RETURNS, WARRANTY & FULFILLMENT POLICY

1. B2B Exclusivity & Finality of Sale 

Alon Products Ltd operates exclusively as a Business-to-Business (B2B) infrastructure vendor. By purchasing our hardware or services, you confirm you are acting in a commercial or professional capacity. The Consumer Contracts Regulations 2013 (including the 14-day "cooling-off" period) do not apply.

We do not accept returns, refunds, or exchanges for "change of mind," project pivots, or specification misjudgments. All hardware sales are final upon dispatch. It is the client’s responsibility to ensure specifications meet their requirements.

2. Order Fulfillment & Component Lead Times 

Due to the specialized nature of enterprise-grade hardware, standard lead times are estimates, not guarantees. The gap between order payment and final delivery is subject to global component availability. Supply-chain delays do not entitle the buyer to a cancellation or refund of a custom-built system.

3. Technical Consultations & Audits

  • Enterprise Server Line: The £120 Audit Fee is waived for rack-mount infrastructure and data center deployments, which are governed by direct architectural review via our Enterprise Procurement channel.

  • Sovereign Workstations: The £120 (inc. VAT) Certified Fit Audit is an optional consultative engineering service for clients requiring custom system design. This fee is non-refundable once the technical review commences. If the audit results in a direct hardware purchase within 30 days, the fee is credited in full against the final invoice.

4. Hardware Warranty & Operational Pathways 

Alon Products Ltd categorizes warranty support based on the deployment environment:

  • Enterprise Server Line — Advanced Parts Replacement (APR): For data center deployments, we do not require the un-racking of chassis for modular component failures. Upon receipt of verified diagnostic fault logs, Alon Products will dispatch Next-Business-Day (NBD) replacement components (e.g., RAM, Storage, Power Supplies) directly to your facility. The client's remote hands install the part and return the failed component to our Southampton Lab within 14 days.

  • Sovereign Workstations — 2-Year Back-to-Base (RTB): If hardware fails, the physical equipment must be securely returned to our UK facility in its original shipping crate for diagnostics. The client covers inbound transit; Alon Products covers return transit post-repair.

5. Repair Timelines & Manufacturer Constraints (No Fixed SLA)

  • Local & Modular Fixes: Handled swiftly via local UK bench repairs or Enterprise Server Line APR dispatch.

  • Manufacturer Routing: Critical structural failures (e.g., motherboards, chassis circuitry) cannot be serviced locally. These units must be securely routed across international borders to manufacturer laboratories in continental Europe.

  • Disclaimer: Because international shipping, factory repair queues, and customs processing fluctuate, we cannot bind heavy structural hardware repairs to a fixed Service Level Agreement (SLA).

6. Authorized Refunds (Dead on Arrival / DOA) 

Refunds are exclusively issued for confirmed Dead on Arrival (DOA) or catastrophic hardware failures that cannot be resolved via warranty replacement. Hardware must pass technical inspection at our Southampton Lab to verify the fault and rule out user damage. Approved refunds are processed within 48-72 hours via the original payment method.