Technical Details

1. Defective or Faulty Goods

If you receive a defective or faulty product covered by a manufacturer's warranty, please contact the manufacturer first. Their support team may be able to diagnose and resolve the issue without requiring a return. If a return is necessary, please include the manufacturer's test report, if available, and/or a detailed description of the issue, along with the manufacturer's support call reference number. In all cases, please contact our returns department at [email protected] for further instructions.

• A description such as "it does not work," "faulty," or "DOA" (Dead on Arrival) is insufficient. Please provide a clear and detailed explanation of the fault.
• Products must be returned in their original packaging, including all accessories, manuals, and documentation. If any of these items are missing or the original packaging is not provided, a minimum restocking fee of 15% of the product value will apply. This fee may be increased where reasonably necessary to reflect our actual loss.
• If a returned product is tested and found to be free of faults, a minimum restocking fee of 15% of the product value will apply. This fee may be increased where reasonably necessary to reflect our actual loss. The applicable fee will depend on factors such as the inspection and handling time required, the condition of the packaging, and the condition of the product and its contents. The final fee will be communicated to you after we receive and inspect the returned item.
• The customer is responsible for the shipping costs associated with returning the product.

All returned products will be inspected and tested. Once the fault has been verified, we will work with the manufacturer to arrange a repair or replacement at no additional cost, subject to the applicable warranty terms. The decision to repair or replace the product will be made at our discretion, where permitted by applicable law and warranty terms.

Universal IT Sourcing Inc. reserves the right to reject returned products that are not in their original condition. If we agree to accept such products, a restocking or handling fee may apply as described above. Depending on the condition of the returned items, a higher fee may apply where reasonably justified by the associated costs or loss.

An RMA (Return Merchandise Authorization) number must be clearly displayed on a label attached to the outer packaging. Please note that manufacturer warranty coverage generally applies to hardware faults only. Software-related issues are not covered under this policy unless otherwise specified by the applicable warranty or law.

2. Incorrect Delivery

If the products delivered do not match your order, please notify our returns department within 24 hours of receipt. You may contact us by emailing [email protected], calling one of our listed telephone numbers, contacting us through the Contact Us page by email, or notifying your assigned account manager. Any telephone notification must also be confirmed in writing by email.

If the delivered products do not match the delivery note, including cases where items are missing, excess items have been supplied, or incorrect products have been delivered, please report the discrepancy to our returns department within 24 hours of receipt. This will allow us to investigate and resolve the issue as quickly as possible.

If your order is delivered to an incorrect address despite the correct address being provided on your purchase order, please notify us as soon as possible so that we can investigate and arrange a resolution. Incorrect delivery claims reported more than 15 days after delivery will generally not be considered. Where the incorrect delivery results from an error by Universal IT Sourcing Inc., we will arrange collection at our expense.

3. Incorrect Orders

Please review your requirements carefully before placing an order to ensure that the products selected meet your needs. If you order a product by mistake, a return request may be considered, subject to our approval and the product's condition, including whether it remains unopened and in its original packaging.

• A minimum restocking fee of 15% of the product value will apply to approved returns resulting from incorrect orders. This fee may be increased where reasonably necessary to reflect our actual loss.
• Returns of products that have been opened may be considered on a case-by-case basis and, if accepted, may be subject to a higher restocking fee.
• Requests relating to incorrect orders reported more than 7 days after delivery will generally not be considered.

4. Order Cancellation

If you receive an order that you previously cancelled in writing and for which you received written confirmation from Universal IT Sourcing Inc., please notify us within 24 hours of receipt. We will arrange collection at our expense, subject to verification of the cancellation and delivery details.

5. Transport Damage

If a product is damaged during transit, please ensure that the damage is clearly recorded on the delivery driver's paperwork and that the driver acknowledges the damage report. Please also take photographs of the damaged item(s) and email them to [email protected]. All transit damage must be reported to our returns department by email or telephone within 24 hours of receipt. If you report the damage by telephone, you must also provide written notification by email within the same reporting period.

Please note that transit damage claims may be rejected if the damage was not recorded on the delivery paperwork at the time of delivery. Please retain all original packaging and shipping materials until the claim has been reviewed.

6. RMA Conditions

The following conditions apply to all product returns:

• Customers must obtain an RMA (Return Merchandise Authorization) number and return instructions from Universal IT Sourcing Inc. before sending any products back, regardless of the reason for the return. We reserve the right to reject unauthorized returns, and a credit note will not be issued for returns that have not been approved.
• All approved returns must be received by Universal IT Sourcing Inc. on or before the expiry date specified on the RMA. Products received after this date may be rejected, and the RMA authorization may be cancelled. No credit note will be issued for rejected returns.
• Non-defective products must be returned unopened, intact, and in their original packaging. Products that do not meet these conditions may be refused and returned to the customer.
• Faulty products must be securely packed to prevent further damage during transit. Universal IT Sourcing Inc. reserves the right to charge a reasonable inspection fee in addition to any applicable restocking fee, where permitted by law. Returns may also be rejected if the product has scratches, markings, physical damage, missing components, or damaged or missing packaging.
• All manuals, cables, accessories, blank warranty cards, and other documentation supplied with the product must be included in the return. Missing items may result in the return being rejected, a credit note being withheld, or a higher restocking fee being applied, as applicable.
• Do not write, apply adhesive labels, or mark the original manufacturer's packaging directly. Place the product in a suitable outer shipping box to protect the original packaging during transit. Any required labels or documentation should be attached to the outer packaging or placed in a document wallet.

7. Exceptions

Return requests from customers whose accounts have been suspended will generally not be accepted. Universal IT Sourcing Inc. does not accept returns for manufacturer support services, HP Care Packs, software licences, Cisco SmartNet services, or software purchases. These items and services are sold on a non-returnable basis, except where otherwise required by applicable law or expressly agreed to in writing by Universal IT Sourcing Inc.