This policy describes your options regarding returns, refunds, or making claims under the ISWARD Warranty Terms and Conditions.

The provisions set out herein supplement any other rights and remedies provided to consumers under EU consumer protection law. If you are a consumer, this Policy is not intended to limit or affect your rights to seek redress for a breach of any consumer protection guarantee.

The warranty and return policies offered by ISWARD do not apply to products or components not purchased from ISWARD (determined by the product/component's serial number). If ISWARD is unable to verify the serial number of the product/component in question for any reason (e.g., missing serial number on the product/component), the warranty and return policies do not apply to that product/component.

If a product is deemed undeliverable due to ISWARD's fault because the shipment has been lost or damaged, ISWARD will inform you of the reason for the loss or damage and offer you the following options:

(a) Full refund of the amount paid for the purchase of this product;
(b) A credit amount that can be used to purchase any product regularly sold by ISWARD.

3.1 In addition to the rights and remedies provided to you by EU consumer protection law, ISWARD offers a 30-day return policy ("Return Policy"). Subject to this Return Policy, you may return any product or merchandise purchased from ISWARD to ISWARD within 30 days of delivery. If we determine the Product to be eligible in accordance with Section 3.3, we will provide you with a refund for that Product.

3.2 You will bear all shipping costs for products returned in accordance with this Returns Policy.

3.3 Upon receipt of your returned product, we will inspect it to determine if it is eligible for a refund under this Return Policy. To be eligible for a refund, you must provide ISWARD with proof of purchase (e.g., order information), and your returned product must:

• (a) Be purchased from ISWARD (as determined by the Order Information);
• (b) Be returned to ISWARD in substantially unchanged condition as compared to the date of sale;
• (c) Contain the original packaging (with all labels, instructions or documents);
• (d) All components included;
• (e) Be generally suitable for resale by ISWARD.

3.4 Used or opened products do not qualify for return or refund under this refund policy (however, you may be entitled to claim under the applicable ISWARD guarantee or to a remedy under EU consumer law, depending on your circumstances).

3.5 There are no fees for order cancellations within 24 hours. If an order is canceled after 24 hours but before shipment, please note that transaction fees will apply to the refund (2.9% for credit card users, 3.6% for PayPal users). If the goods have already been shipped, we cannot cancel the order.

3.6 Please contact us by email at service@isward-tech.com to submit a return request. We will review your return request and process it accordingly.

3.7 Notwithstanding the above provisions, you have the right to cancel or return your order within 14 days without giving any reason if the goods are shipped to the EU. You will need a receipt or proof of purchase.

3.8 If your return is accepted, we will send you an email with the return address and instructions on how and where to send the package. Items returned to us without prior request to return will not be accepted.

3.9 Certain types of items cannot be returned, such as custom orders (e.g., custom-made or personalized items). We also do not accept returns of hazardous materials, flammable liquids, or gases. If you have any questions or concerns about your specific item, please contact us.

3.10 Unfortunately, we do not accept returns of sale items or gift cards.

3.11 We accept cancellation of orders before the product has been shipped or produced.

4.1 After we receive and inspect your return, we will notify you whether your refund has been approved. If approved, the refund will be automatically credited to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.
4.2 If more than 15 working days have passed since we approved your return, please contact us at service@isward-tech.com .
4.3 If the return is the consumer's responsibility, the consumer is responsible for the shipping costs. The amount of these costs depends on the shipping company you choose.
4.4 If the goods received are damaged or defective due to our fault, the consumer shall not be liable for any shipping costs.

5.1 ISWARD Guarantee
5.1.1 All products sold by ISWARD (excluding consumables) are covered by a 36-month manufacturer's warranty against defects in materials and workmanship from the date of delivery. For any breach of this warranty, ISWARD will (at its sole discretion) repair or replace the defective product, or provide you with a refund for the defective product.

5.2 How to obtain warranty services:
5.2.1 Please contact us with the following information to initiate a warranty claim:
• Order number;
• Detailed description of the problem and the product/component in question;
• Pictures or videos describing the problem, defect or damage that are sufficient for ISWARD to assess the suspected problem;
• Product serial number; and
• Any other information that ISWARD reasonably requests to assess your warranty claim.
5.2.2 You may initiate a warranty claim by contacting us via the ISWARD Customer Help Center or by sending an email to service@isward-tech.com .
5.2.3 Upon receipt of the above information, we will review your warranty claim, assess whether the claim is covered by the applicable ISWARD warranty and notify you accordingly.
5.2.4 As part of a warranty claim, ISWARD may require you to return any allegedly defective products or components to us for evaluation (or as part of the warranty claim or remedy process). In such case, you will be responsible for any shipping costs incurred.

5.3 Exclusions and limitations
The product and component warranties provided by ISWARD do not apply to damage caused by:
• Circumstances beyond ISWARD’s control, including natural disasters or acts of God, such as lightning, tornadoes, etc.;
• Negligence, accident or improper use of the product;
• Use of the product for commercial purposes;
• Unauthorized alteration or modification of any component of the product;
• Damage caused by using the product for purposes other than those specified in the manufacturer's instructions or by operating it with an unsuitable voltage or power source;
• Damage caused by repairs (including upgrades and extensions) to the product by personnel not authorized by ISWARD; or
• Damage caused by normal wear and tear.
In all cases mentioned above, any warranty applicable to the product (or component) will not apply.

5.4 EU consumer protection law
For ISWARD products and repair services, the statutory warranty rights under EU consumer protection law apply, which cannot be excluded. In the event of significant defects in repair services, you have the right:
• To withdraw from the service contract with us; and
• To receive a refund for the unused portion or compensation for its depreciation in value.
In the case of significant defects in products, you also have the right to choose between a refund or a replacement. If a product or repair service has a defect that is not a significant defect, you have the right to request that the defect be remedied within a reasonable period of time. If remediation fails, you are entitled to a refund of the product price or to cancel the service contract and a refund of any unused parts. You are also entitled to compensation for any other reasonably foreseeable loss or damage caused by the defect in the product or repair service.