items: Certain products, such as those marked as “Final Sale,” custom orders, and items damaged through misuse, cannot be returned.
2.2 Cloud Storage Services and Software
- Subscription Services: If you are not satisfied with our cloud storage services, you may request a refund within 14 days of purchase, provided you have not exceeded the data usage limits included in your plan.
- Non-Refundable Services: Once a cloud storage plan has been used beyond the trial period or the allocated storage space has been utilized, it is non-refundable.
- Software Products: Software licenses are non-returnable and non-refundable once delivered electronically.
3. Return Process
3.1 Requesting a Return
- Contact Us: To initiate a return, please contact our customer service team at [email protected] with your order number and reason for the return.
- Return Authorization: You will receive a Return Merchandise Authorization (RMA) number and instructions on how to return your item(s).
- Shipping: You are responsible for paying the shipping costs for returning your item(s). Shipping costs are non-refundable.
3.2 Return Shipment
- Packaging: Ensure that the item(s) are securely packaged to prevent damage during transit. Include all original packaging materials, accessories, and the RMA number.
- Return Address: Ship the item(s) to the address provided in the return instructions.
4. Refunds
4.1 Refund Process
- Inspection: Once we receive your returned item(s), we will inspect them to ensure they meet the eligibility criteria.
- Refund Approval: If your return is approved, a refund will be processed, and a credit will be applied to your original method of payment within [7-10] business days.
- Partial Refunds: In some cases, only partial refunds may be granted, such as for items that are not in their original condition or are missing parts.
4.2 Refund Exceptions
- Shipping Costs: Original shipping costs are non-refundable, except in cases where the return is due to a mistake on our part (e.g., incorrect or defective items).
- Restocking Fees: A restocking fee of up to 15% may apply for certain items.
5. Exchanges
5.1 Exchange Process
- Defective or Damaged Items: If you receive a defective or damaged item, please contact us within 7 days of delivery. We will arrange for a replacement or exchange at no additional cost to you.
- Other Exchanges: If you wish to exchange an item for a different model or variant, please follow the return process outlined above and place a new order for the desired item.
6. Cancellation of Services
6.1 Cloud Storage Services
- Cancellation Policy: You may cancel your cloud storage subscription at any time. However, no refunds will be issued for the remaining period of the subscription after the initial 14-day refund window.
6.2 Pre-Order Cancellations
- Pre-Order Items: If you cancel a pre-order before the item has shipped, you will receive a full refund. If the item has already shipped, the standard return policy will apply.
7. Contact Us
If you have any questions or need assistance with a return or refund, please contact our customer service team at:
Sevenza Incorporated
[email protected]
