Serverwala Infranet FZ-LLC remains dedicated to delivering outstanding products and customer service to our clients. This Cancellation, Return & Refund Policy establishes clear guidelines about your rights and our responsibilities regarding order cancellations as well as product returns, exchanges, and refunds to guarantee transparency and clarity for all stakeholders.

When you place an order through www.serverwalainfranet.com you are acknowledging that you have read and understood the terms of this policy which you agree to follow.

1. Order Cancellation Policy
   1. Customer-Initiated Cancellations (Before Shipping)

      Cancellation of your order will not incur fees as long as we receive your request before processing or shipping the order begins.

      If you need to cancel your order, please send an email to support@zortexcomputer.com using the subject line "Order Cancellation - [Your Order ID]".

      Your order will be cancelled and you will receive a full refund after we confirm and verify your cancellation request within the specified timeframe.

   2. Cancellations After Dispatch

      An order that receives a “Shipped” or “Out for Delivery” status cannot be cancelled anymore.

      However, you may choose to refuse delivery. In such cases, the item will be returned to us, and your refund will be processed after deducting:

      • Forward and return shipping charges
      • Transaction or payment gateway fees (if applicable)
   3. Cancellations of Customized, Special-Order, or Assembled Products

      Orders involving custom-built PCs, assembled systems, liquid cooling setups, workstation builds, or pre-ordered components are non-cancellable once processing or assembly begins.

      If cancellation is requested before procurement or assembly, a partial refund may be issued after deducting applicable sourcing or handling fees.

   4. Company-Initiated Cancellations

      Serverwala Infranet FZ-LLC reserves the right to cancel any order under the following circumstances:

      • Product is out of stock or discontinued
      • Pricing errors or listing inaccuracies
      • Failure in payment authorization or incomplete payment
      • Suspected fraudulent transaction or violation of company policy

      In such cases, you will be notified promptly, and a 100% refund will be processed via the original payment method.

2. Return & Replacement Policy

   Our return and replacement policy is designed to address issues involving product defects, incorrect deliveries, and damage during transit, ensuring that you receive your purchases in perfect working condition.

   1. Return Window

      You must raise a return request within 72 hours (3 days) of delivery.

      Requests submitted after this period may not be eligible unless covered under extended brand warranty.

   2. Valid Reasons for Return
      • The item received is damaged in transit
      • The product is not functioning due to manufacturing defect
      • You received a different product, model, or configuration from what was ordered
      • Essential accessories, cables, or documentation are missing from the package
   3. Non-Returnable Products
      • Products damaged due to improper use, installation, overclocking, or power surges
      • Software licenses, digital products, activation keys, and downloadable content
      • Products with tampered seals, missing barcodes, or broken serial number labels
      • Items returned without original packaging, invoice, or warranty card
      • Opened peripherals like headphones, keyboards, or mice unless defective
      • Used thermal compounds, opened cooling kits, or custom loop components
      • Assembled computers, modified products, or specially configured systems
   4. Unboxing Video Requirement

      To validate claims of damage, missing components, or wrong delivery:

      An unboxing video (clearly showing the parcel in sealed condition, opening process, and contents) is mandatory.

      Claims without valid proof may be rejected to prevent misuse of the return policy.

   5. Return Procedure
      1. Raise a request via email at sales@serverwala.com within the return window.
      2. Provide your Order ID, contact information, a description of the issue, and relevant photos/videos.
      3. Upon validation, our team will arrange a reverse pickup through our authorized courier partner.
      4. After receipt, the product will undergo thorough inspection and verification.
      5. Based on the outcome, we will process:
         • A replacement for eligible items
         • A refund if the item is out of stock or cannot be replaced
         • Rejection of the claim if the issue is found invalid
3. Refund Policy
   1. Refund Eligibility
      • Successful order cancellation before shipping
      • Returned product is received and passes quality control inspection
      • Serverwala Infranet FZ-LLC is unable to fulfil an order due to stock unavailability or logistical reasons
   2. Refund Mode and Timelines
      • Refunds are issued via the original mode of payment.
      • For Cash on Delivery (COD) orders, we require your bank details (name, account number, IFSC code) for NEFT/IMPS transfer.
      • Refunds are typically processed within 5–7 business days after confirmation.
      • Refund timelines may vary depending on your bank, card issuer, or payment gateway.
   3. Deductions and Fees
      • Shipping charges (if not part of a free shipping promotion)
      • Payment gateway or processing fees (typically 1.5–3% for card payments)
      • Restocking fee up to 10% for non-defective returned items
4. Warranty Assistance
   1. Manufacturer Warranty Coverage

      Every product available through Serverwala Infranet FZ-LLC comes from authorized distributors who provide brand-specific warranties. The manufacturer determines the length and coverage details of the warranty for their products.

      Customers have the option to reach out to the manufacturer for warranty services directly or let our team facilitate a connection to the appropriate service center.

   2. Warranty Exclusions
      • Physical damage or water exposure
      • Unauthorized modifications or repairs
      • Use with incompatible components
      • Burn marks or signs of electrical damage
5. Product Inspection, Tampering, and Abuse
   • Reject refund/return/replacement requests if the product returned shows signs of misuse, tampering, or physical abuse
   • Initiate legal action in case of fraudulent claims or chargebacks
   • Record and report misuse of policies to appropriate authorities or blacklist customer accounts
6. Dispute Resolution & Jurisdiction
   • First be addressed through customer grievance redressal by emailing sales@serverwala.com
   • If the matter remains unresolved, it shall be subject to the exclusive jurisdiction of the competent courts in Dubai, United Arab Emirates.
   • All matters shall be governed and construed in accordance with the laws of the United Arab Emirates, without regard to conflict of law principles or the buyer’s country of residence.
7. Policy Modifications

   Serverwala Infranet FZ-LLC maintains the authority to modify this policy whenever necessary without any prior notification. The website version available during order placement will serve as the official document.

   You should check this page regularly to keep updated about your rights and responsibilities.

8. Contact Information

   If you have any inquiries or need to request a refund or cancel your order please contact us.

   • Email: sales@serverwala.com
   • Phone: +971502242179
   • Hours: Our office operates Monday through Saturday from 10 AM until 7 PM IST.
   • Website: www.serverwalainfranet.com