Return & Refund Policy for Business Customers
This Return & Refund Policy applies to business customers (B2B) purchasing hardware (Goods) and/or data/hosting services (Services). Please read this policy in conjunction with our full Terms & Conditions, available at https://server2u.com/term-and-condition.
1. Eligibility & Return Window
Hardware (Goods) returns are subject to approval and must be requested within seven (7) calendar days of delivery or collection (the “Return Window”). For Services (Unmanaged VPS/Hosting), fees are non-refundable once provisioned or activated, except where required by law or expressly stated in a signed Statement of Work (SoW). The Return Window does not apply to warranty claims managed by the manufacturer (see Section 7).
2. Conditions for Return (Goods)
To qualify for a return, all of the following conditions must be met:
• An RMA (Return Merchandise Authorization) number must be issued by us before the item is shipped back (see Section 3).
• Goods must be unused, in their original and resellable condition, with all packaging, labels, accessories, free gifts, and documentation intact.
• Serial numbers on the goods must match our records; any tampering, missing labels, or altered firmware will render the item ineligible for return.
• Software, licenses, activation keys, consumables, and made-to-order/customized items are not returnable.
• Clearance/AS-IS items and physically damaged items (due to misuse, impact, liquid, burn, improper installation) are not eligible for return.
3. How to Request a Return (Goods)
To request a return, please email [email protected] with the subject line: “RMA Request – [Invoice No.] – [Item/Serial]”. Include your company name, contact details, invoice number, product model/serial, reason for return, and photos or videos if applicable. We will review your request and, if approved, issue an RMA number along with the return address and packing instructions. Do not ship any item without an RMA; packages without a valid RMA may be refused.
4. Shipping Back the Goods
Unless otherwise agreed in writing, the customer is responsible for return shipping costs. Please use a trackable and insured shipping method. Write the RMA number clearly on the outer carton (not on the product box). We are not responsible for loss or damage in transit for returns sent by you; please file claims directly with your carrier if necessary.
5. Restocking Fee & Deductions
Approved returns within the seven-day window are subject to a 35% restocking charge. Additional deductions may apply for missing accessories, non-resellable packaging, or cosmetic wear, at our reasonable discretion.
6. Refund Method & Timeline (Goods)
After inspection and acceptance of the returned goods, refunds will be issued to the original payment method or as a credit note, subject to mutual agreement. Please allow seven to fourteen (7–14) business days from acceptance for processing, noting that bank timelines may vary.
7. Dead-On-Arrival (DOA) & Manufacturer Warranty
If a product is confirmed Dead-On-Arrival (DOA) within seven days by our initial checks, we will, at our option, repair or replace the item (subject to stock availability) or issue a credit. Photographs or diagnostics may be required. After seven days, claims will proceed under the manufacturer’s warranty (if provided). We can assist with the warranty process where applicable; turnaround times depend on the manufacturer.
8. Incorrect, Short-Shipped, or Damaged on Arrival
Please report any incorrect item, quantity, or physical damage on delivery to [email protected] within forty-eight (48) hours of receipt, including photos of the outer carton and product. Claims made after 48 hours may not be accepted due to carrier claim limits.
9. Non-Returnable / Non-Refundable Items (Summary)
• Software, licenses, activation/subscription keys.
• Consumables (e.g., batteries, media) once opened.
• Customized, built-to-order, or clearance/AS-IS items.
• Items with missing/altered serials, or showing non-manufacturing use/misuse or damage.
• Any Services (unmanaged VPS/hosting), once provisioned/activated, unless otherwise required by law or stated in a signed SoW.
10. Service & Data (Unmanaged VPS/Hosting)
Our Services are infrastructure-only (compute, storage, network/hypervisor) and are non-returnable. You are solely responsible for the operating system, applications, security/keys, and maintaining independent, tested backups. No refunds are provided for downtime or data issues unless expressly stated in a signed SoW. We accept no liability for data loss, corruption, encryption (including ransomware), deletion, or unavailability. Please see our full Terms at https://server2u.com/term-and-condition.
11. PDPA & Data Sanitization (Returns)
Devices or media returned to us may contain Customer Data. You must back up and securely wipe devices before return. If you require data erasure, we can provide sanitization services (fees may apply); please request this when you ask for an RMA. We handle any residual data on returned items in accordance with our internal policies and the Personal Data Protection Act 2010 (Malaysia).
12. Exchange Policy
Where stock is available and subject to eligibility, we may offer an exchange instead of a refund. Restocking fees and price differences may apply.
13. Abuse & Fraud Prevention
We reserve the right to refuse or limit returns if we detect abuse, excessive return activity, or fraud.
14. Contact & Return Address
Precision Computer (Malaysia) Sdn Bhd
D-55-2, Jalan C180/1, Dataran C180, 43200 Cheras, Selangor, Malaysia
Tel: +6 03-9081 1702 • Email: [email protected]
15. Changes to this Policy
We may update this Policy from time to time. The version displayed at the time of purchase or return request will apply unless otherwise required by law or agreed in writing.